Dyson recycles hairdryer despite it only needing a simple repair

In October 2024, a customer encountered an issue with their Dyson Supersonic hairdryer, as the filter cage had come loose. Upon contacting Dyson for a repair, they were informed shortly thereafter that the hairdryer could not be fixed and would be refunded. However, the customer was told that the hairdryer could not be located and that it had been recycled by mistake. This incident sparked frustration, as the customer believed the hairdryer merely needed an inexpensive replacement part that could have been easily installed. The customer expressed dissatisfaction with Dyson's communication and service, stating they felt pressured into purchasing a new machine when they only required the minor repair of their existing device. Despite receiving an offer for a refurbished machine at no charge, the customer was still unhappy, especially since they were without their hairdryer for over a month and had to make numerous calls to Dyson for updates. The company's clarification on the recycling situation was vague, and the customer remained conflicted about the option of accepting a refurbished model without warranties. Following a series of 11 calls and several emails exchanged from October 25 to November 28, 2024, Dyson acknowledged the error and expressed regrets for the mishap while stating they would review their processes to prevent similar instances in the future. Ultimately, the customer received the ordered filter cage but no longer needed it, prompting plans to contact Dyson for a return. The overall issue raised questions about the standard operational procedures for items deemed unreparable and how customer service departments should address communication with customers facing similar situations in the future.