Today we had to very different customer service experiences, one with Dyson and one with JC Penny's. The one with Dyson scored an 11 on a scale of 1-10. Yes, I was that pleased. We purchased our Dyson back in winter of 2010, refurbished. It ran beautifully until just recently. The brush beater bar stop moving. We did the trouble shooting suggested on the web site but it still only worked intermittently. So today I finally called them. Dyson thought the problem was the motor - that we needed to reset it. We tried twice and it didn't work. Finally after checking a few other things we determined it was the motor for the beater brush. Since our vacuum was refurbished we only had a 6 month warranty not the normal 5 year one. For goodwill they replaced our beater brush motor for FREE - yes FREE - it's normally a $100+ item. They are shipping it out today and should be to us in a week via UPS. Thank you Dyson.
However on the flip side - our experience with JC Penny's scored a 2 on a scale of 1-10. See we purchased our love seat and couch from them also in the winter of 2010. It came with a 10 year warranty. Well the couch is now sat out, the springs have gone. After much discussion - about 45 minutes of Dave on the phone with them - they relented and said they would send replacement springs, but that we would have to find someone to replace the springs. Yes, the couch has a 10 year warranty but they wouldn't be fixing our couch we must do that. So it is on file that we need replacement springs however we haven't accepted it yet. Mainly because it will cost us money to fix a couch that is under warranty.
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