Seoul
In response to mounting complaints about the company’s customer service in South Korea, Rob Webster, the Asia-Pacific chief of British home appliance maker Dyson Ltd, issued a public apology on Wednesday to South Korean consumers. In a Korean-language statement, Webster expressed deep regret for the inconvenience caused to customers during the repair process of damaged products. Dyson is dedicated to doing its best for customers using our products, and as part of that commitment, we aim to resolve all currently delayed repair issues by the end of November, added Webster. The apology comes amid rising frustration with Dyson’s customer service practices in South Korea. According to the Voice of Consumers, a Seoul-based consumer advocacy group, the number of complaints related to Dyson received by a state-run consumer complaint counseling center saw a 66.8% increase, reaching 864 between January and October. A significant 62.3% of these cases were linked to the company’s perceived mishandling of after-sales customer service. Allegedly, Dyson has prompted consumers to practically repurchase products by unilaterally changing internal policies after prolonged waiting periods for parts. The company has purportedly offered discount coupons or other minor compensations, citing part unavailability. To address these issues, Dyson has decided to provide free repairs, replacement of new products, or refunds during the warranty period, excluding cases of intentional customer misconduct. Additionally, the company announced a reduction in the cost of paid repairs for hair care products for up to two years after their warranties expire.
