Joca
I originally called in to see if they did free diagnostics on Dyson vacuums, the gentleman on the phone said yes. I brought in my floor model Dyson and my handheld that were having issues. He took the floor attachment off of the big vacuum and noticed that the brush was bent and that’s also what was causing the burning smell. Without asking what I wanted to do he went in the back and grabbed s new brush and started unscrewing the old one. I asked him to pause for a second because he hadn’t even told me the price, he looked at me like a deer in the headlights and said it was $40 for the part and he would install it for no charge. I told him I... I originally called in to see if they did free diagnostics on Dyson vacuums, the gentleman on the phone said yes. I brought in my floor model Dyson and my handheld that were having issues. He took the floor attachment off of the big vacuum and noticed that the brush was bent and that’s also what was causing the burning smell. Without asking what I wanted to do he went in the back and grabbed s new brush and started unscrewing the old one. I asked him to pause for a second because he hadn’t even told me the price, he looked at me like a deer in the headlights and said it was $40 for the part and he would install it for no charge. I told him I wanted to do more research online and would most likely do any repairs at home myself and I only wanted to know what needed to be replaced. I understand that he has to make a living also, but I did not appreciate his immediate defensive response when I said that I was going to repair it myself. He started going off about how he is a small business and can’t compete with prices on Amazon but I could do whatever I wanted. I told him that it was not personal and I understood that he is a small business but I also just had to spend around $10,000 moving from out of state a week ago (so I could be closer to my disabled mother to help take care of her), and if I had the money I would have him do the repair, but also if I can repair something on my own, I’m going to choose to do that. After that interaction I asked him what I could do for the handheld Dyson, and at that point his energy had completely shifted and he acted as though he did not want to help me anymore. He basically told me that the handheld is super old and just needs to be replaced without even looking at it. I appreciated him diagnosing the problem with the floor Dyson so quickly, but the bitterness was unwarranted and unappreciated. Had my interaction been more pleasant I would consider doing business with this company, but unfortunately that’s not what happened. I ended up finding the exact part that I needed for $25 online, so it makes sense that his spiel is that he installs it “for free” when that labor cost is already in the $40 price. I work closely with wholesale so I know how much these items cost roughly, and it’s unnecessary to mark it up that much, especially with such attitude attached to the price.