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    • Manchester Vacs -- The Independent Dyson Specialists
Frequently Asked Questions -- FAQ
« on: September 20, 2010, 06:41:38 PM »
Frequently Asked Questions

If you are planning to contact us about a parts order not received, please read our >>>Delivery Information<<< page first, and follow the advice on that page before you contact us.   :tiphat:

I am not sure if you received my order?

If a spare parts order, and you received an order/payment confirmation by email, then yes, we did receive your order. If a bespoke order, you will have received a payment confirmation email from either Nochex, Roman Cart or Paypal. That also means we received your order.

If a reconditioned machine, then you will have had an email from either Romancart, us, Nochex or Paypal confirming that you paid. So yes, we received your order.

If you think you placed an order and had no emails at all, then please give us a call or send us an email and we'll check that for you.

I came and you were closed. I keep phoning and there is no reply?

Because you didn't familiarise yourself with our opening days/times. You can find all that >>here<<.

Where are you? Can I get directions?

Please do not phone us for this - we are too busy to give directions on the telephone. It is all on our website, with a map, and you can find that >>here<<.

I want a Dyson part that isn't on your site.

Please send us an >>email<<. We answer emails out of office hours and can often reply with a direct link to purchase. We are so busy that not everything we have is on our site. It doesn't mean we haven't got it if it isn't on our site. We probably have.

Can I call you for Dyson technical/repair advice?

Much as we love to help people, we simply do not have the time to advise people how to repair their machine by telephone or email. This is the reason we have the forum >>here<<. Please make a free account on the forum and ask all technical questions there. One of our knowledgeable members will surely help you out. You wont get spammed and we do not share your details with any third parties.

Alternatively, you can refer to this page: Dyson DIY Repair Resources

I am having a problem using your checkout?

If you encounter any technical difficulty using our site, it is probably because you are using an old version of Microsoft Internet Explorer that is no longer supported by some sites. We recommend that you instead use >>Google Chrome<< or >>Mozilla Firefox<< which in our opinion are far superior.

If you are not sure what browser you are using, you can check here: >>Check Your Browser Version<<.

We have a full parts shop checkout tutorial here: >>Online Shopping Tutorial<<<.

Are you VAT registered?

Yes we are.

Are you a big company?

Our public shop frontage is small - don't be fooled by that. Our back rooms extend over three floors and into adjacent properties. We also have extensive storage facilities nearby. We are bigger than we look. We dominate page one of Google for a reason!

We are a moderate sized family business and we are proud of that. The old adage 'big enough to cope - small enough to care' describes us perfectly. We don't have any '0844 numbers' or any "press one for sales, press two for service" stuff when you call us (well, not yet anyway). The reason you found us (or were recommended to us) is because we know about Dysons and our reputation precedes us. People drive to us from Liverpool, Yorkshire, Birmingham and further afield. We are tucked away up a Manchester back street and have never needed to pay to advertise - people just find us. We serve online clients from across the world - from Russia to Australia to the USA.  Draw your own conclusions from that.

What's with the funny opening hours?

We are open 10am - 4pm every day except Wednesday and Sunday. Wednesday is a traditional closing day in Manchester (its when we do our errands and collect from suppliers, etc.) We don't open earlier or later, because like everyone else, we have stuff to do, kids in school and don't like sitting in rush hour traffic to come to and from work any more than you do.  :grinn:

Are you affiliated with Dyson in any way?

We are totally independent and Dyson have no influence whatsover on our business. We term ourselves 'Independent Dyson Dealers' because we deal in Dyson products and are completely independent of Dyson.

There is a shop near me that says he is a "Dyson Approved Repairer" - maybe he is better than you guys?

We refused Dyson approval - we didn't feel that would benefit us in any way at this time. We are sure the "approved repairer" will do a fine job on your machine. He will most likely charge you more than we will though; that will be the only discernible difference. Maybe he will have you wait a week or two while he waits on any out-of-stock parts from Dyson UK? We probably have the parts genuine, after-market, reconditioned or used in stock already. If not, we will find them from other suppliers, importers or even overseas dealers if we must. We are not tied to Dyson and are not obligated to use their parts as "authorised" repairers are ("Dyson authorisation" is not without restrictive obligations so we hear).

Was it Manchester Vacs that called us up about a service on our Dyson?

We never cold call people. If you received a call from someone trying to convince you to have your Dyson serviced, it wasn't us. There are many disreputable companies cold calling people on the off chance they own a Dyson. Some pretend to be from Dyson themselves, some pretend to be from a local Dyson specialist, and some just declare themselves a "Dyson agent". Many will use shoddy parts on your machine, not do a proper job and some even take your machine away for "repair" - and that's the last you will see of it! There is a news item on our forums here >>Dyson ‘special offer’ telephone calls are a scam.<<

Can you repair my Dyson in my home?

That is not a service we offer. Our engineers work in our shop only. We caution against any companies offering home repair - many are disreputable. If you *really* need a repair in your home, we can only recommend Dyson themselves, who you can contact on 0800 298 0298 in the UK.

Most people bring machines for repair to us. However, if you have difficulty bringing a machine to us, and are local to us, we will pick it up and drop it off free of charge. Areas covered can be found >>here<<.

Do you accept credit and debit cards in your shop?

We accept everything. Credit and debit cards and cash. We also accept Euros, Russian Roubles and Chinese Yuan if you have any of those lying around gathering dust.

Where do you get your core machines from?

We do offer a local Dyson recycling service. However, we get very few machines from that source. If we told you where the bulk of them come from, we would have to shoot you.  :-X

Do you get old machines to recondition/dismantle from Dyson UK?

Not ever. Dyson UK refused to supply us when we once asked them. They told us that all the old machines they collect get crushed. What a waste.  :duh:

Are you green?

Absolutely! We recycle thousands of Dysons every year. That's thousands of Dysons not getting crushed by Dyson or going into landfill sites. From the machines we dismantle, the motors, any metals and any wiring that cannot be reused gets recycled. We are also able to recycle much of the ABS plastic we get now.

When we sell a reconditioned Dyson from our online shop, much of the packaging that it is sent out in is recycled. Many of our parts orders are sent out in recycled packaging too. Do not be surprised if your parts order arrives in an old soap powder box surrounded by shredded paper or a previously used Jiffy bag. We mail a lot of stuff, and the more packaging we can recycle means fewer trees cut down.

If you happen to be local to us, feel free to drop off any unwanted cardboard boxes, used Jiffy bags, bubble wrap, polystyrene or any used clean and dry packaging of any type. We'll use it all!  :thumbsup: 

Even our delivery van runs on bio-diesel and our shop has a carbon neutral woodburner in one of the back rooms. Yup. We're green!

Somebody on eBay or Gumtree is selling "reconditioned" Dysons at half the price you are?

Some people on eBay are selling what they claim to be "reconditioned" machines for ridiculously low money. Beware of Dysons that are sold too cheaply (There are many on eBay and Gumtree). This is indicative that the seller has not invested the time required to recondition the machine properly and is looking to sell on price point only, rather than quality. It takes several hours to recondition a Dyson properly. Add the cost of this time to the cost of the core unit, overheads, replacement parts and tools (not offered by most other sellers) and around 17%+ in greedy eBay and Paypal fees that sellers must pay, and you will see how it becomes impossible to buy them very cheaply if they are properly reconditioned. You can't have it all ways. We have seen some shocking and dangerous machines from eBay and Gumtree. Caveat Emptor.

If I buy from your online shop, how soon can I expect delivery?

We mail parts every day of the week. We aim to process orders same or next working day. UK parts orders sent by regular mail usually take 2-5 working days. Machines are mostly sent by courier and they typically deliver the next working day after they collect from us. We must book a day before, so for example: If you order a machine Saturday night, we will see the order Monday and book the courier, the courier will collect Tuesday, and you will probably see it Wednesday or Thursday.

UK spare parts delivery times: UK Delivery is usually within five working days of order; usually sooner. Parts delivery information is >>here<<.
 
Delayed deliveries: Royal Mail are very reliable and items are typically delivered within a few days. However, during peak periods or bad weather, delivery can be delayed. In reality, items very rarely get genuinely lost. We enforce Royal Mail's own eighteen day policy for late and lost post, and cannot resend any items until that time has passed from the order date. We have to allow Royal Mail the opportunity to deliver the item during this eighteen day window before we can lodge any kind of complaint or investigation. We find that most delays incurred by Royal Mail are caused because the item has been taken to the local sorting office or left with a neighbour and no card has been left. Please check with your local Royal Mail sorting office as the item is most likely there due to most packages being too big to go through a standard letter box.

If you are planning to contact us about an item not received, please read our >>>Delivery Information<<< page, and follow the advice on that page before you contact us.

Regular mail delivery within the EU tends to take around a week. The US, Canada and Australia is typically 7-14 days. Russia and Ukraine are typically three to four weeks due to their very slow customs people (Moscow addresses tend to be delivered a little faster).

I'm worried about using my credit or debit card online. Is it safe?

Yes. To ensure your security, we utilise secure third party commercial servers which encrypts the credit card number and encodes it into a non-usable form. Transactions are not processed on our site. We have no access to your financial data. We only get sent through enough details to allow us to fulfill your order. Nobody at Manchester Vacs sees your personal financial information.

When you use our parts shopping cart, you will see an image similar to this in your browser bar:



The padlock you see together with the https part of the domain name tells you you are on a private, encrypted and secure connection (the "s" in "https" means "secure").

We also have a comprehensive online shopping tutorial here: >>>Online Shopping Tutorial<<<. If you are new to online shopping.

Can you take credit or debit cards over the telephone if I call the shop?

Unfortunately not. Its surprising how many people call us and ask us this who are worried about using their card online. Yet, that would be probably the most insecure way of using your card if we did it. Some people feel happier talking to a person and are not concerned about the prospect of their card details scribbled on a bit of paper floating around the office desk. Internet shopping with a card is MUCH safer than a telephone transaction would be.

I want to get a reconditioned Dyson from you, which model is the best?

That's like asking which is the best car to buy; everyone has a different opinion. If you look on our Reconditioned Dysons page, there are comprehensive descriptions of each model that may assist you with your decision.

We can tell you that the reconditioned DC07's and DC14's and remanufactured Dyson DC07's remain our top selling models. If you want our opinion of which we consider to be the best value buy from us, it would be here: The Remanufactured Dyson DC07.

If you want a few different opinions from other Dyson users before you make your choice, why not make a new topic in our room here: Which Dyson is for me? and outline your vacuuming needs to get recommendations? It would be useful for others to be able to advise you if you mention the size of your house and if kids and pets live there. A pensioner with a small bungalow has different needs to a family with two dogs, three kids who live in a house with three floors for example.

Are all your parts genuine Dyson parts?

Reconditioned and used parts usually are. New parts we supply may be a mixture of Dyson supplied genuine parts, OE (OE means Original Equipment and is a part or product made by the original equipment manufacturer who makes them for Dyson - but without the Dyson name stamped on it) or after-market items made to comparable (or better) standards by other manufacturers. We also manufacture some of our own spares. Hence why some parts are exclusive to us.

As Dyson experts, we only sell parts that we know are made well, and work well. We select parts from a myriad of sources and only supply the ones we are happy with the quality of. Don't be fooled that sometimes over-priced "genuine Dyson parts" are inherently better than those made by other manufacturers. After-market manufacturers often address the design weaknesses that were overlooked when the "original" parts were made. Two cases in point: Our DC07 back hoses are said by most people to be far superior to the original Dyson ones, and our replacement DC14 motors are so good, that we have never yet had a single one returned under warranty! Our scrap bins are overflowing with "genuine" Dyson DC14 motors that are burned out beyond repair! You decide which is the better product.

I ordered from your internet shop and didn't receive an email about shipping or despatch?

You will have received an email from us that started something like this:

Quote
Manchester Vacs
Thank you, payment for your order has been accepted.

If you don't see it, please check your spam or junk folder. They can sometimes end up there. Please be sure to whitelist sales(at)manchestervacs.co.uk. If you are an AOL user, that will be the reason you don't receive some emails (AOL are a law unto themselves).

If a reconditioned machine, you will have received payment confirmation by email. This means we have received your order. We ship as fast as possible; usually the next working day (see information about shipping times above). As a small business, we do not have fully automated mailing systems that bombard you with emails every step of the way, nor teams of people to write them. We just get on with it! If we happen to have an order query or a delay on any part, we will telephone you about that (that's why we ask for your number during checkout). Parts orders should generate an email when the order is mailed though.

Usually, before you are wondering where your order is, you will have received it! However, in the unlikely event that you feel there has been unnecessary delay, please give us a call or send us an email and ask. We will happily supply tracking data and/or proof of posting for any item and/or double check for you. 

About paperwork with orders.

Parts orders will have a VAT receipt enclosed.

With reconditioned machines, we do not send out paper guarantees any more. All we need to look up any machine we have sold is the date of purchase, the model you bought, and the email address associated with the payment. In the event of a machine needing to be returned or a problem with a machine supplied, it is your responsibility to provide us with that information in order that we can trace the transaction. You can print a VAT receipt out from the order confirmation email.

I bought a Dyson from you and now it is cutting out. What do I do next?

Your problem is most likely blocked filters. Filters are a user serviceable part. Dysons cut out when the filters are blocked (That's a design safety feature). Most people hoping to claim under the guarantee never bother to check their filters. Dysons have washable sponge filters that you MUST check before contacting us. Your Dyson doesn't like plaster dust. If your Dyson is cutting out and you have vacuumed up after having had building work done, don't call us, just wash your filter first. If you send us a machine back with a blocked filter, there will be a service charge to replace it.

If you don't know how to wash and dry your filters, or where they are, ask in our forum room here: Looking after your Dyson

If you have checked your filters and you still have a problem with a machine you bought from us, please review our guarantee conditions here: Manchester Vacs guarantee and then contact us with a telephone number so one of our engineers can telephone you. Many problems can be resolved over the telephone. If you do need to return a machine to us, we need to send you specific instructions in order that carriage is cheap and the experience generally painless, so DO speak to us on the telephone first.

I bought a Dyson from you and the brush bar is not rotating. What do I do next?

This is our most frequent warranty enquiry. Often it is simply that the clutch has been inadvertently switched off. Have a read of >>this article<< which will likely answer your question.

I bought a Dyson from you, and after unpacking and assembling it, it wont stand up properly. What do I do next?

Again, this is a simple problem that you can resolve yourself by watching the short video in >>this article<<. Often times, the machines get knocked around a bit in transit (that's why we pack them so well). The carriage assembly sometimes moves. The little video in the article linked shows you how to fix that in seconds.

Problems with Orders & Parts Returns Policy

In the unlikely event that you need to return a part to us, please do not simply mail it to our shop address without making a prior arrangement. The Post Office seldom deliver within our opening times, seldom have the common sense to leave packages with an adjacent shop, seldom leave a "while you were out" card, and our local sorting office is five miles away from us, making collections from there not cost effective. Any parts returns are usually to be delivered to our stores address.

Please speak to us in the event of any problem, especially before attempting to return any item, as it is unlikely to be received if our instructions are not followed. If there is a problem with any order from us, we recommend you speak to us on the telephone in the first instance. We find problems are more easily resolved that way. We are quite friendly; we don't bite! 

The long-winded version of our returns policy can be found here.

My question is not covered here and I want a fast answer!

Please >>email us<<. We often answer emails out of office hours, so email is the best way to get a fast answer to a question.

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