Misdiagnosed vacuum twice & overcharged for replacement
Called out to look at a not working Dyson DC41, they misdiagnosed the problem and after having visited twice to try and repair it offered to swap it working Dyson that was reportedly equivalent, it was a smaller model and not equivalent. They messaged to say they were on the way with replacement hoover despite not confirming that, they then proceeded to charge £50 for the initial call out to misdiagnose the hoover, took the old one and charged £50 over market rate for the replacement, in total was charged £200 for a hoover worth at most £100.
Reply from Falcon Tech Solutions
Thank you for your review. We would like to clarify the work carried out, as several points in your feedback are factually incorrect and do not accurately reflect what took place.
Visit 1 – Diagnostic (£45):
On the initial inspection of your Dyson DC41, multiple faults were identified, including:
A blown reset switch located in the handle next to the on/off controls
A worn cleaner head motor
A missing brush-roller retaining screw due to a broken screw lug
A broken internal swivel lock within the cleaner head
The reset switch was replaced with a new part; however, it failed again during testing, indicating an underlying electrical fault. This was explained at the time. The likely cause was discussed, and parts, options, and costs were agreed with you before any further work was carried out.
Visit 2 – Repair Attempt:
On the second visit, the agreed parts were fitted, including replacement of the internal swivel lock. During this visit, an additional and significant fault was discovered: an internal power cable supplying the cleaner head had been snapped and burnt. This wiring fault was repaired --free of charge--
It is highly likely that this damaged cable was the original cause of the repeated electrical failures, potentially due to the broken swivel lock allowing the cable to rub and fail over time. Despite these repairs, further testing caused the reset switch to fail again (resulting in a second new switch being lost), indicating that the remaining fault was likely within the PCB. At this stage, continuing with repair was deemed uneconomical due to escalating parts costs.
As an alternative solution, a Dyson UP22 replacement vacuum was offered and discussed. This option was agreed as the most practical resolution.
Because the DC41 now contained newly fitted parts but remained uneconomical to repair, it was agreed that the machine would be taken away so those parts could be recovered. This was done with your consent.
Visit 3 – Replacement Delivery:
Prior to attending, our standard “on the way” message was sent to confirm attendance. You queried whether the message had been sent to the correct number, which was confirmed, along with clarification that we were delivering the agreed replacement machine. Although there was some initial confusion, you confirmed that delivery that evening was acceptable.
On delivery, you were asked to inspect and test the Dyson UP22 replacement. You confirmed you were happy with the machine before proceeding. The replacement was supplied with a 3-month guarantee, which was explained at the time. You also independently checked online pricing for similar refurbished machines before confirming acceptance. The agreed outstanding balance of £155 was then paid.
At no point were high-pressure sales tactics used. All work, faults, options, and costs were explained and agreed throughout the process.
Following the posting of your review (and additional reviews on other platforms), we have attempted to contact you twice to discuss this directly and resolve any concerns but have not received a response. We remain willing to address this professionally and directly rather than through repeated public statements.