Dyson Italy country specifics update

A customer has a supersonic still on guarantee which is not working anymore. The filter has been cleaned following the instructions. What should you do?

• Collect the machine and send it to the workshop

• exchange the machine immediately

• ask the team leader if you can arrange an exchange

• advise the customer to knock it against the wall, since it usually starts working again

A customer bought a V8 from a Coin Store 2 months ago. Unfortunately the machine is not working anymore. what should you you do?

• Collect the machine and send it to the workshop for repair.

• Do the troubleshooting and try to fix the issue sending a spare part.

• Tell the customer to go back to the Coin store to get it exchanged

• Exchange the machine immediately

A customer is calling since is V10 is not working anymore, Resolve suggests to send a new battery, but unfortunately it's out of stock. What should you do?

• Ask your team leader when the battery will be available again, if it takes more than 5 days, arrange an exchange

• Exchange the machine immediately

• Send a V8 battery

• Collect the machine and send it to the workshop (RTB)

We have arranged the collection of a V6, 4 years old, that can't be repaired. We have informed the customer that we can exchange it for 125 €. The customer is asking if he can get a V11 paying the difference. What should you do?

• Tell the customer that we are sorry but unfortunately we can't do that.

• Tell the customer that we are going to escalate his request to a manger.

• Tell the customer that we will provide him with a discount code to buy a new machine on the website

• Tell the customer that you don't care

A retailer is calling since they want a machine to be repaired. The repair is chargeable

• Inform the retailer that they can pay via invoice.

• Inform the retailer that the only available option is cash on delivery

• inform the retailer that, as one off, the repair will be free of charge

• inform the retailer that we need to speak to the customer.