Owner Support France

Customer claims that he did not receive his motorhead brush, I should :

• Check the tracking and if lost, send another one in goodwill

• Check the tracking and forward to Team Leader

• Case for Owner Support

• Ask for an Official denial letter

Customer places a machine order, but we do not find anything on Salesforce, he claims that he has already been charged. What should I do?

• Nothing, he is lying.

• Open a case to Owner Support Team

• Open a case and do resolve

• Open a case to "France contact centre queue"

The customer is Out Of Warranty, and he is asking for a goodwill gesture.

When do we ask the Team Leader?

• I don't ask the TL but create a case and assign it to Owner Support

• Only if Customer had a big issue, it is "Dyson" 's responsibility and the client insist on having a goodwill gesture.

• Never give goodwill

• Open a case and give him what he wants

Customer's machine is indicated as "delivered" on Chronotrace but customer claims he did not receive it, I should :

(two correct answers)

• Create a case to Owner Support (Status "awaiting customer replies") and ask for filled and correct denial letter

• Create a case and send a machine in goodwill.

• Create and escalate case to Owner Support

• Place a new order of the machine in a goodwill gesture

Customer is asking for an invoice, we should :

(two correct answers)

• Find the order on Salesforce and open a new case with all the details for Owner Support.

• Check if the order has been delivered more than 15 days ago.

• Create an invoice on Word and send it via outbound email.

• We do not provide duplicate of invoice.

Customer contacted us because he still did not receive his refund after 15 working days, we should (multiple correct answers):

• Check on the Refund checker

• Check if there is a new/in progress case and leave a note for Owner Support

• Don't do anything, just advise the customer to be patient

Customer refused a delivery due to the weight of the parcel. She thinks it might be empty. Should I escalate it to Owner Support ?

• YES

• NO

Answer explanation

Customer refused delivery and will get refund automatically, no need to escalate to owner support.

A customer bough a Dyson V15 DETECT, 17 days ago on Dyson's website. And the exact same machine, same color, same accessories is now €60 cheaper due to winter sales in Darty (retailer) .

• Customer can benefit our Price Match policy, so I directly escalate the case to Owner Support

• Price Match policy does apply on limited promotion if the machine is exactly the same. I offer an accessory for compensation (50eur max.) or a partial refund (in case of refund : case to OS)

• Nothing I can do, it has been more than 7 days!

• I can only compensate the price sending spare part in goodwill.

Answer explanation

Best price offer is within 30 days after the date of purchase, according to Happy Owner Policy

Customer contacts us to cancel a Pre-Order made on our website :

(two correct answer)

• It is always possible

• It is possible only if the order is still in "created" status

• I create a case related to the order and escalate it to Owner Support

• I use the new Cancel order button in Salesforce

Customer order is blocked in warehouse :

• Escalate it to owner support only if the order is more than 3 days old.

• Escalate it to Owner Support anyway.

• Send a new machine in goodwill.