Frequently Asked Questions -- FAQ

[MVacs]

Frequently Asked Questions

Are you affiliated with Dyson in any way?

We are totally independent and Dyson have no influence whatsover on our business. This is how we can undercut them by £131 with new DC14's for example. Do you think they would let us do that if they had any influence on us?

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

We didn't bother to ask Dyson if they would "approve" us - we didn't feel that would benefit us in any way. 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 discernable 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.<<

Why are your new Dysons cheaper than Dyson themselves? How is that possible?

We only carry selected models of new Dysons, and not all the time. They must be models that we know are OK (because our customers trust us to sell them good machines as opposed to experimental lemons). Accordingly, we do not stock "seconds" or "factory rejects" or stuff like that. We have many contacts, some of whom sometimes offer us a deal on a batch of new Dysons. One recent example is a batch of "balls" we sent a truck to the Netherlands to collect. Dyson is not such a big name in mainland Europe as it is in the UK, so they sell new models cheaper there to compete with locally popular brands. We bought a batch from a Dutch wholesaler we know and brought them back here. Dyson would probably call them "grey imports" - our customers just called them "cheap!" - we sold out very quickly.

Why don't you accept credit and debit cards in your shop? Everyone takes cards nowadays. We live in a cashless society you know!

We accept most cards online for all our internet shop transactions. The fact of the matter is that accepting cards costs us money. We are not Wal-Mart or B&Q who get a sweet deal with the big banks. Everyone else buries their card charges in with their prices. That means everyone pays. Until recently, we charged a 5% administration fee to accept cards (similar to what Ikea or some budget airlines do) in our shop; but people resented paying it as a separate charge, so we scrapped cards altogether.

We don't pay the greedy banks credit/debit card fees when we don't have to (We pay them enough for our online transactions already). Our prices are simply too cheap for us to absorb the machine rental, percentage levy and transaction fees associated with taking cards face-to-face. Cash has been the payment method of choice since 600BC - why change the habit of 2610 years? If you want to buy online, you can use your card; in our shop -- face-to-face -- you pay cash.

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. 

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. 

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. When we sell a reconditioned Dyson from our online shop, the packaging that is sent out in is recycled. Even our delivery van runs on bio-diesel. Yup. We're green!

Somebody on eBay 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). 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 many 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 cheap if they are properly reconditioned. 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 orders sent by regular mail usually take 2-5 working days depending on if sent with Parcelforce or Royal Mail (Parcelforce are a bit slower). Machines are all sent by DHL and they typically deliver the next working day.

Regular mail within the EU tends to take around a week. The US, Canada and Australia is typically 7-10 days. Russia is 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 fulfil 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").

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 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.

I bought a replacement motor from you but it looks a bit different and hasn't got the thermal cut out on the outside?

The replacement motors we supply do not have the thermal cut out on the outside, they have it on the inside out of sight. Having it on the inside means in the event of a problem, the motor cuts out faster before any damage is done. Other than that, any differences that exist are visual, and due to copyright laws and Dyson patents. Other manufacturers must make their parts look slightly different to keep out of legal hot water.

The short version is, if we have supplied a motor for a particular machine, be assured that it will fit perfectly and work just fine. 

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 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 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 like this:

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

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 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).

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. 

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.