Saturday

Rant: Dinair - Resolved

Update (1/16/12)
I just received the following email. Assuming I have no further issues with my airbrush or compressor, I am content with the way this last issue was resolved. Again, this experience has been an accurate account of my personal experience. I see quite a few people that love Dinair and it's one of the reasons I purchased mine. Hopefully this was a fluke and I can enjoy my Dinair and future dealings with Dinair form here on out!
 
I hope this email finds you well. I wanted to let you know that I saw your post about Dinair and how bad our repair service was and our customer service. I sent you out a brand new brush today free of charge. I have also let the repairs and sales department know about this. I sincerely apologize on behalf of Dinair and hope that this does not discontinue your business with us.

Have a great day!

 
Original Post

You guys know I rarely "rant" unless it's a pretty ridiculous situation and I feel that I've lead you to believe something else about the company prior to my bad experience. I think this rant is merited, unfortunately.

As many of you know, I purchased a Dinair last year after wanting one for quite some time. I was beyond excited when it arrived, but I quickly realized after setting it up and using it that something was wrong with the airbrush. I ran through all of the troubleshooting on the DVD that came with it, then turned to calling Dinair for help. After several attempts of receiving troubleshooting advice over the phone, I asked to speak with a supervisor. Here I was with a brand new Dinair which I'd been unable to successfully use from the beginning. The supervisor I spoke with was extremely understanding and said they would repair or replace it free of charge. Once the holidays were over I sent my airbrush in, expecting to receive it back in working order so I could finally enjoy the perks of airbrushing.

I just received my airbrush 30 minutes ago and after taking it out of its protective case I nearly hit the floor. It now has a crushed tip, deep gouge, and upon unscrewing the back I found a little web of fibers twisted around its insides.

It's crushed on the right side :(
                 
It looks like someone took pliers or something to it and gouged the underside.

It was super hard to capture, but right where the inner piece and the larger piece meet there's a little spiderweb of fibers wrapped around it. I tried to pull some of them off, but they're screwed into my airbrush.

The order states that my airbrush was cleaned and repaired. From all I can see, it was damaged and dirtied. I am blown away that anyone would think it was okay to damage this and then send it back! I was also kind of surprised that it wasn't sent back with the rubber band pulling the toggle back as that's how Dinair instructs you to store it at all times and that's how I sent it.

Either way, I am beyond livid! I called customer service (as the site lists that customer service is open Saturdays for "customer service and retail" from 9am to 5pm) and was told by a girl who made it very clear she did not feel it was her place to handle my issue that she and the one other person there only took sales calls, not customer service. She also said she could do nothing to help me as she wasn't in the shipping or repair department. Really? I emailed instead, hoping for better results. No response as of yet.

All I can say is that as of right now, my personal experience with Dinair has been a huge disappointment. I hope that they take this seriously. I'm absolutely beyond confused by this. I hope this was a major "oops" and oversight and that they'll resolve it immediately. For now, I'm trying not to get overly upset and hoping that this ends on a positive note.

I wanted to let you guys know what was going on as I'd spoken about my Dinair before and suggested it as a possibility to others based on my research prior to my experience. I'll be sure to update my blog to let you know how/if this is resolved.

The last 24 hours have not been the best, let's hope the rest of the weekend is better!

12 comments :

  1. That is very frustrating and it doesn't say much about the company. Having to send back something brand new because it doesn't work and then sending you either a broken or used one horrible. In this economy you would think they would try to please their customers because word of mouth is the best advertising they can get. I hope they get back to you soon

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    1. Thanks. I'm pretty surprised in general. I've heard such great things about them so perhaps this is just one of those 1-in-a-million situations ... but definitely discouraging :(

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  2. That sucks I'm sorry you have to deal with that. Completely unprofessional of them to even think of sending it back in that condition. Hope it all works out in the end for you.

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    1. Thanks! Yeah, definitely not the model of "great service" :(

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  3. That is terrible. I know how excited you were. What a huge letdown. That is ridiculous they sent it back to you in that condition. The fact they didn't even send it back in the proper storage position is even more bizarre. I really hope they make this up to you!

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    1. Thank you! I'm hoping they take care of this in one swoop tomorrow--supposedly they're going to be there. Fingers crossed, but definitely disappointing :(

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  4. OMG I just had the worst service ever with Dinair. Sent a defective product and went through hoops trying to get someone to give me a straight answer or respond to my concerns. I never got one apology or bit of concern for the trouble I've gone through, just one sarcastic email that said my replacement was sent. I let them know there is a ton of complaints online about them so I'm not some crazy irrational customer. How disappointing!

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    1. I am so sorry for your experience! Unfortunately, as I'm sure you saw above, my experience was similar :( I haven't dealt with them since and can only hope that all of these reviews online are brought to their attention so that they can work on resolving issues in a more effective manner. Hopefully that's the last of your Dinair trouble!

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  5. I too have had problems with dinair... I ordered mine on oct 23 and paid for express shipping.. received the item fine... but upon cleaning it with their cleaner i noticed the chrome was peeling off the hand wand! seriously??? brand new? then when i removed the back end off of it--- there appeared to be a broken down area around the threads where the metal was breaking down! doesnt seem like a new wand to me?? So i called them.. and here it is Nov.29th.. i finally got an RMA after several contacts from nov. 3 I dont want the thing.. but they still havent emailed me my return shipping label... I am very disappointed... it took me some time to get this thing because i dont order products on a whim. I did alot of reserach on it as well. sigh

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    1. Ugh misery :( To be honest my experience put a horrible taste in my mouth in regards to my machine. The whole process was just miserable and shouldn't have been. Hopefully someday they learn their lesson!

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  6. Looks like a public review is the only way to get any customer service from Dinair after you hand over the money... so here is my latest issue:
    Compressor is dead on arrival, and I cant get anyone at Dinair to organize a replacement or even respond.
    I like the product, I just want the company to pick up their game and at minimum meet their legal obligations under an issued warranty. Seriously poor so far....

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    1. That's very sad on their part :( I tried repeatedly to contact them regarding my issue and nobody would help me. It wasn't until I was contacted by them directly that anything happened, but even once they moved to replace it I had issues after. I had originally pushed to have my airbrush cleaned and/or repaired because it didn't work when I received it. I spoke with them on numerous accounts regarding this and it took a while to get them to agree to look at it without charging me. I can't say my Dinair experience was extremely positive to say the least, which is too bad given the fact that I loved that they cater to water-based cosmetics as I don't use anything with silicone/silicon on it.

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