Having problems with incompetent company!

mitsymad

Hello All,
I am posting for the first time on here, as I need some more advice and opinions.

In January, I bought a new Vax Vacuum Cleaner from Next Directory. During the first use, it became apparent that the brushbar was not always working correctly (the foot operated pedal was 'sticking' and not always turning the brushbar on or off when pressed). The instruction manual had pages missing, which I now understand, included the instructions for cleaning hard floors. Common sense however, told me to urge on the side of caution and turn the brushbar off and set the machine to 'high carpet' setting, which I did - although the machine told me the brushbar was off, it was in fact on. I used this setting to clean my kitchen lino, and it damaged it - took the top layer off!

I filed a claim to Vax, explaining to the agent who took my call, about the dodgy brushbar and the missing instruction pages and was advised to return the machine to Vax for further investigation, and ain independent agent would visit my property to view the damage and take photographs. I did as asked and returned my machine to Vax after the agent had been, having been advised that the investigation process of the machine itself should take around 5 days, although the result of the claim could take up to 28 days.


After a week had passed (with no alternative vacuum to use, and kids running around on a dirty floor!) I phoned the Vax Careline on a Friday, who informed me that the manager had emailed the relevant department to get the machine despatched that day, and it should be with me no later than Tuesday. I waited in Monday and Tuesday, and no machine arrived. This went on for 2 weeks with no vacuum to use!!!! Then I rang once more, starting to get really angry, and the helpful agent on the phone told me that my machine had in fact, not even been inspected!!! Anyway, a month later(!!!!!!) I received my machine back today, only to get it out of the box and it is damaged beyond repair, plastic housing and hoses cracked and smashed. Vax, in fairness, are sending a replacement out ASAP, but they advised it could be 5 days, another 5 days with a dirty floor!!

Having checked the machine again, the brushbar is now not working at all, and Vax have informed me that they couldn't find a fault with the machine, and therefore, because the brushbar was clearly on (although I had turned it off) they were unable to replace my flooring. I will have to replace the floor sooner or later, because I live in private rented accommodation and the landlord is aware of the damage, as we have had a property inspection since the damage occured. Vax recognised that the pages were missing from the manual, but that it wouldn't be a reason for them to recompense me, as the manual was available to download from their website - OMG!!!!

I am just so livid about the whole customer service failure, and then to go through all of this for an unsuccessful claim. I need some advice on what to do now, as previously explained, the brushbar was 'temperamental' and obviously showed no fault when vax inspected it, but it is now not working at all!! Any help would be much appreciated!

ormus

edit edit edit.
no ones going to read that stuff unless you make some paragraphs.
(try double spacing too).

imaginarynumber

Even after you edited your post i am a tad confused.

Did you not notice the floor being damaged and continue to vacuum it?

If you paid by credit card it might be worthwhile contacting them- additoinally your contract is with next rather than Vax so have you emailed them?

Good luck

aboard_epsilon

I've copied this from another post i made ..

"The belts problem is a big problem with a lot of the newer upright machines ...ive noticed the beater bar carrier bit .,..is not "man" enough for the job that it does ..the whole area between the "mounts" of the beater bars can twist and distort because it's poorly designed thin plastic with not enough regidity...the twisting and distorting cause the belt to track to one side, rubbing on something and breaking ..or cause belt to stop ..then the motor shaft wears it through."

They made some crap in the 70's 80's and 90's, but they are going over the top now, with stuff designed to last just the other side of the warranty.......that is so... fragile, it's likely to bust at any moment you use it ..

most of the uprights made today are pure crap..

ask for your money back
and..

Back Britain ..and get a Henry ..

all the best.markj