VAX is not covering WAND/Handle under warranty

johnwright123

I bought a vax vacuum with extended six years warranty.

After 10-11 months, suction was reduced. I called vax and then they asked me to replace the floor head, suction was never back to the level as new. Suction continued to reduce. We called VAX about 2 years back and they remotely assisted. However, problem was not fixed. We never bothered to call again.

In this lockdown, It was necessary to fix this vaccum. I managed to purchase new filters based on VAX advice. VAX also advised me to wash filter every three months. As soon as, I replaced the filter, suction is better than before. However, WAND is rotating 360 degree. WAND is not able to support the suction level.

I called VAX. They asked me to purchase the wand separately, not under WARRANTY?!??!. VAX are saying plastic behind WAND is broken without me telling anything. The way customer support spoke to me that they are already aware of the issue. I came across forums that it is a known issue. I am not interested in paying anything extra as I already spent on the filter. If handle is coming under wear and tear, I can only keep the vacuum in the bank locker. I purchased whole vaccum cleaner not bits and bolts covered by warranty.

Miele and Henry support are much better

What should I do now?

powerful_Rogue

johnwright123 said:

I bought a vax vacuum with extended six years warranty.

After 10-11 months, suction was reduced. I called vax and then they asked me to replace the floor head, suction was never back to the level as new. Suction continued to reduce. We called VAX about 2 years back and they remotely assisted. However, problem was not fixed. We never bothered to call again.

In this lockdown, It was necessary to fix this vaccum. I managed to purchase new filters based on VAX advice. VAX also advised me to wash filter every three months. As soon as, I replaced the filter, suction is better than before. However, WAND is rotating 360 degree. WAND is not able to support the suction level.

I called VAX. They asked me to purchase the wand separately, not under WARRANTY?!??!. VAX are saying plastic behind WAND is broken without me telling anything. The way customer support spoke to me that they are already aware of the issue. I came across forums that it is a known issue. I am not interested in paying anything extra as I already spent on the filter. If handle is coming under wear and tear, I can only keep the vacuum in the bank locker. I purchased whole vaccum cleaner not bits and bolts covered by warranty.

Miele and Henry support are much better

What should I do now?

What are the terms of the warranty?

You might have a claim against the retailer under Consumer rights, however as it's at least 2+ years old, it would be for you to prove it was inherently faulty via an independant report.

sheramber

What is 'the bank locker'?

johnwright123

VAX sent the replacement WAND. All issues are fixed now.