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The Shark Steam Mop is DANGEROUS
Posted by on
NEWTON, MA -- DANGER WARNING!
We've used it plenty of times, but this happens frequently enough for me to consider it a product defect and a danger to the public! The Mop will heat up and expel steam, but it gets CLOGGED somehow and will build up enough pressure to literally shoot the head off expelling HOT STEAM & HOT WATER out the end endangering anyone close to the mop.

This has happened numerous times!

I contacted 'Euro-Pro Operating LLC' who makes the Shark and they refuse to acknowledge my email.

4-13-2012- Rcvd a comment from Euro-Pro just yesterday,
Comments from the Manufacturer/Private Labeler
Comment from Euro-Pro Operating LLC 6/16/2011
We received your product claim concern from the U.S. Consumer Product Safety Commission. Thank you for bringing your issue to our attention. Rest assured, product and consumer safety is always a top priority for us. Please contact our claims line at 866-694-6406 for additional assistance."
     
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User Replies:

Anonymous on 2011-06-13:
Thanks for the warning. That could be very dangerous, and its disappointing that the company will not respond to you. I have the one by Bissel, and its pretty good.
Skye on 2011-06-13:
How about sending them a certified registered letter return receipt letter, through USPS? Or try using the live chat. Here is the link:

http://www.sharkclean.com/cgi-bin/livew/site.w?location=mcopy.w&mcopy=customerSupport&target=main&frames=no&sponsor=000006

Thanks for the warning.
KevinTX on 2011-06-15:
I chatted with them yesterday, see my session below and notice how he quickly ended the session. At least now I have an email and a phone number.

----------
Please wait for a site operator to respond.
You are now chatting with 'James'
James: Thank you for contacting Shark, how may I assist you today?

you: HI James, can you supply me with an a email address please?

you: for support

James: I feel that perhaps chat is the better option for support. I tell you what...I'll give you the address, but let's try and work through any issue you're having first, shall we?
you: Sure, I have a SHARK STEAM MOP that blew the end off the other day shooting hot steam and water all over my kitchen floor and cabinets.

James: Oh ow. Is everyone alright?
you: I burned my foot pretty bad. I tried to contact customer service WEEKS ago, but no one returned my email or phone call.

you: It's model #S3501 was there a recall on this item?

James: Had you contacted our headquarters directly?

you: Yes.

James: (and no, we had no recall)

you: I wanted an email so I could send you a pic of the end of the mop AFTER the incident.
James: I really must refer you to our headquarters directly so that your claim can be properly processed

James: Ah

James: I see

James: Were you given a customer account number?

you: No, I called on a wknd, and gave up waiting. That's why I'm trying a chat session this time.
James: The headquarters is open Monday to Friday from 8:30 to 5 Eastern

James: (1-800-798-7395)

James: I would really recommend it

James: Photos can be emailed to consumerservice@euro-pro.com

you: That would explain why no one answered. Thank you for the email... I'll send a photo and see what they say. Are you there at HQ, or off site?

James: I'm here as well, yes

you: OK, thank you, I'll send it to your attn. This is a very dangerous product James... you guys should really look into it. I was a little discouraged when I looked up reviews online... so many people are complaining about it. We thought it was a good product up to this point, it downright scared me. 'm glad I was the only one effected... this would be a different story if my daughter was anywhere near the mop when it "exploded."

James: Thank you for using our live chat service and have a nice day.
Chat session has been terminated by the site operator.
Alison on 2011-08-06:
Hi,

The exact same thing has happened to me on numnerous occasions (the first time I chalked it up to a freak accident, the second I stopped using the mop, as my two toddlers were nearby and nearly hit with the steam blasting out the end). The inside neck of my mop and the attachment look the same as your picture. I am going to make a complaint to Health Canada's Consumer Product Safety people. Someone is going to be disfigured by this thing.
JT in High Point on 2011-08-13:
I have one and it blew the head off and the steam was so strong that came out it CUT a hole in my wood floor!!! About 1.5" long! Scared the bejeebers out of me. I put a different head on it and used a few times. That one just blew off today. :( Luckily, I realized what was happening and ran to the laundry room with it instead of pointing at the hardwood floor.
Louise1 on 2011-09-04:
This thing shot like a rocket and almost burnt me. I was lucky that the pad was away from me and I used gloves. It was a scary experience. This product is dangerous and should be off the market until the company has fixed the problem. I will report this issue to the proper authorities(Canadian Government and CSA)
Jerry on 2011-12-07:
Mine is clogged and squirting water through the pressure relief hole located in the middle of the water tank! And its super heated! Also, the water tank and mop handle are very, very hot. This is a dangerous mop! Mine is exactly 1 year old!
Jules on 2011-12-22:
Today mine stopped steaming (used less than 20 times in total) I went to switch it off as I was worried about the pressure build up. next thing it exploded spraying steama dn hot water out the sides, burning my hand and scaring the life out of me. This product seems very dangerous and looking around the internet I am finsing more and more people having the same problems with it
Tama on 2011-12-31:
This happened to me as well. I used it about 10 times over the course of a year. As soon as the end shot off, steam shot out of the end. Luckily, I backed away quick enough to not get burned. Now the mop is useless.
Erin on 2012-01-10:
This happened to me as well. I just wasn't as lucky to get away as quickly. I noticed it wasn't steaming anymore, just as I was about to remove the cleaning pad from the bottom it made a loud pop and steam came gushing out the top of the canister onto my left hand, which was stabilizing the mop. It burned my left hand pretty good. This product needs to be taken off the market, it is way too dangerous! This steam mop is going into the trash where it belongs!
Sharon on 2012-01-16:
This happened to me a few days ago. Steam built up in the head. I could hear it steaming, but it never came out. I took the head off and steam shot out, luckily the steam didn't get my hand - it was close. It scared me thinking what could have happened. This is dangerous. My 7 year old daughter was playing nearby in the living room (I was in the kitchen). She stopped in her tracks. We were shocked and scared at what happened. I was looking for a solution and trying to troubleshoot, but found these stories. I've had the mop for just over a year. I really liked it. Now I'm scared of it. I probably will get a new steam mop. Different brand. Hoping that is not common in all of them.
KevinTX on 2012-01-25:
The company called me and sent me a new mop and new pads on the house.. funny. They were very interested in getting the damaged mop back, even sending me an ARS shipping label... to me, this meant they were trying to cover their butts by getting the defective product back in their hands. Too bad we had already cut the electrical cord on it and threw it away.
KevinTX on 2012-04-13:
Comments from the Manufacturer/Private Labeler
Comment from Euro-Pro Operating LLC 6/16/2011
We received your product claim concern from the U.S. Consumer Product Safety Commission. Thank you for bringing your issue to our attention. Rest assured, product and consumer safety is always a top priority for us. Please contact our claims line at 866-694-6406 for additional assistance.
Jess NJ on 2012-10-13:
Same happened to me today I have used this a total of maybe 10 times and pressure built up and POW!!! exploded window blew out of the side! Luckily wasn't near kids or dog. I was surprised that I didn't get burned or have a heart attack!
Katie on 2013-03-19:
Same thing happened to me. I cannot believe that this is still on the market! Products have been recalled for much less. I returned my first one thinking it was just a defective one, but my new one is doing the same thing. Very scary and super dangerous!! This is going to the trash and I'd not recommend it to anyone.
Alice on 2013-04-08:
Good God, the thing is evil! Shark pocket steamer is DANGEROUS:
With a sudden pop, the unit shot high velocity steam directly at my hand. Shocked, in disbelief, I just stood there watching my skin instantaneously melt into a white juicy mess! The skin literally dripped away from my back-of-hand! Serious 3rd degree burn injuries required urgent care wound treatment round of antibiotic. I am PiSSed!

I have previously owned and used two other portable steamer models, both by different manufacturers, with a perfect safety record consistent performance. This Shark steamer is clearly defective from what else I'm reading, and should be recalled.
Julie Haley on 2013-06-02:
I "WAS" in the market, today, to buy one BUT WILL NOT
because of the attitude and unconcern of the company!
Amanda on 2013-06-05:
Same thing happened to us. Mop builds up steam and it shot the whole front of the mop off. Not a good product filing a complaint!
Heather on 2013-06-16:
I thought something didn't quite sound right as it stopped steaming. I just stood there trying to figure out what was happening and before I knew it the mop head blew off and water sprayed all over the floor. I let the mop cool down and tried again and it blew off a second time. It was a gift given to me two years ago. I guess that is the life span of it. I will be checking out Consumer Reports when I purchase my next steam mop.
Martha on 2013-07-04:
When mine exploded, I know the neighbors heard it. I won't buy another steam mop of any make because it terrified me. They could send me a replacement and I wouldn't use it.
AM on 2013-11-20:
I didn't read every comment but did you remember to follow the directions and use DISTILLED water so minerals won't cause clogging?
Mary on 2013-11-24:
Also used 7 or 8 time and then the mop head blew off, let it cool and tried again, followed all directions in the book and it blew off again, paid $100.00 at Sam's Club. WORST PURCHASE I HAVE EVER MADE
Jennifer on 2013-12-11:
I've had my shark since around February this year, and this same thing happened to me today. Just my 3 year old and I were home and it scared the mess out of us! I thought maybe the head wasn't attached properly, so tried again and, of course, it happened a 2nd time. I don't know if they'll do anything about it, but I WILL NEVER buy another Shark. I also previously had a cheaper shark and it quit steaming after less than a year. Would seem as popular as they are and as much as they cost, they would last longer. Going to try the new Swiffer steam mop which is teamed with Bissell.
Gress family on 2014-01-03:
Same happened to my mom, she said not long after plugging it in she herd a loud pop sound but said nothing about steam flying out,, sound like a bad product to me steer clear.
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Infinity Vacuum - not worth the money
Posted by on
ATKINSON, NEW HAMPSHIRE -- I purchased this unit to replace an Oreck. My intention was to buy the Dyson Animal, however this unit appeared to have the same features for half the price. REMEMBER: YOU GET WHAT YOU PAY FOR!

From the date of purchase I have had NOTHING BUT PROBLEMS with this machine.

It came from the factory with a clog; when I contacted Customer Service for assistance on clearing the clog because the owners manual was useless, the woman barely spoke English and was of no help at all; it was clear that she was following a script and any deviation from the script totally threw her!

After one week of use, the fastener on the dust cup broke; I had to wait an interminable amount of time to get a replacement cup; first they sent the wrong part - and when they did send the correct part it was for the standard upright vacuum, not the pet care system, so the tab on it is a different color than the machine.

The telescoping wand is broken and won't stay in one position - it extends and retracts at will.

The unit tips over very easily when you are using the floor attachment and even without pressing the release button on the unit it the handle collapses down.

I wish I had spent the extra money and bought the Dyson.

I sent an email to the company yesterday. I haven't heard anything back from them.

4/17/08 update: I just received an email response: Thank you for your recent e-mail. For quicker service, you can reach our Customer Service Department at 1-800-798-7398, from 9:00 am to 6:00pm E.S.T., 6 days a week from Monday to Saturday. If you are unable to reach us by phone, please email us at customerservice@euro-pro.com. In addition, you may use our website's Support Wizard to access Frequently Asked Questions, Manuals, or to find parts & accessories.

This doesn't really address my issue or question. Their website displays a form when you click on "Contact Us" and when you fill out the form, they respond with "call us - but if you can't reach us, send us an email"?!! I will call them to follow up. I was trying to avoid having to call their Customer Service again, as I am not bilingual!

Update: I just called Customer Service - got the "high call volume" recording that told me I should go to their website and contact them! Finally get "Sheena" (not sure if she was in India or Pakistan) who repeatedly told me she couldn't "hear" me which probably meant that she couldn't understand me; I certainly couldn't understand her! After many painful moments of conversation she kindly informed me that they would replace the telescoping wand at a charge of $20 plus shipping and handling. I told her that I wasn't paying for a replacement part - the warranty is for 2 years and the unit is still covered by the warranty. She then informed me that replacement parts aren't covered by the warranty and the telescoping wand is a "wear and tear" item. HUH?!?! After some discussion and being placed on hold several times, she agreed because I am a "valuable customer" that they will replace the wand as a one-time courtesy, free of charge.

     
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