COOKEVILLE, TENNESSEE -- From the day I purchased the Oreck XL2200RS from my local Oreck dealer about 2 years ago, I was surprised by the difficulty of using the vacuum. It is nearly impossible to push, and the hassle of having the belt come off and have to be completely replaced about once a month. Now the belt hardly lasts to vacuum the house, and these supplies go for a premium cost! The man who originally sold me the vacuum said the company gets lots of complaints about the belt not staying on (after I bought it and used the original extra belt). I made do. But when the belt comes off, the vacuum literally spits dirt and debris into the air! I was injured at work and now suffer with RSD in my left wrist and arm, and I can't change the belts. The outer bag ripped when I vacuumed under my bed (very thin fabric) and the new manager said I need their most expensive bags--last visit, 3 bags, 3 belts, over $60.
Now, he said I am vacuuming "wrong" since the vacuum can't be pushed forward and backward, especially if going over an area rug or from one little elevation to another within the house. He demonstrated the way I should go sideways around the edges of the area rugs--no info on actually vacuuming the rugs. So last night my husband changed the belt which he had just put on 3 days earlier, and I got through half of the living room today before it was off, again. I tried to write this up and send the comment from the website, but it would not send. I called the customer service number listed in Tennessee.
The first woman told me I need to purchase a part to raise the vacuum off the floor so I can vacuum the area rugs (I told her I wasn't paying anything else--that the rugs were 8x10 low pile and were not the issue). She said because of the enormous 120 pound suction, the vacuum just sucks it up and that makes the belt come off. Oh. So this vacuum can't be used across elevations from tile to rug, can't be used to vacuum over low area rugs, and can't be used under beds or furniture? What is all that power good for? She said she was sorry I was unhappy. I asked to speak with her supervisor. When she came on, she wanted to know if I had replaced the beater bar? If I had taken the vacuum in for all its maintenance? If it was still under warranty? If I understood it is the consumer's job to replace all these things, just like any other vacuum?
That sent me reeling. I mean, I have had several vacuum cleaners in my life, and only bought this one after giving up an Electrolux that needed a new hose for the power bar attachment. How I wish I had fixed that vacuum. I have never had a vacuum that breaks down as often as this. I have never been told it is the user's fault for the kind of carpet or area rugs or the way she vacuums. It isn't. The fault lies with this lemon of a product and the failure of the company to stand behind it. I was told I didn't buy it DIRECT because I bought it from my local Oreck store instead of the infomercial. Excuse me. The receipt I have shows I purchased it at the Oreck Clean Home Center. I was told I had to take it in for service. Maybe the company would pay for this, if my warranty is in effect.
The truth is, I don't want service. This vacuum is not designed well and will never come close to the hype they give it. It is a money pit. If you or anyone you know is even thinking of buying this, just know you are better off with a vacuum that you get at your local discount store that costs under $100 and you know will last you very well for probably 5 years. And I am going to look at the Dyson. I don't know which vacuum I will get next, but you can bet it won't be an Oreck--like the saying goes, "Fool me once, shame on you. Fool me twice, shame on me!" This company will never get another penny from me. Save yourself the disappointment and the money--don't buy this defective product at any cost.
ST. CHARLES, ILLINOIS -- I brought my vacuum in for repair. Salesman convinced me to purchase a new one, and they would give me credit $100 for old one. I took this deal (shouldn't have but it did), because mine was really in good shape. He was going to destroy my trade in! I paid $800 for that thing. So I asked him if I could have it. He said yes. I asked him if he could fix it, he said yes. So I left the vacuum to be repaired and went home with my new one.
They never called me to tell me it was finished with repair. I lost track of time and didn't pick it up for five months.
Now here is the problem. When I picked it up, I did not get my vacuum. I got someone elses. I knew because it was in bad shape AND more so it did not match the serial number that was on my repair receipt. I called many times, they claim that the one that I have was a newer model so I made out on this deal. He could not find mine, he said it must have been given to someone else.
I called the 800 number, she told me it should never have been repaired because it was a trade in. HOWEVER their salesman let me have it and accepted the job of repairing it. Plus she claims it was destroyed, they the salesperson did not understand that it was to be repaired. I was flabbergasted. Now they are lying. How did he not know, he wrote me up a repair receipt.
The salesman refunded me the repair cost and I left them the vacuum. Now whatever the story behind this is, the problem is that they lost my vacuum cleaner and offered no reasonable solution to me the customer. Honestly Oreck Company, I feel we pay way too much for these vacuums so that your people can ignore serial numbers and not give people reasonable solutions when you screw up.
For the amount of money we spend on your products we should get top quality customer service. What did I learn from this, as other people have said, their service is terrible, they are not worth the money we pay. I could have gone to Target and bought a vacuum for a lot cheaper. I will never recommend one of these items, nor will I ever buy another one again. I will not take another item to them for service, I will take it somewhere else.
COOKEVILLE, TENNESSEE -- I am upset because I purchased this vacuum and spent over $300 for it, and it should have had all the features compared to the cheaper vacuums. It worked fine until I got new carpeting, which was somewhat higher than my old carpeting, and I went to use the vacuum and I couldn't push it. The brushes were too low, and they have no adjustment on it to raise them.
So I called a Oreck dealership and the guy said yes, they are aware of it and they made up an attachment to put on the bottom and for us to come up and buy it. So we did, needless to say, that didn't work, it is still very hard to push. I wrote to Oreck Corp and they had no intentions of resolving it. All they said was we have some vacuums out now and that I could go in and trade it in for an upgrade. I told them they should have put on the box that it only could be used on certain heights of carpeting. I told them they should make it right with the customers that had this problem with this vacuum but all they said was that the vacuum was not defective. I told them that I didn't say it was defective, I said it doesn't work on my new carpeting.
Stay away from this company and don't buy any of their products, they don't back them up.
In September 2009, I purchased an Oreck shampooer brand new for $399 in Evansville, Indiana. After the first use, I took it back because there was no suction. They told me the shampoo bottle was in wrong and took in back, did something to it, and returned it to me. Two weeks later, I relocated to Florida. I used the shampooer for the second time, it gushed water everywhere. I called Oreck Corporate and they said in a roundabout way that they do not support their products and I would have to have it serviced locally. They gave me the name of the nearest store over an hour away. I took the shampooer there. The assistant manager claims they do not carry that product because it is a bad product, but it was the O-rings leaking. He fixed it, and I took it home. Once again, I went to use the shampooer and it gushed water everywhere (causing me to rent a rug doctor to clean up the mess). I returned it to the store an hour away (again). They said they had to ship it somewhere to be fixed.
When it was finally repaired, a month later, I was swamped at work and asked that they ship it to me. The Assistant Manager said he would. Two months later, still no shampooer. I called and the Assistant Manager claimed it was mis-shipped and he would find it. This was August. It is now January 2011 and I still do not have my shampooer after numerous attempts and unreturned phone calls from this Lady Lake, Florida store.
Today, I finally receive a call from the GM saying the shampooer had never left that store and claiming the Assistant Manager did not know what I was talking about - asserting me as a liar. We shall see if it is actually there this weekend.
I will never buy another product from Oreck again. I will share this on Facebook, create a website, Twitter, tell my family, and link it in because I have never been treated so poorly by a company before. Oreck - since you don't want to honor your supposed 30-day guarantee (because that is when I began complaining), you have lost a customer for life and I will make sure you lose some more.
GAITHERSBURG, MARYLAND -- I purchased my Oreck XL21 7 years ago. The company guarantees yearly check ups once a year for 21 years. They are supposed to clean and replace parts if need be. I have been taking it for 7 years into an Oreck store in Gaithersburg Maryland, the Kentlands Oreck store.
When I brought it in last week for its yearly checkup the owner refused to service it unless I could produce a proof of purchase. I was confused since the previous owners never once asked me this. I did not have a receipt from something I purchased 7 years ago but assured them I was in their computer system and to just look me up by the serial number on the machine. Indeed I was in their system and showed I had been in last year for a check up. However, that did not satisfy them and they refused to service my Vacuum cleaner as guaranteed in the purchase agreement. I called Oreck headquarters and they still have not gotten back with me, even though the lady on the phone said there should be no reason why the merchant shouldn't service the vacuum cleaner.
I have left 3 messages and wrote them an email and still nothing has been done. In the meantime I have been complaining to neighbors about this and come to find out a couple of them have had similar problems with Oreck. One of my friends lent me her Dyson's vacuum cleaner and I don't know maybe this is a blessing in disguise but I fell in love with Dyson's vacuum cleaner and just purchased it. If you are thinking about an Oreck keep in mind I had a lot of problems with the belt coming off too, but because they replaced it free I didn't sweat it. Save yourself a headache, buy Dyson.
GAITHERSBURG, MARYLAND -- Brought in my beloved Dyson, which after nearly 9 years of faithful service, suddenly started making a horrific grinding sound, and the roller wouldn't turn.
The man was very friendly and helpful; diagnosed it as the clutch belt. I had a 50% off coupon, which he explained would be 50% off of the labor, as they couldn't discount the part itself. That was fine by me.
They honored the coupon and finished the repair a day earlier than anticipated (I'd brought it in on a Saturday; they said they'd have it ready Tuesday, but called me Monday afternoon to tell me it was ready).
They completely cleaned it as well as repaired it; it works like new! I am eternally grateful, and if I have further issues (heaven forbid), I will be happy to take my business here.
CHESTERFIELD, MISSOURI -- I have had my vacuum for 13 years and paid over $800 at that time. Until the last 6 months, it was running fine. When it started to act a little different than I was used to, I took it in for service. I paid for the belt and a new beater bar and took it back home.
I have now been back for service every 2 weeks for a total of 6 times. I've complained and asked for a "like" replacement since it can't seem to stay "fixed" they refuse and told me to continue to bring it in when it breaks. Their product warranty is a lie and the customer service and attitude of the employees in the actual store do not exist. I ended up buying another manufacturer's product.
RIVERSIDE, CALIFORNIA -- Took vacuum in for repair the connection between the bag to the unit broke sending dust everywhere. The Vacuum has a 15 year warranty in the book. The service tech ask me if we have pets? I said yes and he told me the vacuum is covered in urine and he cannot work on it, adding that the hose clamp I put on the connection voided the warranty. The vacuum sits in the garage so the dogs do not urinate on it. He told me it would cost $150.0 plus to fix.
I called Oreck who said clean up the vacuum and take to store in Ontario CA. When I took it there after cleaning, with bleach and sanitizer, I took the unit to Ontario store the tech told me that he heard about this unit and that he would not work on it as this unit is covered in urine, not even examining the Vacuum. This unit was taken on a regular basis to the Riverside store for service.
MASSACHUSETTS -- I have replaced the mop head attachment twice in one year. I rarely use the mop and when I do the steam shoots out of the top of the head.
The swivel tube that the steam travels down to the head is made of plastic and is tied to a plastic tube so it can flex. The plastic snaps off at this connection.
I called Oreck and they laughed at me when I told them the head was poorly designed and they told me it is not very common a problem. My suggestion is to buy another product. It isn't worth $200.
CHANDLER, ARIZONA -- I purchased the XL Platinum Power Vacuum in August of 2009 and had nothing but problems with it. Took it in several times for repair and was told well the problem was with my carpet. I upgraded to the Edge in August of 2010 which was supposed to work betternot true. These vacuums are the most difficult and picky machines I have ever tried to work within my 70+ years.
Now the Edge is not picking up anything again. Last week I had the Oreck Compact canister in for repairs. It is just a continuous series of repair problems with these machines. The advertisements are completely false. Buyer beware! There are many other less expensive machines that do a far better job.