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Hoover or Bust
Vacuum cleaner
Review by veattimot on 2012-05-16
Rating: 
PENZANCE -- I bought a “Hoover ALYX” from Currrys, Penzance in June 2011. I live on my own and use it about once a week. A few months after I bought it, the plastic release catch snapped off but by using my thumb nail I could still make it work, so I put up with it. Then about two months ago, the hose connection to the rigid pipe severed and my best attempts to reconnect it failed but I soldiered on, holding it in place with my hand which made the operation very difficult and with a consequent loss of suction into the bargain. Then finally the electric roller would not remain extended which made operation impossible. You would think after one hundred years, such defects would be a thing of the past but there we go. So finally I revisited Currys, who after an initial brush off (the assistant said they wouldn't have a record of my purchase which was clearly false and when I persisted without difficulty he gave me a proof of purchase from his computer) he told me I would have to "speak to Hoover". So when I got home I found the warranty (in twenty languages) and rang the number. After the usual (these days) automated options I spoke to a Customer Service Person who was quite reasonable in manner but gave me a number of "hoops to jump", namely first my own details, then the make and model of machine, then the serial number, then proof of purchase - the latter I didn't have immediately to hand. She said she would transfer me to their engineers, who given the defects, would probably arrange for a replacement, which of course pleased me. However she couldn't transfer me to the engineers department without proof of purchase as her records indicated the machine was out of warranty!
At this I remembered that the proof of purchase given me by Currys was still in the car, so I rang off saying I would ring back. This I did going through the same automated system and being told I was now in a queue. After a relatively short wait a different person answered the phone, so I had to run through all my details again, after which I told her I now had the proof of purchase requested and could she put me through to the engineers as promised? Now I was told this was not possible and that "they didn't do that". I protested that I had only just been told that would happen to which she replied "there must have been some confusion". She said I would have to send in the proof of purchase for action to be taken. By now I was so worked up I demanded to speak to their complaints department only to be told that "all complaints must be in writing" so here it is for all to see.
Why can't firms with long experience make machines that do the job they claim they will do and if they don't, treat their customers promptly and with respect, to honour their word and put the matter right? It is a pretty basic principle that reputation is fundamental to commercial and economic success. I shall never buy another product with "Hoover" on the label. The founders of that company must be turning in their graves. Incidentally a Hoover washing machine I bought new broke down a couple of years after relatively light use and has never worked since. The products are lousy, the customer service appalling, the “warranty” useless. Sadly, this company appears to deserve to go to the wall. My advice: stay well clear of "HOOVER"!
At this I remembered that the proof of purchase given me by Currys was still in the car, so I rang off saying I would ring back. This I did going through the same automated system and being told I was now in a queue. After a relatively short wait a different person answered the phone, so I had to run through all my details again, after which I told her I now had the proof of purchase requested and could she put me through to the engineers as promised? Now I was told this was not possible and that "they didn't do that". I protested that I had only just been told that would happen to which she replied "there must have been some confusion". She said I would have to send in the proof of purchase for action to be taken. By now I was so worked up I demanded to speak to their complaints department only to be told that "all complaints must be in writing" so here it is for all to see.
Why can't firms with long experience make machines that do the job they claim they will do and if they don't, treat their customers promptly and with respect, to honour their word and put the matter right? It is a pretty basic principle that reputation is fundamental to commercial and economic success. I shall never buy another product with "Hoover" on the label. The founders of that company must be turning in their graves. Incidentally a Hoover washing machine I bought new broke down a couple of years after relatively light use and has never worked since. The products are lousy, the customer service appalling, the “warranty” useless. Sadly, this company appears to deserve to go to the wall. My advice: stay well clear of "HOOVER"!
Comments:
Posted by Bill on 2012-05-16:
The problem is people want cheap products and the companies want high profit margins.
This usually results in disaster or junk that doesn't last.
This usually results in disaster or junk that doesn't last.
Posted by trmn8r on 2012-05-16:
The main issue, other than the workmanship of the unit, is you didn't have your proof of purchase - critical to obtaining warranty support.
Once you located the proof of purchase it is a matter of obtaining warranty support. Companies rarely put you in contact with their "engineers", so it would surprise me if Hoover would even though the first rep said so.
I am a little confused that all you would have to send for a "replacement" would be your proof of purchase. I would think they would require the unit as well.
Once you located the proof of purchase it is a matter of obtaining warranty support. Companies rarely put you in contact with their "engineers", so it would surprise me if Hoover would even though the first rep said so.
I am a little confused that all you would have to send for a "replacement" would be your proof of purchase. I would think they would require the unit as well.
Posted by GenuineNerd on 2012-05-16:
Hoover quality has gone downhill since they stopped making them in North Canton.
Posted by ok4now on 2012-05-17:
The same people who make the "Dependable Kenmore Appliances" must now be making Hoover Vacuums. Now you know why they're junk.
Posted by omo5717 on 2013-03-17:
My hoover upright just died after ONE year of ownership. Corporations put a chip in your appliance and it is a KILL SWITCH. It is called "Planned Obsolescence." They need you to keep "buying." so the share holders and the CEOs can have a constant revenue.
IF YOU WERE A CHINESE EXPLOITED ABUSED WORKER....would you care about "Pride of workmanship?" NO!!!!! in fact you can bet that these workers get even by sabotaging the product as much as possible. WOULDN'T YOU IF YOU WERE ONE OF THEM??????????
Apple company treats them so bad....they commit suicide by jumping out of the factory building.
Apples solution? Not better working conditions....no.....no........they put a net around the building.(google it....google "planned obsolescence} American corporations the once pride of America has become a national disgrace.
Causing hate for Americans to be hated around the world.
IF YOU WERE A CHINESE EXPLOITED ABUSED WORKER....would you care about "Pride of workmanship?" NO!!!!! in fact you can bet that these workers get even by sabotaging the product as much as possible. WOULDN'T YOU IF YOU WERE ONE OF THEM??????????
Apple company treats them so bad....they commit suicide by jumping out of the factory building.
Apples solution? Not better working conditions....no.....no........they put a net around the building.(google it....google "planned obsolescence} American corporations the once pride of America has become a national disgrace.
Causing hate for Americans to be hated around the world.
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