Oreck Informative - Poor Performance - Worse Service/Support
HAWAII -- Here is what we sent to Oreck
May 18, 2007
Mr. David Oreck
5000 River Road
New Orleans, LA 70123
REF: refusal to stand behind manufactured product.
Aloha Mr. Oreck:
My wife and I are on our 2cnd Oreck Vacuum machine purchased here in Honolulu. The first one functioned pretty well and we had no real complaints. The second one, however, has been a problem from the start. When we first began using the machine it seemed very heavy and hard to push. We took it to the dealer and were told there was nothing wrong with it – it must be our carpet. So we took it home and tried again. I called and questioned the dealer again and was told the carpet must have a high humidity and that is making the machine hard to push. So for nearly 2 years we have struggled with the “light weight easy-to-use Oreck” and felt more and more that we should have returned it right away. A few weeks ago we had the occasion to take the machine in to get a bag replacement and the technicians did something to the machine and when we brought it home it worked unbelievably well!
But, within 2 weeks it was back to the old push problems. Again we are told it is working properly. It appears that the unit is not functioning with the belt properly. The wooden roller has scorched and turned black on one end and the machine simply does not perform well at all.
I am aware that we did not purchase this machine from your factory. Instead we purchased it from your authorized dealer. Nowhere in your advertising do you advise clients to purchase from the factory in order to receive satisfactory customer service. But that is the latest reason given us for your representative refusing to make good on your product. I have attached the sequence of emails to date and am going to ask you a personal and very simple question. “Do you really back your products with pride and confidence? Or is the satisfaction guarantee phrase a platitude to create easier sales?” I find it hard to believe that a family proud company with the heritage you have in the community is willing to allow even one client – clear over in Hawaii – to conclude that Oreck cannot be counted on for integrity.
You will see from the email and the attached receipt that we simply want our money back. 2 years of struggle is enough. I wish the machine would work for us but am unwilling to undertake having a machine serviced every few weeks just to keep it operable. I await your response.
Never got a response or follow up
We got a real vacuum and the amount of dust, dirt and grime it has cleaned out of our carpets shows that almost everything gets "by an Oreck"Oreck