Euro-Pro Complaint - Infinity Vaccum - not worth the money
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 firstname.lastname@example.org. 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.