Hoover Company Complaint - Hoover---Could any company care LESS about its customers??
DENVER -- After having a couple of Shark cordless vacuums fall apart, I decided to pony up and buy the Hoover Platinum Cordless. The vacuum does work well. I decided to buy a spare battery pack (at almost seventy bucks!!) and ordered it directly from the Hoover site.
Right out of the box, it would not hold a charge. No problem, it has a 2-year warranty, right?? Well, TRY to get them to honor that warranty! Their customer service phone number is long distance, so I tried their web site. First, I tried the link to the "Warranty Information" page. Ha! Choosing that took me to a FAQS page with NO warranty info.
They do NOT want you to have their super-secret email addresses, so they force you to use a "contact us" form, which of course gives you NO record of your communication. I posted my plea there TWICE and several days later got a list of Hoover dealers, all miles away. (Is it too much for me to ask them to simply send me a new battery since I bought it directly from them in the first place?)
Of course, the email from them came from a "Noreply" address. What is it with a company that takes so many pains to HIDE their contact info from its customers?
Finally I decided to bit the bullet and pay for a phone call to their customer service number. I listened to the canned voice SLOWLY telling me at least twice to visit their web site to solve my problem (HA!). Finally I was told that they were closed, and to call back during their business hours, "Monday thru Friday, 8AM to 7PM EST" Since I was calling at 9:30 Eastern Time on a Friday, THAT was a surprise!
SO---I called the nearest Hoover dealer from the list THEY GAVE ME and asked if I could bring in the defective battery. The guy there was real nice but says that is a part "We cannot get, you have to get those direct from Hoover" He further told me that Hoover is apparently closing most of their service centers and parts are a nightmare.
What a colossal waste of my time! Talk about a nightmare. I am never buying another of their products. They may or may not make good stuff, but there is no reason in this day and age for their "Don't give a damn" approach to customer service.