Hoover Company Complaint - Hoover Vacuum melted carpet
Hoover Vacuum Cleaners Melt Carpet!
This is not just another disgruntled kook blowing off steam because a company he bought from didn’t respond to his complaint. This is a serious charge rightly levied against Hoover Vacuum for inadequately warning consumers how their Wind Tunnel vacuum cleaner can literally melt carpet when it lies idle on a staircase rung.
The owners manual, which I read thoroughly before I even turned the machine on, warns that when vacuuming stairs the unit should be left at the bottom of the staircase and the longer hose (not included, but available at extra cost) should be used - get this – “so as to avoid undue wear on the carpet and to avoid possible injury.” Like I was going to go out and buy an extra long hose after having spent over $300 on what is supposed to be a top flight vacuum cleaner – before using it once! I don’t think so.
Absolutely no warning about how the revolving brush creates so much friction induced heat that it will literally melt your carpet the first time out of the box. Being an able bodied male of at least average strength I felt that placing the unit on one stair and holding it steady with the left arm while using the hose attachment to vacuum the stair immediately above with the right arm would work just fine. And it did until I reached the top and noticed to my horror as I looked down that vacuum brush marks had literally been branded into the carpet on at least 6 stairs.
Non-existent Customer Service!
The worst part of this saga continued when I tried to reach customer service to complain about the inadequate warning in their user’s manual, and inquire as to what they could do about my practically new Berber carpet that was ruined because of it. The usual 10 minute navigation through a series of automated prompts finally brought me to the voicemail of a Steve K. who never had the decency to return any of my calls. (I had found a carpet company who would replace the damaged carpet on my staircase for about half the cost of the vacuum cleaner and I submitted his estimate in writing.) I only wanted them to cough up the $200 he wanted to fix the damage. I was not asking for a room full of new carpet.
And both times that I complained in writing to the email address given for such, an automatic reply came back saying that my message had been received and that I would be contacted shortly. It never happened. Never, except when I hung on to phone calls that I initiated did I ever get to speak to anyone from Hoover. In fact, the email avenue is a dead end because when you reply to their reply, it tells you not to reply. In other words, all avenues of complaint are basically dead ends.
Update: A subordinate of the senior personal who would have had the authority to help me finally called me back on 9/3/09 to deny my claim citing the warning about undue wear in the manual. Undue wear my ass! This machine butchered a like new rug after one use!
Said denial of claim occurred after at least a half dozen phone calls/emails from me over the course of over 8 weeks time!
All I know is this is no way to treat a customer with a valid complaint. I WILL NEVER BUY ANOTHER HOOVER PRODUCT.