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Hoover Company Complaint - Hoover Vacuum melted carpet - Wind Tunnel Model UH40125
Wind Tunnel Model UH40125 - Complaint
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.
Inadequate Warnings!
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.
Fairness Denied!
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.
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.
Inadequate Warnings!
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.
Fairness Denied!
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.
Comments:
Posted by MundoCani on 2009-09-04:
As much as it sucks, you didn't use the machine per the instruction manual. In fact, you scoffed at the instructions and the warning. Not to mention that you did it six times in a row. (Too bad you didn't notice the "butchering" sooner.)
As for their lack of responsiveness, it does sound like they could improve there. But I wonder, when you first called and ended up in Steve K.'s voicemail, did you just demand they pay for your carpet or did you ask to discuss the matter? Either way, I guess, they certainly should have called you back sooner. But I do have to agree with their decision - you we were warned. And now a lesson learned.
It's interesting to note that there are five Hoover Wind Tunnel-related reviews on this site (listed above under "Related Reviews"), and one of those (per it's headline) notes the company is "non responsive." Hoover better watch it!
As for their lack of responsiveness, it does sound like they could improve there. But I wonder, when you first called and ended up in Steve K.'s voicemail, did you just demand they pay for your carpet or did you ask to discuss the matter? Either way, I guess, they certainly should have called you back sooner. But I do have to agree with their decision - you we were warned. And now a lesson learned.
It's interesting to note that there are five Hoover Wind Tunnel-related reviews on this site (listed above under "Related Reviews"), and one of those (per it's headline) notes the company is "non responsive." Hoover better watch it!
Posted by KCRovert on 2009-09-04:
Here's a tip deePJbee, next time your going to leave the vacuum running on the carpet while you clean the stair, push the button (or whatever the process is on your particular vacuum) to switch the setting to Hardwood. That will stop the brushes, using only the suction. This should prevent the problem you described.
Posted by justthefaxx on 2009-09-04:
Instead of never buying another Hoover product why don't you just adhere to the warnings. This was completely your fault and they shouldn't pay for anything. You assumed wrong that the vaccuum sitting on a stair while another one is cleaned would be fine. Lesson learned!
I agree with KCR, hardwood setting would not use the brushes at all.
I agree with KCR, hardwood setting would not use the brushes at all.
Posted by deePJbee on 2009-09-04:
I'm sorry Mundo but there is a huge difference between "WEAR" and "DAMAGE". Wear implies a gradual degredation while serious damage is what occurred - on it's maiden voyage no less. Apparently the higher ups at Hoover agreed with me after all as they have since decided to pay me for the cost of repair.
KC, thanks for the tip . Perhaps that should have been printed in the deficient manual. Finally, to justthefax, I accept zero blame for what went wrong. The manual needs to be made accurate and I'll bet they do it on the next printing. deePJbee
KC, thanks for the tip . Perhaps that should have been printed in the deficient manual. Finally, to justthefax, I accept zero blame for what went wrong. The manual needs to be made accurate and I'll bet they do it on the next printing. deePJbee
Posted by MundoCani on 2009-09-04:
I see, "wear" vs. "damage." There is indeed a difference.
Did Hoover agree to reimburse you since you posted this?
Did Hoover agree to reimburse you since you posted this?
Posted by Ytropious on 2009-09-04:
I have a similar happenstance, but this one was completely my fault. My cell fell out of my pocket when I was vacuuming and it had one of those plastic snap on cases on it. Well, I must have vacuumed over it and the phone got caught under it for a while because once I figured out it was underneath the vacuum the case had been melted to a degree. My phone was fine, thank goodness. I believe it was a Hoover too. But I don't blame the company, I know it was my bad/ignorance.
Posted by BARTELL on 2010-02-10:
First of all you have to remember Hoover is a china owned company.Hoover used to employee 4000 people in US and the products were made here in North Canton Ohio.They are made in china now all of them there is no Hoover company anymore it is a company that ownes royal vacuums ,dirt devil,and half of all power tools in Home Depot and Hoover.The product is not the old well built Hoover you remember but a cheap imitation.
Posted by BEV on 2012-03-19:
I agree with you 100%. I had the same problem. The vacuum can not even sit on the carpet for seconds (long enough to pull a chair out from under a table or move a phone chord) and the vac is melting the carpet underneath. I have melt marks on my carpet that when measured are exactly the same distance as the brushes on the vac. SHAMEFUL!!!! A good lawyer needs to take all these melt cases (which there are many) and file a class action law suit.
Posted by Rhonda on 2013-03-05:
I had new carpet installed throughouty entire house. I also bought a new vacuum cleaner. I vacuumed the stairs and realized that the carpet had melted. There is NOTHING in the manual that warns of this. Additionally, a Hoover rep verified this to me. I have been vacuuming carpet for well over 40 years and have never melted the carpet.
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