COOKEVILLE, TEXAS -- Called to find warranty center for my vacuum since the dealer in my area closed down, after talking to the representative on the phone she told me I would have to send the vacuum in and the closest warranty center was three hours from me and I would have to pay the freight and it would probably not be covered under warranty. I asked her to send me a copy of what is covered under warranty. She said it was in the paperwork from when I originally purchased the product.
She was not helpful at all on any question I asked. I give her the serial number, the build date. I had to ask her 3 times if she could tell me what the warranty was. Finally she told me when it was purchased and how long do want it was good for. She also told me that it would take 24 to 48 hours for them to email me the paperwork I have to have to send it in for warranty repair. VERY dissatisfied!!! 😕
COOKEVILLE, TENNESSEE -- From the day I purchased the Oreck XL2200RS from my local Oreck dealer about 2 years ago, I was surprised by the difficulty of using the vacuum. It is nearly impossible to push, and the hassle of having the belt come off and have to be completely replaced about once a month. Now the belt hardly lasts to vacuum the house, and these supplies go for a premium cost! The man who originally sold me the vacuum said the company gets lots of complaints about the belt not staying on (after I bought it and used the original extra belt). I made do. But when the belt comes off, the vacuum literally spits dirt and debris into the air! I was injured at work and now suffer with RSD in my left wrist and arm, and I can't change the belts. The outer bag ripped when I vacuumed under my bed (very thin fabric) and the new manager said I need their most expensive bags--last visit, 3 bags, 3 belts, over $60.
Now, he said I am vacuuming "wrong" since the vacuum can't be pushed forward and backward, especially if going over an area rug or from one little elevation to another within the house. He demonstrated the way I should go sideways around the edges of the area rugs--no info on actually vacuuming the rugs. So last night my husband changed the belt which he had just put on 3 days earlier, and I got through half of the living room today before it was off, again. I tried to write this up and send the comment from the website, but it would not send. I called the customer service number listed in Tennessee.
The first woman told me I need to purchase a part to raise the vacuum off the floor so I can vacuum the area rugs (I told her I wasn't paying anything else--that the rugs were 8x10 low pile and were not the issue). She said because of the enormous 120 pound suction, the vacuum just sucks it up and that makes the belt come off. Oh. So this vacuum can't be used across elevations from tile to rug, can't be used to vacuum over low area rugs, and can't be used under beds or furniture? What is all that power good for? She said she was sorry I was unhappy. I asked to speak with her supervisor. When she came on, she wanted to know if I had replaced the beater bar? If I had taken the vacuum in for all its maintenance? If it was still under warranty? If I understood it is the consumer's job to replace all these things, just like any other vacuum?
That sent me reeling. I mean, I have had several vacuum cleaners in my life, and only bought this one after giving up an Electrolux that needed a new hose for the power bar attachment. How I wish I had fixed that vacuum. I have never had a vacuum that breaks down as often as this. I have never been told it is the user's fault for the kind of carpet or area rugs or the way she vacuums. It isn't. The fault lies with this lemon of a product and the failure of the company to stand behind it. I was told I didn't buy it DIRECT because I bought it from my local Oreck store instead of the infomercial. Excuse me. The receipt I have shows I purchased it at the Oreck Clean Home Center. I was told I had to take it in for service. Maybe the company would pay for this, if my warranty is in effect.
The truth is, I don't want service. This vacuum is not designed well and will never come close to the hype they give it. It is a money pit. If you or anyone you know is even thinking of buying this, just know you are better off with a vacuum that you get at your local discount store that costs under $100 and you know will last you very well for probably 5 years. And I am going to look at the Dyson. I don't know which vacuum I will get next, but you can bet it won't be an Oreck--like the saying goes, "Fool me once, shame on you. Fool me twice, shame on me!" This company will never get another penny from me. Save yourself the disappointment and the money--don't buy this defective product at any cost.
I purchased 2 Oreck XL Air Purifiers and don't think much of the product. What I cannot stand is the terrible customer service Oreck provides.
I bought the Air Purifiers where I would have no interest for 1 year. Sometime after the product arrived I began receiving mailings from Oreck Direct telling me I had a past due bill. I was receiving 2 letters like this per day! What a waste of stamps and trees.
I sent payments, but the letters did not stop. I called and Oreck said I had no outstanding bill, but the letters did not stop. Finally, I escalated the issue and someone figured out that the tax on my original purchase was not forwarded to HSBC. Oreck/HSBC are not one and the same. They are business partners, but hardly much good at actually partnering.
So, Oreck Direct is to straighten this out, and my next months HSBC bill shows I owe $0, zip, nada; in fact, I have a rather large credit balance. I call them to say, no I have a real debt of about $300 and to please check their records. Par for the course, I must call several times to fix this mistake.
Three months later I start receiving letters from Oreck Direct saying I am delinquent on making payments and the entire bill of $600 must be paid immediately. Well, I had made some payments because of the tax letters and my bill now should only be $300. I'm wondering what's going on?
I call HSBC and a supervisor tells me she will work with Oreck Direct to let them know HSBC is still holding the debt that is around $300. She promises to call me back later that day; she never does.
I call Oreck Direct and they tell me HSBC closed my account and sent them back the unpaid debt. Oreck tells me to work with HSBC.
This two-headed monster of Oreck/HSBC will point back and forth at each other all day long, saying "Don't talk to us, talk to them." Obviously they don't talk to each other.
I insist on a conference call and felt a bit like the fly on the wall as the two representatives discuss the all the pratfalls of their business and the mistakes that were made. Finally, the Oreck Direct associate who had been so uncompromising when telling me to send them a payment NOW and then get my money back from HSBC, apologizes and says the situation is resolved. IF ONLY...
Today I received a call from a collections agency hired by Oreck Direct and they start in with the PAY NOW OR ELSE attitude.
The following is an edited email I sent to Mr. David Orek (like anyone in that company has the brains to actually forward an email) with the copy of the email I had to send to the collections agency:
To David Oreck: At the end of this email I am including a copy of an email I have been obligated to send to a collection agency because your billing department has repeatedly demonstrated that it cannot competently address or fix problems it has created. I do not want to repeat the full litany of missteps Oreck Direct (and HSBC, by association) have made, for that information is in your records. I will say that I have spent a great deal of time in trying to resolve the problem your business created. Your company has repeatedly offered me apologies and promises that the problem has been resolved, now only to find that you have turned my name over to a collections agency. As I explained to your employee D\_\_\_\_\_\_, I would like nothing better than to be done with your company once and for all, but you simply cannot get it right, but rather make matters worse. I won't use the product I bought from you because it reminds me of what a mistake I made when I established a relationship with you to begin with. To: F\_\_\_\_\_\_ G\_\_\_\_\_ with A\_\_\_\_ Collections This is a notice to dispute that I have an outstanding debt with ORECK Direct. Today you contacted me to collect on a debt with ORECK Direct. When I explained that I do not have a debt with ORECK and was advised me to send a written notice to dispute the debt. I have subsequently called ORECK Direct and I spoke with D\_\_\_\_. She reviewed my account and confirmed that I do not have a debt with ORECK Direct and that a mistake had been made when their computer sent you my information for collection. She said that they would recall the collection notification sent to you. My past dealings with ORECK Direct have been unsatisfactory and I have little confidence in their ability to carry through with promises. I share my opinion about ORECK's demonstrated business incompetence since ORECK has seen fit to invite you into my business. I want to stress that I DO NOT owe ORECK Direct any money. Please, let me know if you need anything else from me to prevent ORECK, through your company, from damaging my credit rating. Thank you. CC: posted to Oreck's Contact Us page on www.oreck.com
Last word on my Oreck Experience: I don't recommend the Company. And the product is mediocre, at best.
Any bets on whether Oreck will call off the dogs?
In September 2009, I purchased an Oreck shampooer brand new for $399 in Evansville, Indiana. After the first use, I took it back because there was no suction. They told me the shampoo bottle was in wrong and took in back, did something to it, and returned it to me. Two weeks later, I relocated to Florida. I used the shampooer for the second time, it gushed water everywhere. I called Oreck Corporate and they said in a roundabout way that they do not support their products and I would have to have it serviced locally. They gave me the name of the nearest store over an hour away. I took the shampooer there. The assistant manager claims they do not carry that product because it is a bad product, but it was the O-rings leaking. He fixed it, and I took it home. Once again, I went to use the shampooer and it gushed water everywhere (causing me to rent a rug doctor to clean up the mess). I returned it to the store an hour away (again). They said they had to ship it somewhere to be fixed.
When it was finally repaired, a month later, I was swamped at work and asked that they ship it to me. The Assistant Manager said he would. Two months later, still no shampooer. I called and the Assistant Manager claimed it was mis-shipped and he would find it. This was August. It is now January 2011 and I still do not have my shampooer after numerous attempts and unreturned phone calls from this Lady Lake, Florida store.
Today, I finally receive a call from the GM saying the shampooer had never left that store and claiming the Assistant Manager did not know what I was talking about - asserting me as a liar. We shall see if it is actually there this weekend.
I will never buy another product from Oreck again. I will share this on Facebook, create a website, Twitter, tell my family, and link it in because I have never been treated so poorly by a company before. Oreck - since you don't want to honor your supposed 30-day guarantee (because that is when I began complaining), you have lost a customer for life and I will make sure you lose some more.
GAITHERSBURG, MARYLAND -- I purchased my Oreck XL21 7 years ago. The company guarantees yearly check ups once a year for 21 years. They are supposed to clean and replace parts if need be. I have been taking it for 7 years into an Oreck store in Gaithersburg Maryland, the Kentlands Oreck store.
When I brought it in last week for its yearly checkup the owner refused to service it unless I could produce a proof of purchase. I was confused since the previous owners never once asked me this. I did not have a receipt from something I purchased 7 years ago but assured them I was in their computer system and to just look me up by the serial number on the machine. Indeed I was in their system and showed I had been in last year for a check up. However, that did not satisfy them and they refused to service my Vacuum cleaner as guaranteed in the purchase agreement. I called Oreck headquarters and they still have not gotten back with me, even though the lady on the phone said there should be no reason why the merchant shouldn't service the vacuum cleaner.
I have left 3 messages and wrote them an email and still nothing has been done. In the meantime I have been complaining to neighbors about this and come to find out a couple of them have had similar problems with Oreck. One of my friends lent me her Dyson's vacuum cleaner and I don't know maybe this is a blessing in disguise but I fell in love with Dyson's vacuum cleaner and just purchased it. If you are thinking about an Oreck keep in mind I had a lot of problems with the belt coming off too, but because they replaced it free I didn't sweat it. Save yourself a headache, buy Dyson.
ST. CHARLES, ILLINOIS -- I brought my vacuum in for repair. Salesman convinced me to purchase a new one, and they would give me credit $100 for old one. I took this deal (shouldn't have but it did), because mine was really in good shape. He was going to destroy my trade in! I paid $800 for that thing. So I asked him if I could have it. He said yes. I asked him if he could fix it, he said yes. So I left the vacuum to be repaired and went home with my new one.
They never called me to tell me it was finished with repair. I lost track of time and didn't pick it up for five months.
Now here is the problem. When I picked it up, I did not get my vacuum. I got someone elses. I knew because it was in bad shape AND more so it did not match the serial number that was on my repair receipt. I called many times, they claim that the one that I have was a newer model so I made out on this deal. He could not find mine, he said it must have been given to someone else.
I called the 800 number, she told me it should never have been repaired because it was a trade in. HOWEVER their salesman let me have it and accepted the job of repairing it. Plus she claims it was destroyed, they the salesperson did not understand that it was to be repaired. I was flabbergasted. Now they are lying. How did he not know, he wrote me up a repair receipt.
The salesman refunded me the repair cost and I left them the vacuum. Now whatever the story behind this is, the problem is that they lost my vacuum cleaner and offered no reasonable solution to me the customer. Honestly Oreck Company, I feel we pay way too much for these vacuums so that your people can ignore serial numbers and not give people reasonable solutions when you screw up.
For the amount of money we spend on your products we should get top quality customer service. What did I learn from this, as other people have said, their service is terrible, they are not worth the money we pay. I could have gone to Target and bought a vacuum for a lot cheaper. I will never recommend one of these items, nor will I ever buy another one again. I will not take another item to them for service, I will take it somewhere else.
COOKEVILLE, TENNESSEE -- I am upset because I purchased this vacuum and spent over $300 for it, and it should have had all the features compared to the cheaper vacuums. It worked fine until I got new carpeting, which was somewhat higher than my old carpeting, and I went to use the vacuum and I couldn't push it. The brushes were too low, and they have no adjustment on it to raise them.
So I called a Oreck dealership and the guy said yes, they are aware of it and they made up an attachment to put on the bottom and for us to come up and buy it. So we did, needless to say, that didn't work, it is still very hard to push. I wrote to Oreck Corp and they had no intentions of resolving it. All they said was we have some vacuums out now and that I could go in and trade it in for an upgrade. I told them they should have put on the box that it only could be used on certain heights of carpeting. I told them they should make it right with the customers that had this problem with this vacuum but all they said was that the vacuum was not defective. I told them that I didn't say it was defective, I said it doesn't work on my new carpeting.
Stay away from this company and don't buy any of their products, they don't back them up.
COOKEVILLE, TENNESSEE -- I bought an Oreck XL, in May 2011. I was told it was safe for hardwood floors, man were they wrong. It has done over $5000 dollars worth of damage to my floors. I have been speaking with the customer service reps, and can you believe they want me to send them the vac back, so they can look at it. Well I wasn't born yesterday, the bottom of the vacuum cleaner is scratched up and worn down from scratching my floors. They will not get a chance to repair it so it looks like it didn't do it.
Don't buy the Oreck Silver XL if you have hardwood, it is not safe.
ATLANTA, GEORGIA -- I purchased an Oreck XL21 vacuum cleaner five years ago to use around the house. The vacuum cleaner comes with a 21-year warranty, but the warranty is invalid if you do not take it in for an annual "tune-up." Thus, even when the machine is working as it should I am required to take it in for "service." Though a slight inconvenience, I can deal with this condition; however, for the past two years, after the machine was "serviced" it no longer worked appropriately. I was told I would have to pay Oreck $60 dollars to replace parts, in order to make the vacuum work as it did prior to being "serviced."
This is extortion, for if I do not take in to be serviced the warranty is invalidated. If I do continue to take it in for service, apparently they will break the machine and require me to pay just so I can have the vacuum cleaner returned to me in the same condition it was when I brought it in.
At the current rate my Oreck vacuum will cost me a minimum of an additional $960 over the balance of the 21 year warranty just to keep the machine working as it should. Find another vacuum to purchase that won't cost you an arm and leg to maintain.
I purchased the Oreck XL vacuum after watching their ad on TV. It stated that it was only 9 lbs. and a wonder machine at picking up dirt and pet hair. I have two dogs so this proclamation was important to me. 75-80 percent of my flooring is heavy area rugs. The Oreck will not run on this type of carpeting. I can't push it hard enough to make it run. The company suggested I try an additional attachment, at MY cost. Now the vacuum moves over the carpeting but doesn't pick up anything.
There should be something, in their advertising, stating their vacuum won't work on ALL carpeting. I paid $500 for a vacuum I can only use on 10 percent of my floors. Oreck's customer service just said they were sorry. I can't afford another vacuum and I'm angry.