4 of 5 people found the following review helpful
Failed After 17 months - Returned to B&D **Read This - Replaced**,
This review is from: Black & Decker FSM1600 Steam Mop (Kitchen & Home)
My wife bought this in November 2011 from Amazon, and up until about a month ago, has worked flawlessly steaming and cleaning the solid floors on the ground floor of our house. From reading reviews on here, we seem to have got more use out of ours than some other people have...then last week my wife filled ours with water and switched it on, only for the dreaded "no steam" symptoms that have plagued so many people on here.
Looking at the Black & Decker website, the warranty was for 24 months from the date of purchase (see this link [...] ), so I telephoned Black & Decker to arrange a warranty return. Note - I did NOT go through Amazon. The telephone number is at the back of the PDF link I've linked to just.
I spoke to someone who was very helpful, who advised that models within the 2 year warranty are being replaced for the newer model free of charge as a fault with the original model (i.e. this one) has been identified, the main symptom of which is no steam. The B&D person gave me the number of an Essex based approved service agent, who I then telephoned. I spoke to someone from the authorised agent who confirmed that the mop would be collected by a courier and returned to them, and upon inspection, a brand new replacement would then be sent to us, all free of charge.
I was advised to keep the carpet glider, as the replacement is NOT sent with one of these - re-use the original supplied.
So mine is now boxed, with a printout of the Amazon receipt. The courier will arrive in the next day or so. I will update this review as my return to Black & Decker progresses to help other Amazon customers.
UPDATE 10/4: UPS arrived and took boxed up cleaner away.....
UPDATE 20/4: Back from holiday to find a brand new, boxed steam mop. It is an FSM1610. 10/10 to Black and Decker for top customer service.