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Customer Review

36 of 38 people found the following review helpful
1.0 out of 5 stars Shame about the service, 18 Sept. 2008
This review is from: BISSELL 9400E Proheat Select 2x All Surface Upright Deep Cleaner - Black Cherry Fizz (Kitchen & Home)
Bought this carpet cleaner a few months ago and, as far as the machine itself is concerned, I am fairly pleased with the purchase. No, it is not a miracle worker and if you are faced with rather grubby carpets (moving into a new home, for example), be prepared to shell out quite a lot on shampoo as on deep-clean setting the stuff fairly runs through the machine - forget about the assurances of the sales staff that the 3 bottle pack will be more than enough for a whole house. Also, the edge-to-edge cleaning is a myth; it simply doesn't do it, so you are left with a strip of uncleaned carpet along the walls. Still, despite all this, it does a good job in cleaning carpets and I would recommend it.

The real problem arises when you have to get in touch with Bissell (I had actually bought the machine from their company website). I had to call them about a small problem with one of the tanks. You can only ever speak to the orderline; they claim not to have any customer service department, no supervisor and no technical means of putting you through to any other department. But they did take down all the necessary information and promised that the tech department would get in touch as soon as possible. They didn't. Next time I called I was send a replacement for the suspected faulty part (again, by the orderline); it turned out not to be the reason for the problem, but without any chance to speak to the tech department I will never know what the real problem is. Stupid as I am, I still proceeded to buy a vacuum cleaner from Bissell, reconditioned. Instead of the one I ordered they sent me another, discontinued model, stripped of all the onboard tools it would normally come with. Replacing them, as suggested and at full prize of course, would have cost me more than buying the machine brandnew. They did not answer any of my emails, they still would not let me speak to any other department apart from the orderline - and the spare parts centre -, they repeatedly lied on the phone regarding the order. In the end I was forced to cancel the order, receiving a cancellation confirmation addressed to "Dear sir/madam", not even my name, and without any "regards", "sincerely" or even a name. And, of course, without any apology.

If you want to go for Bissell, think twice. There are other good carpet washers and vacuum cleaners about, sold by companies which are actually interested in their customers.
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Showing 1-3 of 3 posts in this discussion
Initial post: 29 Sep 2009, 19:59:00 BST
D. Coxon says:
It seems to me that your main complaint with Bissell is regarding another product that you bought, and not the one mentioned here. Your review appears to be an excuse to moan about another transaction that wasn't even made through Amazon. By the way, I've used Bissell's online parts service, and I found it quick, cheap and efficient.

Posted on 8 Oct 2009, 08:11:28 BST
crimecat says:
I never had any problem with the online parts service either, and it is not mentioned in my review. I have had problems with the customer service, both in regard to my washer and in regard to my vacuum cleaner, which for me is a clear indication that their customer service generally is less than satisfactory, particularly when there is a problem with their products. The claims about the performance of the washer itself and about the cleaning formula were rather exaggerated, as mentioned. The customer service perpetuates these exaggerated claims, effectively lying to customers about, for example, the amount of cleaning formula needed; in both cases customer service also repeatedly lied about other aspects of the products (as well as my order). As far as the exaggerated claims are concerned, nothing has changed, last time I spoke to them. How a company deals with their customers, especially in case of problems or faulty products, and the reliability of the information you get from them are important factors not just to me and will influence the decision to buy or not buy a product for many people. You can call it a moan if you want to, but I bought two different products from this company and in both cases there followed many, many annoying telephone conversations with a customer care department that did not seem particularly interested in caring for its customers. Given that Bissell's products, despite their own hype, really are not noticably better than those of other leading brands, dissatisfaction with the way they treat their customers becomes a deciding factor, I find.
As far as the fact that the products were not purchased through Amazon is concerned, you will find that this is true of many of the reviews posted on this website. People generally review the product, not their Amazon transaction.
I am happy for you that you seem to be satisfied which your Bissell product(s) and your experiences with the company. I wish I was.

In reply to an earlier post on 5 Nov 2010, 09:33:37 GMT
Last edited by the author on 5 Nov 2010, 09:38:38 GMT
Mrs.Robbo says:
I found this review very informative and the fact that another reviewer along with yourself made comments on Bissell customer services is enough to make my mind up! The manufacturer's customer services is a very important factor in buying a product regardless of which company you actually purchased it from as the retailer only deals with problems for a set period of time and after that, it is the manufacturer that you have to deal with.
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