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Customer Review

on 26 April 2013
This is the first time I have bought a Vax product and it did come highly recommended and the various TV adverts convinced me to switch from Dyson,

So within 30 days, the first machine had developed a minor issue with one of the filters. True to Amazon's faultless customer service, a replacements was sent out immediately and the replacement taken back. Now this is what set Amazon worlds apart from other on liners, they do the right thing by their customers.

Anyhow, the replacement machine:

1 - Very lightweight - no issues with navigating around the house and carrying up the stairs. However doing the stairs is a bit tricky!

2 - Suction - very strong suction for the size of the vacuum - cannot fault it.

3 - Dust bin - a bit on the small side but then it would be perfect for the 1 bedroom flat not suited for a house as you'd be emptying it all too often

4 - Durability - the vacuum itself feels a bit flimsy, the clips on the hoses that attach to the body snapped off - not too much of an issue as the hose stays on anyhow. The brush bar would get clogged every week - never happened with a Dyson!

5 - Motor burn out - exactly a year into usage the vacuum started to smell strange when using. I started seeing smoke in the cylinder so I switched it off right away. Unplugged and noticed that a horrid burning smell was coming from the motor - and a big build up of carbon beneath the filter.

This is the cracker - I bought this vacuum because of "The Vax Air cylinder’s market leading 6 year guarantee† gives you complete peace of mind." - the only disclaimer was the guarantee applied to the UK only.

I called the VAX customer services team and they ran through the usual checks and then asked if I could test the machine - I refused to turn it on as it was deemed as unsafe. Fast forward, they will send out a replacement only after:

1 - Vax will send paperwork to filled by me and stick machine's serial number
2 - Post back
3 - Wait up to 7 working days for a replacement main body
4 - reuse all old parts

Here's the best bit:

5 - Pay £3.99 for the use of the the guarantee and this would be applicable to every claim made. Therefore the guarantee really is misleading. I don't see other manufacturers charging a small premium to honour a defective product!

My advice would be to only purchase this machine if you have a small flat and don't have a large surface area to cover. Otherwise, stay clear of this machine. The VAX support team as much use as a chocolate tea pot!

Amazon on the other hand have been great - the machine is going back for a full refund. I will be purchasing a different vacuum and of course from Amazon.
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