Faulty Item and Worst service
Faulty Item and Worst service, 6 weeks to get to a poor outcome 1. Faulty Item 2. Over 6 Phone Calls 3. Over 20 Emails 4. Over 6 weeks just to get a refund 5. Refused to accept I purchased the item directly from them without written proof, that they themselves had to supply. 6. Told I may be fraudulent 7. Offered a downgraded product with no refund of difference in price I waited for 3 weeks for blackfriday sales, price on the website was $1000, when blackfriday sales came it was $999 and they claimed they marked it down from $1,299, so false advertising and it was off to a bad start. I purchased directly through the website mistakenly thinking I would get better aftercare service than buying through a local retailer, never again. When the unit arrived a week later, it was faulty out the box, it wouldn't turn on, we tried charging it and after 24 hours and 3 separate calls to their service team, in which I needed to take and send videos, go through multiple steps, send through serial numbers, etc, they acknowledged it was faulty. Their solution was take it back to where I bought it, now they had the serial number, they could see I purchased from them, but no, I needed the PDF receipt, which they don't give you when you purchase through their website, we went back and fourth on this multiple time, I forwarded them every email I received from them, in the end I had to go through another department, to generate a receipt, to send it back to the same company, to prove I bought an item from them. At this point I was already fed up. I was told a courier would come to my house to pick up the item, instead I had to go to AusPost and mail the item which given my work was a major hassle, it why I buy online to begin with. Once they received the item, the confirmed it was faulty, but they took so long doing this they had now run out of stock. Then the solution was a downgraded model, which retails on the website for $949, and retails at other stores for $889, I pointed this out, and the reply was, "no its the same price on our site", I don't know if my maths is as faulty as their vacuums but $949 does not equal $999, and its a downgraded product.