Bissell, Inc Warning: Defective Wheel on Model 16N5F-Bissell Healthy Home Vacuum Grand Rapids Michigan

Defective Part Warning!

Warning: Defective Wheel on Model 16N5F-Bissell Healthy Home Vacuum.

My wife and I had four vacuums replaced within a 30 day period due to this defect. This was our final communication to Bissell Customer Service regarding the vacuum:

After conferring with my wife regarding the apparent product defect of the Bissell Healthy Home Vacuum, we’ve concluded we must resign ourselves to investing in a higher-grade vacuum with another company.

Bissell’s inability or unwillingness to investigate and correct an obvious defect in their product leaves us skeptical as to the reliability and longevity of your products.

I’m requesting a full refund in the amount of $216.09 for order number ending in ...379. 

We’ve complied with all of your requests to reconcile this issue.  Replacing the product isn’t resolving the defect. We’ve exhausted our efforts on our side, therefore we feel justified in saying we do not wish to expend any further costs on Bissell with regard to shipping materials or more importantly our valuable time just to appease Bissell’s lack of customer trustworthiness.  We are not accustomed to patronizing companies that do not value their customers honesty and integrity. We rather take offense to it. 

We need a reliable product. We appreciate your guarantee to satisfy your customers but we cannot continue to send back a vacuum every week. 

If Bissell is truly a company that focuses on customer experience and satisfaction you should gladly comply to my request. If your unable to assist me please direct me to someone who can.

We received a full refund (credit on my card) for the vacuum today, June 10, 2013.  

The Defect

The wheel closest to the handle release pedal.

How do I determine if my vacuum has this defect?

Grab the wheel so your fingers are placed evenly around it. Gently pull on the wheel to see if it is secure. If it’s not it will just slide right off. 

How to request a new replacement vacuum?

Contact Bissell Customer Service at 616-453-4451. This is Customer Service in the United States not a call center in the Philippines. Ask for Lisa at extension 1291. You’ll find you will receive more efficient resolve to your issues by contacting Bissell USA directly.

How long do I have to report this defect?

30 days from the date of purchase for a new replacement vacuum  If it’s over 30 days, you’ll more than likely be prompted to take your vacuum to an authorized service representative in your local area to have the part replaced. Bissell should cover this cost.  You should not have to spend any out-of-pocket money on this correction.