Zayyan Rth
map-marker Costa Mesa, California

Oreck XL - warranty not worth the time it takes to read - machine not worth the time spent to clean

I purchased the Oreck XL vacuum in 2005 from a store in Costa Mesa, CA. and received all annual tuneups and warranty repair from same store with no complaints and sometimes within the hour, but never more than 2 days to repair until that store closed. Calling the phone number for the closed store led me to a nearby Oreck authorized repair center (Coast Vacuum & Sewing Center 170 E. 17th St. #116 Costa Mesa, CA) where I was assured that the store was purchased by the same owner that I had previously received excellent and fair service under the lifetime warranty. I left the machine at the store for warranty repair service because although it was fully functional, I could smell dust in the air as I operated it. After 2 1/2 days, I called the store to see if the machine was ready for pickup and I was informed that it needed new parts (not the brush, roller, or bag) and the cost would be $95. I explained that the machine was under warranty and there should be no charge and received the answer that the warranty only covers the annual tuneup service. I couldn't remember the details on what the warranty exactly stated at that moment, so I allowed them to proceed to fix the machine while I researched the warranty with belief that the corporate office would mediate the situation if necessary. The warranty as stated on Oreck's website is, "Oreck will repair or replace, free of charge to the original purchaser, any part (other than edge brushes, brushrolls, and disposable inner bags) that is found to be defective in material or workmanship for the lifetime of the product. This lifetime limited warranty applies to normal domestic use. Any commercial use of this product will void this limited warranty. This limited warranty does not cover the replacement of edge brushes, brushrolls or disposable inner bags." I spoke with corporate customer service, Sabrina Hurd, and explained the situation to her that the store is misstating the lifetime warranty and wondered if I could receive her help to educate the store about repairs under lifetime warranty. She stated that the warranty is not lifetime and the decision as to whether the repair should be covered by the warranty is the decision of the store. I voiced my concern that wouldn't it raise her concern as a customer if she had left her machine with a store that misstated the warranty and therefore wouldn't she be concerned about the honesty of the store operator in determining if the repair should be covered by the warranty? Her answer, she doesn't know she has not spoke with them and she was not willing to ask them the same question herself. I said, I just explained it to you, if you heard their answer, "only annual tuneups are under warranty" wouldn't it raise her concern about the store operator's honesty or need to be educated about the warranty? She refused to answer the question, and stated that one of the repairs I may have needed (replacement of the "O Ring", is not a warranted part) to securely hold the handle of the machine together is not a warranted item. The warranty is pretty straight forward on paper, but there are apparently many items that Oreck adds to the list that they will not cover under the warranty, leaving discrepancies and unsatisfied customers in the process of not receiving the stated warranty. The stated warranty was the reason I spent nearly $500 on the machine in the first place. The vacuum doesn't work any better than my friend's $100 vacuum. Last week, I cleaned my carpets with a $95 Bissel shampooer after vacuuming with the Oreck and picked up handfulls of pet hair even though I paid for a new brush and received a replacement motor about 2 years ago. Every time I shampoo the carpet, there is handfulls of doghair that the Oreck leaves behind. The Oreck XL is not worth continuing to repair when it only does a half-rated job of cleaning and beyond that, I'm not willing to work with people (this store or corporate customer service) that cant live up to their warranty as it is printed on the website and there is no fine print to list all of the growing list parts not covered under the warranty. I didn't realize when I left my vacuum for repair that it would be the last time I would see it because I refuse to pay $100 for repairs that should be covered under warranty and I was not willing to drive from one Oreck store to another to find an honest retailer while my bi-weekly vacuuming was left undone. It would have been necessary to purchase a new vacuum anyway to get me through the extended period to repair the machine. Just leaving it with the closest repair shop, its been 5 days and I have not received a return phone call to confirm the machine is ready to pickup. Yesterday, the phone call I placed to the store inquiring if the machine is ready has gone unanswered after being put on hold, losing connection...redialing and providing my name & phone number with the promise that he would call me back because he was busy at the moment...I still dont know if the vacuum is ready...good, it gave me plenty of time to figure out that I was waiting to be ripped off on the warranty and the corporate office is contributing to the effort. The store can consider my vacuum a donation and I hope they have the heart to give it to a needy person or group so that they can write off THEIR good-hearted deed..but I bet they will sell it for less than they were going to charge me for the warranted repair. I lived and learned so that I could warn other consumers not to overpay for a warranty that isnt worth the time it takes to read.
View full review
  • Inability to understand oreck warranty
  • Unresponsiveness
  • Dishonesty
Reason of review:
Warranty issue

Preferred solution: Live up to the printed warranty

1 comment

You should stay far away from Oreck and their stores.

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