Good afternoon, * I recently spoke with a customer service manager of the South Americ...
GetHuman1966774's customer service issue with Shark Vacuum from January 2019
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The issue in GetHuman1966774's own words
Good afternoon, * I recently spoke with a customer service manager of the South America branch who’s name is John with stated ID of *****. **We called with an issue to our Shark Ion Robot that ran over a piece of ***** from our * lb puppy, who is currently potty training.*After the issue occurred we attempted to clean the Shark with a wet bristle brush, being very careful to not get water on the robot and keep as dry as possible. **The Service Manager stated that dog accidents are not covered under warranty based on the fact that it was classified as misuse but being that it’s a vacuum and we obviously could not have it roll around the room with dog excrement on it, it was obvious it needed to be cleaned.**Nowhere in warranty coverage does it state anything about the warranty being voided if it runs over dog **** or simply a puddle of water due to rain boots, spilled coffee, or others. Nor is this stated in the owners manual. Our Shark is less than * months old and we enjoy the job it does but after being enlightened of this voided warranty due to a lack of verbiage I have reached out to corporate in efforts to help resolve the issue and replace our Shark Ion Robot free of charge. **Please contact me at (***) ***-**** *Or S*****@***.com**On a second note. The individual on the service floor who assisted us ( name of John, service ID of *****) was very ignorant to any policies or who his boss was. He did not have any answers for why the warranty did not state proper verbiage and when questioned about it became very disrespectful and proceeded to insult my intelligence as to what a robot can handle. I was extremely offended by his remarks and hope that his inability to properly speak to customers with an issue is dealt with accordingly. **Once again, we really enjoy our Shark and are avid Shark purchasers, based on the performance of the machines. I hope that this issue can be resolved free of charge, or we will unfortunately take our future business to competitors. Thank you for your time***- Stephen Brock****-***-*****S*****@***.com
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