Bissell Customer Service FAIL

[niclonnic]

Earlier today, I emailed Bissell's customer service department (their staff is reduced due to COVID-19) about getting a replacement handle (for free under warranty) for my Bissell Pet Hair Eraser Lift-Off vacuum, after the cord clip broke earlier this year. Here's what I said:

"I've had this vacuum since December of 2018, and it's been working great. However, the cord clip on the back of the upper handle broke, so I'm going to need a new upper handle. Can it be replaced under warranty?"

A representative named Richard got back to me within an hour, and he apologized that the "upper cord clip" broke, and understood my frustration with having part of my machine broken. Noting that the vacuum has a 5-year warranty, he had already placed an order for an upper cord wrap, which is the WRONG PART! I asked for an UPPER HANDLE, NOT an upper cord wrap! I can't believe Bissell misunderstood my inquiry!!

To make matters worse, Bissell does not allow cancellation of this order. Fortunately, this order was free of charge, and it'll get to me in 8 business days. But I'm still appalled by the quality of Bissell's customer service. How often do you have poor customer service with a vacuum company?

 

[huskyvacs]

re: How often do you have poor customer service with a vacuum company?

I tried one time to eMail Riccar about getting a PDF copy of an instruction manual from their archives of one of their first or earliest vacuums that I own from them, and I think the assistant CEO got back to me and said they do not offer any support for older models, that it was too old of a model for them to give out any support or help for and said I should upgrade to a newer model. Then that was the end of the discussion. Yeah....thanks.

I bet they themselves don't even remember making it. Sad.

 

[madman]

I think this issue is simply that Richard was too stupid to know the difference in parts.

 

[human]

Yeah, there's a good reason 'Richard' is working in a call center and not Mission Control at NASA.

 

[vacuumdevil]

@huskyvacs

"re: How often do you have poor customer service with a vacuum company? "

9 out of 10 customers who call a vacuum company shall receive troll like customer service.

 

[kirbysthebest]

Other than Hoover

Bad experience with Hoover on my Hoover React. Talk about being lead through hoops before they would do warranty work. Then the replacement part was defective.

Like I said other than that, I have always had courteous and quick responses.

 

[blakaeg]

niclonnic

I think you are overreacting!!

Firstly, as you mention, there is a Covid 19 pandemic!! So this means that Bissell like many other businesses are operating at reduced staff levels, possibly having to make redundancies and people are losing their jobs right left and centre. Do you know how difficult it is for staff who are still working during Covid19 when the resources are not there for them to work at full capacity??

There is a breakage on your vacuum cleaner, so you are lucky that this is covered under warranty, as a breakage is not covered by certain manufacturers warranties.

The part order cannot be cancelled? So, this means that you will get an extra part, why complain?? Does this breakage stop you actually using the vacuum cleaner?! I think not.

Is 8 business days a matter of life and death to you? There are so many other issues in life and during this very difficult time you are lucky to have been able to get through to Bissell and Richard is probably working twice as hard!

Yes I have received bad customer care from businesses, but sometimes you have to take the good with the bad and I am sure that Bissell with be able to send out the correct part to you. You should count yourself lucky that they are able to help you on the telephone and it is not just on email on web chat.

I think you need to take a chill pill and realise that there are bigger issues!

Human,

What an ignorant comment to make, you have no idea about Richards age, employment history or life experience, so perhaps you need to grow up a little. Very immature comment to make. At least one is working and not taking your 'dough' being on government benefits!!

 

[huskyvacs]

@ blakaeg

Ironic that the person telling people not to overreact, is overreacting.

Nic is not being aggressive at all.

Human was making a funny joke.

Also that is a very broad assumption to make about human.

Ironic that the person telling people not to overreact, is overreacting very very much and just going full send by reading too deep into people's comments and making claims about how aggressive and rude they are.

 

[niclonnic]

I have to say

I (name is Nick, not Nic) generally show polite manners on this site. All of what Blakaeg said is true, though. I just wanted to vent out my frustrations with a vacuum cleaner company's customer service department. I am fully aware that there are bigger issues in life than dealing with a breakage on a modern vacuum. Luckily, I've got two other vacuums I can use while the Bissell is set aside.

Furthermore, I think Blakaeg is the one who needs to take a chill pill, for the very reason that Huskyvacs stated. I agree, Human and MadMan were just showing some sarcasm about a customer service rep. We do NOT need to show aggression and rudeness toward each other on this site.

I have to admit, the only time I showed impolite manners on Vacuumland was on a thread I made a few years ago about donating vacuums to Goodwill. I asked for advice on what vacuums to donate, and two people misunderstood the thread, showing interest in some of my machines, and even offering to pay shipping, causing me to harshly refuse both times. Since then, I've found that there is absolutely no reason to create a thread about donating vacuums to Goodwill, as I am the one who has to determine what works best in my household.

I understand that pretty much anyone is welcome here, but making pompous claims to other members is NOT the way to communicate. Sorry, I just had to say all this.

 

[myles_v]

I'm surprised that only one person has called you out for overreacting. I think the customer service representative made an honest mistake and would likely gladly order the correct part for you once the misunderstanding is cleared up. In fact, I am surprised that they are willing to cover it under warranty, I would almost expect them to write it off as neglect and refuse to honor the warranty as the machine still runs fine without the cord clip.

If a simple misunderstanding by a customer service representative is the worst thing that has ever happened to you then I'd say you've led a very happy life so far. I've seen much worse customer service.

 

[myles_v]

Sorry for double posting, but I thought of more...

"A representative named Richard got back to me within an hour, and he apologized that the "upper cord clip" broke, and understood my frustration with having part of my machine broken. Noting that the vacuum has a 5-year warranty, he had already placed an order for an upper cord wrap, which is the WRONG PART! I asked for an UPPER HANDLE, NOT an upper cord wrap! I can't believe Bissell misunderstood my inquiry!!"

So they got back to you within an hour, they apologized for and sympathized with your issue, referenced your warranty coverage, and ordered the part that they thought you needed with zero hesitation. That's amazing customer service, but they made the simple mistake of misunderstanding which hook needed to be replaced. The correct thing to do is to reply to the email correcting the representative to ask for the correct part, they will likely fix it right away and apologize for the misunderstanding. Going online to complain about good customer service is disgustingly arrogant and self-centered, especially considering the current state of the world. I don't mean to be harsh but your post is unreasonable, get a grip.

 

[huskyvacs]

Just in case Bissell jerks you around with the handle part order (I predict that they will, because companies do not like to give out free parts to that extent of value) I did some research for you and gave you a couple sites to bookmark where you can buy the handle yourself in case they screw up the order again or refuse to give the part.

https://evacuumstore.com/p-29152-bissell-1612622-handle-assembly-disco-teal.aspx

Bissell actually has the handle assembly on their site too for $3 cheaper.

https://www.bissell.com/handle-assembly---disco-teal-1612622.html

Also the people here that think he is rude haven't at all read the reviews for Bissell on Walmart, Amazon, or Target for this vacuum either. It's full of reports of the cord clip breaking, the bin release latch breaking, or Bissell's terrible CS in trying to get their defective vacuums refunded.

Check out all the negative reviews on Consumer Affairs: https://www.consumeraffairs.com/homeowners/bissell.html

Vacuum companies can do bad things too, they are not always in the right.

PS: Bissell outsources their tech support to 3rd party call centers and interns so yes the CS reps are terrible. It's just as bad as dealing with Verizon's customer support help line for Internet problems.

"Richard" is not even an actual name - it's just the name of that computer account handling the complaint case and I will bet dollars to doughnuts this "Richard" is not even in the USA (or actually named Richard lol). The "Response within the hour" is nothing at all special. It's just a generic automated account for customer complaints that a computer goes through and flags problems needing resolution and some poor lackey making $4 an hour gets to handle it. It's all automated. They just click links and ship the parts out and that's about it.

Furthermore, Bissell has a 2 year warranty on all vacuum problems and defects. In the event they have no parts, they just send another entire vacuum out so they can move onto the next issue and not deal with the same customers multiple times.This is not "amazing customer service" - it's an automated system of both AI and 3rd party staff.

Not sure why people are going to great lengths to attack niclonnic in order to defend a fictional "Richard" customer service bot account staffed by some intern in Mexico or India for the sake of virtue signaling.

 

[marks_here]

We use @ work the big green commercial bagged upright & just trying to get parts for them is next to impossible. I don’t know how they can call these things commercial units the foot pedals constantly break, the hose clogs constantly, the cover where the carpet height cracks then breaks, the motors fail after being used a couple months later but the one thing that survives is the cord. I couldn’t believe how cheaply made they are yet people are still buying them.

 

[kirby519]

The truth is we live in a disposable age. Most people don't care and wouldn't take the time to try and fix it. For them it is much easier to go out and by a new machine.

I for one like quality equipment. I also learned early on how to do proper maintenance. Other than the over all performance of a Kirby, I can still get parts to make repairs or have them done and still have a better vacuum 30 years later than anything you can purchase today. Other than another High end machine. Are the two of the most important reasons I wouldn't give mine up.

 

[niclonnic]

Today

The new upper cord hook arrived in the mail. Luckily, Bissell included a return label for this item, so I can easily return it via FedEx if I have the need to.