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?

"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?
