HORRIBLE Kirby Distributor Experience!

[pr-21]

When the G4 first came out, I had a problem with mine. It ran fine at first and then after running it for 20 minutes or so, when I shut it off, it would make a high pitched noice when winding down after using the attachments. I dealt with a very large distributor in the Cincinnati, Oh. I took it in and they would turn it on and off. I told them it had to run for at least 20 minutes with the attachment hose on to make the noise. They kept the machine for a day or two and called to say it was fixed. Long story short, they obviously didn't do anything to it as it did the same thing, so I wrote the Kirby Company and complained, explaining what the machine was doing. I received a call from a man at Kirby asking me to send just the power unit directly to him and he would check it out and get back to me.

Long story short, he did just that. What had happened was whoever was on the assembly line putting on the fan did not follow procedures and did not put some grease of some sort behind the fan where the rubber gasket was, therefore the noise. He also looked at who did that job on the day mine was made and found my machine was not the only one like that, however he did say that only someone using the attachments, like I did would ever get that noise...He sent my machine back to me and sure enough it was fixed, but I was running it and then it would just shut off until you jiggled it, obviously a loose wire.

Ok so where is this going, just when the last thing happened I got a call from the distributor I bought my machine from and said Kirby World Headquarters called about my letter complaining about my machine making a noise and was instructed to let me bring it back for a brand new machine. I did take it back and I even got to go to the stock room and the cocky guy that would not fix my machine to start with, let me actually pick one out of a sealed box of (I believe they were shipped in boxes of 4...) which I did. This was a huge distributor, he must have had 25 cases of 4 to a box brand new Kirby vacuums. NO MORE PROBLEMS, thank goodness.

Now to the last of my story. Not all distributors of Kirby are like that. A new distributor got a franchise about 20 minutes from my house and I used to stop in and get bags and belts. They even wanted me to sell for them. I couldn't due it as I had my full time job and I also did not want to knock on doors to get referrals. I did however tell my aunt and cousins about my kirby. In the end, both of my cousins and my aunt bought new G4's from the new Kirby Distributor, unfortunately, they had to close eventually due to not meeting Kirby's sales quota's for dealerships. Those Kirby's are still running today. My one cousin actually had me send hers in for a rebuild and it came back looking brand new. Cost at the time was around $250 or so, plus shipping, since she was the original owner.

There are good Kirby Distributors out there. When I decided to get the new Kirby Avalir, I bought one from another great Kirby Distributor and have been very pleased with it and the follow up after the sale.

Sincerely,

Bud Mattingly
PR-21

 

[kirbykleankarpet]

Bud,

Wow! That's quite a privilege to be able to pick a brand new machine from the box after the hassle like that! Indeed, there have to be good distributors left around, as there probably wouldn't be enough new models selling to make a real profit without changing the business model from the door-to-door method to some other. I personally will not let this infraction on the distributor's part disrupt my loyalty to the vacuum as a whole. I enjoy the Kirby brand thoroughly, and still will purchase Kirbys and Kirby parts for, likely, the rest of my life, so long as there is availability.

I do intend to call Kirby about my experience Friday, and let them know of their distributor's incompetence. Do I desire compensation? Not really. Just knowledge that the company cares, really. I really don't even care if they only call them, so long as they do 'something,' which I'm sure they will.

Not to mention, thanks to the advent of Internet sales, I can even acquire an Avalir, if I so desired, plus all accessories. (Granted, I won't have warranty, but I can work on them myself, so that's a plus.) Plus, parts for any other model, if you're patient and know when (and where) to look, are available too.

All that simply to say, I'm not upset with the company; just that particular distributor. Which, who knows, my phone call could "correct" that problem.

~Tim

 

[kirbysthebest]

I would also say to write Kirby World Headquarters

They will forward the complaint to the distributor, even though you will get a more or less form letter stating they are independent businesses; the distributor will be advised of the proper way to treat returning customers.

Our local distributor used to have a sign "After the sale, it's the service that counts." Yea, that sign is gone--so is the distributor. Very nasty woman at the front desk, very condescending, now out of business.

Some vac shops incorrectly feel that collectors are not buyers. Others are smart enough to realize that we not only buy, but we buy repair parts in abundance as well.

As for Kirby parts, I have been very happy with the ebay seller Kirbyfans. Just about everything you need he has, if he doesn't have it, email him to see if he can get it.

 

[kirbykleankarpet]

Kirbyfans

Kirbysthebest,

I would definitely second you on Kirbyfans. He has never failed me before, plus he's very courteous. Always has a hand-written "Thank you" on the receipt, and usually has a business card with the order. Good guy.

 

[pr-21]

Great Guy to deal with for Kirby Supplies. He has parts that you would normally have to get directly from Kirby. When a new Kirby is released, he will start stocking supplies as soon as Kirby releases them to him. He also refurbishes a few machines for sale.



PR-21
Bud