She picked up the machine.....
And now I know much more about what happened.
She bought the machine from the Tacony Factory Outlet Store located at the factory (8 miles away). It has a 5 year warranty. The lifetime belt, according to the instruction manual, has a lifetime warranty.
The belt touches a part called the "Hall Sensor", which sends the speed of the belt that's touching it, to the circuit board. When a stall condition occurs (throw rug in this case), the Hall Sensor is supposed to stop the motor. But stopping a 12 amp motor is not the same as stopping a 5 amp tandem or ultra lite model motor. Many times, the motor itself will chew through the lifetime belt right at the pulley before it stops. In any event, the belt is warrantied in such conditions.
My customer went to the Factory Outlet Store with her broken vacuum, to have the belt replaced. The Outlet Store is chained closed. She called the factory phone number (it's a local number) and was given the 'corporate office' phone number. The 'customer service' person she reached told her it must be her fault, and refused to send a new belt.
She went back to the factory, but could find no one who could help her (she was already perturbed). A factor worker who was outside smoking told her about the new vac shop that might be able to help. She brought in the machine, I ordered the
belt, put it on, charged her for it and she picked up the machine. She's happy with our service, but still has a bitter taste in her mouth with regards to the run around she got from 'customer service' at the corporate level. I don't know who she talked to, and it makes no difference. I also sold her bags, and she's now my customer (hopefully, for life).
If the belt ever breaks or gets chewed by the motor again, I'm selling her an Electrolux.
