Tune-Ups
Customers that have an XL21 or similar with free tune-ups are usually pretty timely with their tune-ups, unless it's in the hands of a housekeeper and rarely used by the owner. At that point we will only see it when it's not working properly due to a multitude of reasons...belt, broken fan housing, clog, worn brushroll, etc. When I sell an orbiter, I tell the customer they really do not require a yearly service due to the infrequent use compared to a vacuum. We are a very forgiving shop when it comes to warranty work. Many times it's clear that a customer has picked up something in the machine like a screw, nut, bolt, etc. and broke the fan housing, or in some cases further broke the housing posts that hold the pivot and or motor. I tell them we will warranty the part the first time, but if it comes in again with an obvious obstruction that caused the break, we will have to charge for the part. Vacuum conditions vary depending on the household and user. Some come in and they're basically "dust-offs", and others come in and all the parts should be "scalded" in hot water! One of the biggest offenses we see is wet pickup, and some combined with dog hair, ugh. If they're between tune-ups, we will charge a nonminal fee to clean it up. People just don't get that they cannot vacuum a damp/wet carpet, either from a spill or vacuuming too soon after steam cleaning, or not to go out the front door and vacuum all the leaves gathered around their front door. Sometimes I tell them it says Oreck on the bag, not Toro!
