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Review 12/31/2010
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Just a few words about Euro Pro's product, the steam Pocket Mop, and their customer service department.
The steamer, although purchased (as a gift) in Nov. 2009, was only used approx 5 times because of our access to another machine. My wife started using the Shark (In June 2010), when the other machine was no longer available.
According to my wife it did a good job and she was happy with it. Than last week, while using the Shark on the kitchen floor she heard a loud bang and the unit started leaking water and pumping out steam! Water is one thing but steam under pressure could be dangerous. I told my wife to shut it down and call the company. I was sure that they would make good on the warranty because of the condition of the unit and the fact it was only a few weeks out of warranty..........I WAS WRONG!
The first problem was the customer "service" rep could hardly speak or understand English. That, however, did not stop him from using my wife as his maintenance crew. I could not believe the amount of checks that he had her perform, trying to pinpoint the problem and save his company money. He would say "I'm sorry" every other sentence which was cute but didn't help us. My wife finally got tired of this guy and started going back at him, at that point he hung up.... In his mind problem solved.
She called back a short time later hoping to get someone else. At first she thought she was speaking to the same rep because she had the same communication problem (VERY) heavy accent. However she did trug on but, when he started telling her to do the same checks, in the same order, she had enough.
After she told him exactly what she thought of his company, their customer service, and the world in general he finally relented. They did agree to fix the unit as if it were under warranty. So the shipping would not be covered.
Bottom line is, we feel we won the battle but we will start looking for another mach next week. So, if your looking for a machine that works great, for 7 months, and their "customer service" leaves a lot to be desired look no further.... The Shark is your baby. If that doesn't sound good to you KEEP SHOPPING.
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