Vacuum company says follow rules

By NANCY PARADIS

© St. Petersburg Times, published August 7, 2000

On Oct. 28, I purchased a Fantom Lightning canister vacuum cleaner. Several months later, I began to experience minor annoying problems with this vacuum. The wheels would fall off as it was pulled from one area to another while vacuuming. The tools compartment door continually dropped open, spilling tools onto the floor. I then began having a lot of problems with the hoses and the powerhead clogging with each use, not once but several times. It became necessary to take the machine apart and clean out any carpet lint after vacuuming a single room.

By March, the insert for the plastic wands no longer kept the smaller cleaning tools attached. Then the power switch simply fell off. At this time, March 28, I phoned Fantom to express my dissatisfaction with its vacuum cleaner. I was told I would have to buy the new parts, which I felt was ridiculous after only five months. But faced with a choice of paying $94 for the new parts or having an unusable vacuum, I chose the former.

In mid-May, the new wand I had just purchased broke again. I simply removed the wand to attach another cleaning tool and the powerhead insert completely broke off. I again called customer service and complained. I stated very firmly that I expected satisfaction or I would contact Action.

I was advised to take the vacuum to a warranty service center. The one I was given in Holiday I refused to go to, having had a bad experience with it in the past. The shop in Tampa entailed a long drive, so I called it first and asked about the repair. I was advised that a canister vacuum was not appropriate for use on wall-to-wall carpet, just area rugs and spot cleaning where an upright could not reach. I was also told that 90 percent of the time, the kinds of problems I was having were related to customer abuse.

At this time, I truly felt that I would end up being charged for the repairs if I took it to the store. I was sure it would find some "customer abuse." I feel I cannot afford to continue to put money into this machine. I spent $399.99 for only seven months of aggravating use. I would like to be reimbursed for all or some of this machine. Lynda Biedenmeister

Response: Samantha Boland, consumer service manager for Fantom Technologies in Buffalo, N.Y., said that your warranty clearly states that if the vacuum cleaner is found to be defective during the warranty period, Fantom Technologies will replace or repair it without charge if the company's instructions are followed. These are to call the helpline to register the problem and then take the vacuum cleaner to the designated service center for final assessment and any appropriate repairs.

Boland said you have thus far refused to cooperate by taking your vacuum cleaner to the service center, but that Fantom will contact you to try to resolve this situation to your satisfaction.

Primeco/Verizon comes through with rebate

On Oct. 24, I purchased a Primeco cell phone that came with a $50 rebate. I sent in the proof of purchase, coupons, numbers off the box, etc. I did everything that was requested and was supposed to receive this rebate within eight to 10 weeks. I never received it. I called several times and left messages as the recording instructed, but no one ever contacted me. If you could please help me I would greatly appreciate it. Primeco has now changed to Verizon Wireless. Angeline Gould

Response: Thanks for letting us know that you received your rebate in the form of a $50 credit on your wireless phone bill.

Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, (800) 333-7505, ext. 8171, to leave a recorded request.

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