Unlike many I'm actually quite pleased with my Vax - it's a corded version. I ordered an extension flexible hose so I could vacuum right up the stairs, but they sent me the wrong one which wouldn't fit my machine - despite their website saying the one I ordered was compatible with my machine's model. I waited like so many to speak to someone, who told me she didn't think accessories could be returned, then I was cut off halfway through a sentence. I tried again, long wait again, but eventually spoke to someone more helpful who emailed me a form to fill in and a freepost address. I wrote the freepost number on the parcel but the post office said they couldn't process it without some sort of a bar code to scan. I tried phoning again but kept being cut off. Tried emailing several times, just got a general fob-off email asking all sorts of details I'd already given (do you see a pattern here?) but not getting back to me. I've decided to pay the postage myself for the wrong item and have asked them to refund my postage, but I'm not holding my breath.