“The worst customer service ever? Bought vax blade broke within 12 months sent back to vax 3 times changes the head but not the motor was sent back with no engineers report and still faulty ... contacted vax to be blatantly lied too. Vax claimed that there was a filter missing and this was the reason for the fault but the filter was in and sent and returned to us with the same filter in. When I called vax got an e mail sent where the engineer actually took the filter out took a photo with it out. And lied and said it wasnt there even though it was returned with the filter. Unbelievable VAX just fob u off ... there not interested at all. So I took the blade apart myself found a loose wire connection and fixed the motor myself ... but VAX couldnt do that... will never buy another VAX product should have bought a Dyson there customer service is excellent”
“Bought a VAX Blade 4 and Glide Package.
Rather disappointed with performance of the Blade 4. The 45 minute runtime claim is more a play on words because this is done without the motorised head (carpet sweeper) but they emphasise that it's in "boost mode".
Great for solid floors but for anyone who needs to vacuum their carpet properly then there is not even 10 minutes of carpet sweeping and boost mode available.
There isn't enough "suck" to accompany the motorised head operation in standard mode.
To conclude, it's not a replacement for a corded vacuum cleaner and you'll most likely end up waiting 3hrs for a recharge between jobs!
When this was put to "Customer Service" (via chat), all they wanted to do was refund the lot when I argued for an extra battery rather than find a way to suit both sides. -I was expertly fobbed off!
We are now faced with buying second battery at a horrendous price when perhaps 2 should have been supplied in the first place. All just to get the thing to perform as half as well as our corded vac.
Its like buying a car and finding out that the passenger headlight or windscreen wiper is at extra cost! :(
It is the second product I've bought from VAX that has been disappointing; the first being a carpet cleaner so heavy that it's handle broke through normal pushing and pulling use (not lifting). Very slippery customer service people”
“Purchased the blade 4 a couple of days ago. The rotary head stops working and a red light comes on when in full power. And the battery lasts about a minute on full power. Its awkward to use as it's not balanced right weight wise. I'll be returning to Dyson thanks”
“i have a vax cordless which i thought was great .Its run time has dropped and i have sent back as requested but its taking its time and in the mean time i am left with no hoover. very poor customer service.”
“Next day delivery of my Vax vacuum did not happen! Yodel used as courier claimed attempt of delivery could not be made due to lack of access to my property!!! However using their tracking the driver was in another location (his home??) when the alleged attempt to deliver was made. Vax could do nothing to arrange delivery today and now I have to wait until Monday. I could have bought a vacuum on high street yesterday but Vax made promise of delivery. Do not believe VAX if they say next day delivery especially if they use Yodel!!”
“Really poor product that failed in less than a year.
It took a really long time and several calls and several emails to get confirmation back that they wouldn't refund the product.”
“The handle in my hoover has come away from the machine completely and I can no longer pull my machine backwards.
Vax are telling me it’s not covered under their 5 year warranty!”
“Your website is very unfriendly and your spares backup service is ludicrously bad. I have a Vax Carpet Washer Powermax VRS5W, confirmed by the original instruction booklet. This machine has been scrupulously maintained and cleaned from new. Recently a tiny plastic clip on the clean water tank snapped and try as I might your site could not recognise my machine.”
“I bought Vax Tbt3v1h1 cordless cleaner in Nov. 2018. After 14 months of use-1bed.roomed house, wood floors and rugs only, it cuts out after 30 sec.You can then wait for same amount of time and then you switch it on again and same thing happens. It is thoroughly cleaned, filters washed, but to no avail. I had not seen the 2year warranty notice on the BACK page of the instruction book and, therefore, had not registered online.Because of this, Vax are quite happy to accept that they produce a £150 cleaner that, registered or not, can cease to function after 14 months of under average use. Stay clear!!!
.”
“Guaranteed next day delivery on Order #303156047.
Sat at home all day on 28th - nothing.
Today (29th) not even the promised email on the subject of delivery.
If I'd known you can't deliver against you promises (or that you use Yodel) I could have got the order elsewhere yesterday (and at the SAME price).
Regards
Anthony McAlinden”
“I am a disabled customer with major dexterity and mobility issues, who is trying to get a carpet washer repaired under my Vax warranty. I am physically unable to put parts onto the machine and am unable to get a carer to do it within the limited amount of assistance time I am given. Vax will only offer to send out the parts which might or might not deal with the issue, they refuse to accept the machine back for repair.
Under the Disability Discrimination Act and the Equalities Act, companies have to make reasonable adjustments so that disabled customers can access their services. Vax Customer Service is the gatekeeper to the warranty given to customers, and factored into into the price, when they buy their products. Therefore under the law, Vax Customer Service Team need to adapt their policies and procedures to allow disabled customers to access the warranty in an accessible way. However, according to Connor, a member of the Vax Customer Service Team, this is not true, the team do not have to make any “reasonable adjustments” to their policies or procedures because “they don’t sell anything” they only have to make reasonable adjustments to their communications, which he claims they have done sufficiently!! Vax Customer Service Team are fully aware of my situation, yet they refuse to anything but send out parts.
Leaving the law aside, would it really damage Vax’s profits to collect and repair the machines of the small number of severely disabled customers who encounter a problem, without a fight. Are Vax really claiming that the only way a severely disabled customer can access their warranty it through someone else? Or perhaps they expect their blind customers, service dogs to be able to fit parts onto defective machines?
It would be wonderful if customer service meant Good customer service not a battle to get the law respected. I expected better from Vax, how naive of me! Last Tuesday was “Purple Tuesday” when businesses celebrated the “purple pound” which is the £249 billon pounds spent each year by disabled households. Clearly the Vax Customer Service Team are determined that disabled customers don’t spend it with Vax, as who could ever recommend such polite but poor and disrespectful non service.”
“I'm very disappointed with Vax...I have this vacuum cleaner for 3 months and is already breaking... and most of the other company you go back to the shop but not Vax...and now I have to waste my day waiting for the part... which is taking nearly 2 weeks to arrive! I Will never buy another Vax ever again...it is ridiculous! On top of that I bought the blade 2 cordless and it said 3yrs warrentee I send the card by post and apparently they did not received it...so when, after just 3mnths, my vacuum cleaner broke and I call they told me I have not registered so my vacuum will be covered only for 1yr!! Never buy a Vax again!”
“Apparently didn't receive the registration of my VAX product so will NOT honour the extended warranty that the product was purchased with. Despite agreeing that the extended warranty was in place. ANd confirming the shop that I purchased the product from. They can date the sale of the product but the onus is entirely on the purchaser to ensure that the warranty information sent by post/email is actually registered with them. If they couldn't confirm the purchase I'd be more forgiving but any excuse to not have to honour the warranty and they'll take it. Shame as I liked the company but not buying from them again now.”
“I've just used my vax platinum power max for the first time. I did one pass on quick clean setting and the carpet felt quite dry(but no water in the dirty tank). So I did the rest of the carpet on deep clean mode and the carpet remained soaked -poor pickup rate.
On finishing I noticed the perspex brush bar housing was clogged so I followed the brush bar removal. What a performance! I had to undo 10 screws and then could not see how to free the drive belt. As you know there are a limited number of times a screw can be removed and replaced in perspex before the screws won't hold, then we'd have to buy a new housing.
The pick up rate of this model was not as good as my old vax machine, which I threw away after six uses because it was nothing but trouble. The drive belt rusted after one use and the belt broke.
I suggest a redesign of the perspex brush bar housing with a hinged flap so it can be more easily cleaned without the need to dismantle the whole machine. Perhaps clearer instructions how to free the drive belt from the spindle
NOT IMPRESSED!”
“I bought the VAX BLADE 2 MAX after watching the TV commercial. The performance is ok, but the slightest piece of tread makes the brush-bar stop. The 45 minutes battery life expectance is reduced to 20 max. However the most disappointing point is the cleaning of the dirt container: it is not as simple as shown on TV, a simple tap provokes a cloud of dust and it is necessary to use a brush to get all the dirt out. Dust all-over my clothes...welcome back to my HENRY”
“We bought a vax in January 2019 from John Lewis. A few months in the power would cut out and stop working. Vax were horrendous to deal with blaming us for miss-using the product (it was used roughly once a week) stating all the filters needed to be washed and the whole hoover taken apart after every 3 uses. If they stated this on the sales websites then no one would ever buy a Vax product but the joke was my husband had been washing out the filters after every use. In the end they refused to even look at the hoover...repair or replace the product even though our legal rights. John Lewis stepped in and saved the day but if we had purchased from elsewhere we would be left with nothing but a broken hoover. How Vax can accuse you of lying that your hoover is broken down a telephone without even looking at it is beyond me. Shocking customer service which suggests they have massive problems as a company.”
“My Vax steam mop caught fire with no prior warning whilst in use, causing a bad burn to my hand which immediately required hospital treatment. Seven weeks on I am still no further forward with customer services, I have provided everything they have asked for at every stage - hospital records, photos of the burn, photos of the appliance. It was almost like they didn’t believe me at first, disgusting! They have examined my machine and have concluded that a cable failure took place but they have not recalled the product or warned other owners of this problem. They have offered me a measly amount of compensation which doesn’t even go a quarter of the way to the loss of earnings suffered, I have explained this to them and they have told me to get a Solicitor! I really expected better from a large company. It’s shocking!”
“My Vax steam mop caught fire with no prior warning whilst in use, causing a bad burn to my hand which immediately required hospital treatment. Seven weeks on I am still no further forward with customer services, I have provided everything they have asked for at every stage - hospital records, photos of the burn, photos of the appliance. It was almost like they didn’t believe me at first, disgusting! They have examined my machine and have concluded that a cable failure took place but they have not recalled the product or warned other owners of this problem. They have offered me a measly amount of compensation which doesn’t even go a quarter of the way to the loss of earnings suffered, I have explained this to them and they have told me to get a Solicitor! I really expected better from a large company. It’s shocking!”
