It always makes us feel great when we receive emails in response to our customer service. The following appreciation letter was emailed to Iris (one of our Customer Service Representatives) early this week.
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Dear Iris,
I cannot tell you how fantastic your advice was! I am the lady who called from Gresham, Oregon. I am certain I must have sounded like some kind of nutcase, being so ignorant about my own vacuum cleaner. But as I mentioned, the original owners of this condo moved out in the middle of the night, taking with them many of the parts of the vacuum, Jennair stove, the refrigerator and various other items that would normally have been included in the purchase price. The terms of the sale were "as is."
But since the hose seemed to suck things up pretty well, I never knew there was anything else missing other than the parts that were obviously missing. Even the local place I called to order the missing parts somehow didn't question me enough to know I didn't have the carpet head. I went 24 years without realizing this, until the vacuum quit sucking and I complained to my neighbor. Even then, I still didn't understand just exactly what this missing part was or what its purpose was.
But the biggest problem was that I just couldn't get any suction at all. I really thought I was going to have to spend a lot of money no matter which of the two local companies I called. The one I had ordered from seemed more honest, since they just suggested that it might be a good idea to have someone come out and look at it. But neither one gave me the tips you did and those turned out to be invaluable!
As soon as I hung up, I got out my little Dirt Devil and started in with that. I was really afraid that there was something stuck way up in there somewhere that couldn't come out, or that there was some kind of dead animal in there. But I worked away with the Dirt Devil. I think I spent about four sessions of several minutes each on each inlet with that thing. The first go round I got a big bunch of stuff that was just clumped together as one big wad, mostly dust and cat hair, which I dumped. I went through several more sessions on each inlet and each time, it seemed to improve the suction until it was back to normal. That seemed strange, since there was nothing much more that came through.
I was just happy that my vacuum was back to working again! Normally when someone uses the expression, "This really sucks" it is negative, but this time, it was positive because my AstroVac really does suck! -- thanks to you.
Thank you so much for your wisdom to know these little tips and your generosity to share them with a stranger. You are a doll, Iris. I can't thank you enough. You are the epitome of customer service!
Sincerely,
Nancy B.
Gresham, OR
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