I was very impressed with their customer service when I hit a roadbump in my experience.
One outlet in my apartment has very high voltage; I didn't sufficiently warn the cleaner, and she took the guard plug out without asking. My (ridiculously expensive, why?) vacuum started to smoke and turn on and off within a couple of minutes of her using it on that plug. It was fried and dead.
I was home at the time and quickly figured out what was wrong. We both were distressed. At the end of the session, she explained it on the phone to their phone managers and I did as well. They immediately conveyed to me that it would be taken care of.
Their general manager ended up calling the retailer where I bought the vacuum on my behalf and arranging everything to have it replaced. They came to pick up the vacuum from my home and dropped back a brand new vacuum later the same day. I was extremely impressed at how they handled this situation, which could have involved great cost.
more