YOU may find it hard to believe but even the Consumer Helpdesk is not perfect.
So we had to apologise when we mislaid a letter from a reader from Edinburgh which detailed her struggle to obtain a spare part for her Bissell carpet cleaner. Luckily our reader wrote a second time and we obtained an apology from the company – and the promise of a spare part.
Q Dear Helpdesk. I am writing with reference to my Bissell cleaner – Healthy Home Single Clean. I bought this at Argos last year.
The cleaner was still under guarantee when it broke and I called Bissell Customer Service and was told I would be sent a replacement spare part.
However this has still not arrived.
I called customer services on 23 April, 3 May, 4 May, 9 May 10 May and also tried to contact the company online on 17 August. I phoned again and again, assured the part would be in by the end of August and would be sent free of charge.
The part which needs replacing is the Solution Tank cap and insert assembly.
This is listed in the manual with the reference number 2035573 but one of the customer service advisors I spoke to insisted the reference number was 2035537.
According to the company website the part is now in stock so I cannot understand what has caused the delay.
PW, Edinburgh
A I have spoken to the customer personally and apologised for the delay she faced in obtaining the spare part she was looking for. Unprecedented demand for our products and difficulties with suppliers have led to some delays for customers over the last twelve months.
However we have arranged for the part to be delivered and have sent some additional cleaning solution to apologise.
Bruce Hunter. Head of Customer Care for Bissell UK
• If you have a consumer issue that you would like tackling, contact Claire Smith on 0131 620 8511 or e-mail csmith@scotsman.com.