Unfulfilled customer expectations
By elcid73. Thursday, 13. April 2006, 16:07:37
Until recently, I've always used a "bagged" vacuum. It's had the paper bag inserts that you can throw and replace. My life has gone something like this:
1)Bag fills with junk
2)Replace bag- wait, I'm out.
3)Go to store
4)Which store sold them again (for my model)?
5)Can't find my vacuum bags anywhere, so I get a generic or "closest fit"
6)Cut or otherwise manipulate the bag to fit right
7)It never does, a mess ensues when I return to steps 1 and 2.
Having been duped by that process one too many times, I decided that I wanted something more "user centered." I got myself a bagless vacuum from the Home Depot. (Everstar Bagless Upright Vacuum Cleaner-Model VC9550 Pictured right). I realize it's inexpensive, but I have a small apartment and didn't need the black hole/vortex generating Dyson. I got this thing specifically because I had the expectation that emptying my vacuum was going to be a better experience for me. No more bags/stores/bad fits. I just walk to my trash can and push a button or two.
Thing was working great. Nice vacuum for the money. Until it got time to empty the canister. I easily ejected the "gunk" cannister and walked it to the trash can. Pressed the button and.... nothing. Nothing at all. The bottom escape hatch didn't even open. I had to pry it open with my hands to get the lid to open. I expected that once I did this, I would get a rush of dirt spilling out, so I wisely used caution as I pried. But no, still nothing. I cautiously peeked inside. There is lint and gunk all clogged inside around the center filter.
You see where I'm going with this. I had to reach in to start pulling this stuff out. Now I've actually made my experience slightly worse than it was before. Sure I have one less thing to put on my shopping list, but an ideal user experience (in my mind) does not include pulling the inner junk of my vacuum out with my bare hands.
I feel let down by this experience. If your product design implies that something is going to be easy to use, it should be easy to use- at the very least, your product's improvements shouldn't turn out to be detriments. Don't leave your customers with unfulfilled expectations.
Ok- I'll fulfill my end of the bargain and empty more regularly, if you have a pet with even a small amount of shedding, that's probably not going to help any.
WIDGETIZE
bugscout # 13. April 2006, 19:36
i use a bagless cyclone vacuum cleaner, the filter is in the middle and the surface of the filter is only about 20% of the surface if you use a bag.
so i have to empty and clean the vacuum very often.
think i will have to buy a new one!
Anonymous # 20. May 2006, 16:48
Hi, I bought the same one from Home Depot and after giving it a good cleaning, it now blows dirt out in reverse. I touched NOTHING electronic...I just cleaned out the filter.
It is disposable and not even worth the $30. I have one small rug; I just wanted something cheap for that. My ex has the 8lb Oreck that she paid a fortune for and it was no stronger than the $29 model from Home Depot, except that it still runs.
Anonymous # 5. June 2006, 22:27
You should have gone with the Dyson... Press the button and the bottom hatch opens up and empties the entire canister in a few seconds. Yes, it cost me $500, but I really like my Dyson.
elcid73 # 13. June 2006, 14:15
Maybe someday though.
vlad2344_1 # 29. July 2006, 09:19
The cost? It will pay for itself, will bring you new customers, will get you extra money on the side, will make you friends with the opposite sex, and will save you money on your taxes.
How's that for a return on your investment?
elcid73 # 31. July 2006, 14:43
I heard that was an urban legend.
Anonymous # 9. August 2006, 13:03
This seems to be a problem with lots of bagless vacuum cleaners. I used to have one until recently when it drew my last straw and I had enough. I returned to a bag system and bought a Miele vacuum that works great. I never have a problem finding the bags because I buy them online.
The site I use is www.day2dayshop.com they are unbeatable in price even before you add the 10% off for buying 3 or more. Im goona stick with the bag system because i think the hoovers just perform better generally.
Anonymous # 3. September 2006, 21:05
Yes,I to have the wonderful Home Depot (HD) Everstar bagless mess upright vacuum. It was working fine until I too noticed that I had to pull the dirt out with my hand. What really upset me is the smell of dust from it.I cleaned it out so why the smell. So I pulled the whole thing apart to fine a filter at the top that was clogged with dirt and gook. Well to my suprise after visting my local HD they don't carry the replacement filter. Oh sure they have Hoover, Dirt devil and Eureka. Tons of replacements for them. Sadly none for my cheap little Everstar. So what am I to do since I can't run out to buy the better known tried and true brands. Lastly I will be writing to Home Depot for replacement filter. I had to use another bag system vacuum cleaner to clean that filter.
elcid73 # 6. September 2006, 22:26
My had an internal filter thing break as well.
Anonymous # 29. November 2006, 14:06
try the CYCLONE VACUUM CLEANER 2.600 watts of FA-5547 on www.looop.biz
Anonymous # 19. December 2006, 01:22
THE EVERSTAR VACUUM CAUGHT ON FIRE IN MY LIVING-ROOM AFTER ONLY 4 MONTHS OF USE !!! WORKED GREAT UNTIL THEN !!! DO NOT BUY OR USE ANY FURTHER !!!
Anonymous # 31. December 2006, 16:38
I came in search of a filter for my vacuum and found this site instead.
Mine just broke after 5 months of use, the handle that slides up now slides completely out, so I have to vacuum hunched over like an old lady (doesn't do wonders for my back either). Also having to clean out the gunk is not fun or efficient. My top air filter is now completely clogged and I *surprise* cant find a replacement. Now that I've seen that one caught on fire, I think I'll be looking into a replacement.
Thanks for the posts :)
elcid73 # 23. January 2007, 22:28
Oh well, we get what we pay for.
Anonymous # 22. February 2007, 04:04
I bought an everstar at home depot in December. I can't seem to get it to work, there is hardly enough suction to pick up a pine needle. Did I just get a defective one or are they all like this? I planning on learning my lesson about buying a cheap vacuum and buying something better.
Anonymous # 26. February 2007, 01:14
The belt on my everstar 1200 broke after about 2 months of use. I have tried endlessly to get a replacement but NO ONE (home depot or everstar) will help...BUYER BEWARE !!
DO NOT BUY EVERSTAR products.
Anonymous # 13. March 2007, 02:06
Shortly after I moved out of my parents house (I figured, at age 30 it was about time), I realized I needed some supplies. When I returned from the liquor store I remembered I also needed a vacuum. So I cooked up a brilliant scheme to acquire a vacuum in a bold and daring heist. As I was leaving my apartment to execute my plan, I discovered.... an Everstar vacuum resting on top of the garbage dumpster, as if its previous owner couldn't quite bear to just throw it away. I quickly adjusted my plans to accommodate this turn of events. When I returned from the liquor store I immediately conducted some diagnostic tests on the vacuum. As I suspected, it worked just fine. As a foot rest. Once I had emptied it and cleaned it up, however, it still made a great foot rest. A month or 6 passed by with no major problems. I didn't invade its space, it didn't invade mine. Then came the fateful day when my parents announced that they'd be visiting. Anyway, to make a short story just a little bit longer, after a few uses the handle would get really really hot. When I investigated the cause, I discovered the filter in the top of the canister. It was packed solid; literally rock hard. I emptied that compartment, and rinsed off the filter (I'm pretty sure it’s designed to be re-used) and ever since then the damn thing has worked great. It even knows its way home from the liquor store! Simply amazing.
Anonymous # 19. April 2007, 05:41
I bought the everstar as well, and now I see how crappy it is. It broke after 5 months and home depot does not carry the vacuums or a replacement filter. It took me over half an hour of walking around in the store, the staff was most unhelpful. Why do they sell this crap if you can't buy the filters?? grrr About 80 cdn dollars wasted. I will rinse it out and see.. and then I will be writing a letter to home depot and maybe the company.
Anonymous # 26. April 2007, 18:34
Wash the filter ocassionally and this unit will suck 30 bucks worth of dirt off your carpet.
Anonymous # 2. May 2007, 16:49
i have the same Everstar bagless vacuum and been looking everywhere for the replacement filter. As everyone knows, NOONE has it! I also have been rinsing the filter and reusing it but noticed that now the vacuum is shooting out the dust after sucking it in. Home Depot has not been helpful at all. They just told me "It was a limited sale item". I know why.
Never again buy a Everstar product! Now after reading everyones comment I hope the smell coming out of it, is not it starting to catch on fire!
Has anyone contacted Everstar?! Maybe they will replace it or refund our money back. No where does it say "Disposible Vacuum"!
Anonymous # 16. May 2007, 21:25
Uggh. You know, I used to HATE having to go through the chore of changing my vacuum bag and then trying to find ones that fit my cleaner when it was time to change them. I'll be perfectly honest, the best solution I have found is just to move to an apt that has wood floors. Now obviously, I know everyone doesn't have the luxury of just up and changing residences whenever they feel like it. But for anyone that has that opportunity, I have found that hardwood floors are much easier to care for. True, sweeping may take a tad bit more effort than vacuuming, but in the grand scheme of things, not having to keep buying bags, changing bags, and dealing with clogged canisters is pretty nice. However, if you are stuck somewhere with carpets for the time being, the best advice I can give is to do a little shopping and find a vacuum cleaner that you're comfortable with and that you know works. Go to a specialty store like Kirby or Red Devil and ask to try out a couple of different models to compare how they run. If you don't have a vacuum store near you, you can always go to your local RentACenter and rent a vacuum for a few days. This way you can take it home, and see how it operates before you have to buy it. You can always keep returning and renting different models until you find one that you like. Here is a good guide to picking a good vacuum cleaner. Again, from my own personal experience, I would simply recommend that your next move be to a residence with hardwood floors. If you aren't planning on moving at all, then perhaps you could invest in having your floors remodeled. If neither of those is an option, then take some time to compare the different vacs that are out there until you find a reliable one that won't give you much trouble. Hope that helps!
kmaage # 21. May 2007, 11:13
We do have the Dyson DC20, and the motor and suction and emptying are all good. However the hoses and attachments have a "cheap" feel at times. Frustrating because of how much we actually spent on it.
Anonymous # 12. June 2007, 01:23
I bought an Everstar 230 from Home Depot. Cheap thing for the summer house.
I have been looking for Everstar vacuum bags: impossible to find.
I ended up here. It seems Home Depot's name comes often here. Everstar must be some chinese **** that no one else sells. Thanks for the **** Home Depot! Great business sense: make a few bucks on a totally useless product, that will go to junk after few uses. Who cares. You made your money out of it.
I will bring it back to Home Depot I think. It's still under warranty.
They wont't be able to test it (unless they have bags!). My problem will be solved one way or the other!
Anonymous # 12. June 2007, 18:10
Everstar parts can be obtained from Custmer_Support@Eupusa.com or by calling (888)387-4836.
Anonymous # 12. June 2007, 18:12
Edit to my previous post. that should be Customer_Support@ Eupusa.com I've found them to be very accomodating and parts are cheap.
Anonymous # 13. June 2007, 05:53
I tried the customer_support@eupusa.com and have gotten the mail returned to me as undeliverable and I can't find a website using any or all of that address. Anyone else know where to find their sire - I can't find it anywhere and I am having trouble w/ an everstar toaster less than a year old.
Anonymous # 14. June 2007, 15:09
Hello All,
I found a number and was able to call and get a replacment filter for only 8.95.
Here is the number 1-888-387-4836
Anonymous # 8. August 2007, 18:42
I just got the latest Everstar from home depot for $88CDN, it looks slightly different than the model above. While the thing makes a huge mess when you clean the canister, I couldn't believe how much gunk it sucked out of the carpet. Cleaning each filter, there are 3, each time you empty the canister seems to do the trick to keep it running well.
Maybe I'll be hating it in a few months time, but for now, it seems pretty good.
Anonymous # 4. September 2007, 17:25
I just returned from the liquor store and decided to investigate some of the cryptically named bookmarks I've accumulated in my browser's favorites folder. One of those bookmarks linked to this page, and I suspect my reason for bookmarking it was, at least in part, to help commemorate a particularly successful trip to the liquor store, which I had just returned from shortly before posting a comment here about my Everstar vacuum. Upon re-reading my earlier comment, I realize that my exuberance from having just achieved such a fantastic liquor store visit may have caused me to muddle the point I had intended to convey. So, I'll now attempt to clarify....
With proper maintenance, my Everstar bagless vacuum works great. As another commenter noted, there are three separate filters that must be cleaned occasionally. In addition to the obvious one that is part of the main debris chamber, there is the HEPA filter (located below the main chamber), and another filter that is accessed by twisting off the top section of the main chamber. My guess is that it is that last filter that is the source of most problems users experience with this vacuum model. I found my Everstar in a dumpster, and initially it didn't vacuum very well and would get alarmingly hot when I used it. I eventually discovered the top filter and that mine very much needed to be cleaned. I suspect that its previous owner had never bothered to clean that filter, because it was packed rock-solid with gunk. It is washable and reusable. Personally, I don't use a HEPA filter (for some reason the name "HEPA" just really, really bugs the heck out of me, plus I don't think they're reusable), so instead I've got a piece of foam cut to fit where the HEPA filter normally would.
The only items I should ever need to replace are the belt and the light bulb. The bulb is standard enough that one of unknown origin which I had stashed in my "Things I might need someday" drawer was a compatible replacement. And I'm willing to bet that the belt is close enough to one that Home Depot does have in stock, that replacing it, when the time comes, won’t be a problem. Anyway, I'm off to the liquor store. Take care & have a great day!
Anonymous # 29. October 2007, 22:11
I dumped the inside of my everstar in the garbage so now there is no guts to it? Darn it!
Cant find any replacement parts anywhere?
akiba37 # 1. November 2007, 19:30
Anonymous # 6. November 2007, 17:06
FYI: to everyone who purchased an Everstar 9550VC vacuum cleaner. I have found the source of the replacement parts for this machine, thanks to Blogger #14.
I am happy to have heard from you. We represent the factory that manufactures the vacuum cleaners. If Home Depot does not have the space to carry the replacement parts needed for the units they purchase from our factory, they let us, the service center take care of sending the products directly to the customer. We are mainly here for customer support and technical questions, not to make money on replacement parts and/or filters. It is a service we provide to Home Depot. This brand is proprietary to Home Depot alone. We work for Home Depot in representing the units we manufacture and after sale service. I am sorry to hear that you do not feel comfortable in making the purchase over the phone. It would be the same as shopping from a catalog or online. No one ships C.O.D. anymore. I can send you an invoice and you can send us the payment and then the filters can be shipped. Please let me know if you would like to proceed in this manner. Thank you.
Best Regards,
Ana
Customer Support Director
Toll Free 1-888-387-4836
Fax 1-800-754-0147
haiki # 31. January 2008, 15:24
Yes, I have a Hoover Empower upright, works great. It's great all except for the price of the Hepa filter, $29. I soon realized that the filter became extremely dirty after it's first cleaning and saw that replacing this Hepa filter will be soon and often. Built almost like automobile filters, as well as other paper filters. How I solved the replacement, cost problem. Go buy a roll of Bounty paper towels- 2 ply . Take one sheet, (not the half sheet) and separate the ply sheets. You end up with 2 separate sheets of ply. You will notice how the one ply is constructed of many small fine holes, enough for air to pass through, just like a filter. Wrap one sheet around the round, approx. 12 inch Hoover Hepa filter. There will be an overlap. To secure it tape it in 3 spots. Save the other ply for your next vacuuming. The paper ply sheet will stop much of the real dirt from reaching your filter, but it will suck dirt just fine, and will prevent replacing this Hoover Hepa filter because it's clogged with dirt. After each vacuuming, tap the Hoover filter to clean out any other small dirt it many have accumulated, and replace the paper ply filter. You may find you may never have to replace this costly filter. Try it, you’ll like it!
Anonymous # 1. March 2008, 13:36
i have this horrible piece of crap to! I can't even find a belt for it in the state of Maine! I took at apart and found i needed some kind of engineer's degree to put it back together. Cleaning it, well I almost had an asthma attack in the process. I had to glove up. It is a useless piece of plastice @#%!.
Anonymous # 14. June 2008, 19:56
For those having a problem getting a belt for the Everstar Turbo Vac 180, we recently investigated options for acquiring a belt and determined, with the help of our friendly local vacuum sales personnel, that the belt for a Dirt Devil will substitute perfectly for the Everstar original. The original Everstar belt was a "wk-20/05" which we replced with the following: "Royal 1-720410-D01 STYLE 4 /5 ". Cost was approximately CDN $4.50. As for the HEPA flter, unfortunately we were not successful in finding a suitable replacement so I would suggest you keep yours well cleaned and in good operating service to prolong the filter lifecycle. We hope this helps many of you seeking a way to make your Everstar usable once again.