Shark NV501 Rotator Professional Lift-Away Upright Vacuum (NEW: Damaged Box)

Caution: company is not honoring the five-year warranty. As I write this review, you are able to download a pdf copy of the warranty from within the amazon product description. The company refers to the bottom portion of this vacuum as a "floor nozzle" (i.e., the part that you roll along the floor, which contains the brush, belt, small motor and electronic circuitry). This is the part that failed on our unit after 2 years and 8 months. It is a major part of the vacuum, not a consumable item, yet the company is excluding it from being covered. The warranty is written in a pretty straightforward manner. If you take the time to read it, you will see no language that could possibly be interpreted to exclude a major part such as the floor nozzle. It almost appears as if they have accumulated enough positive reviews to disregard the promises of their warranty and/or the effects of a negative review like this one...perhaps if enough people click that this review is helpful, it will rise to a prominent position so that more buyers can make an informed decision. Following is a transcript of my conversation with their customer service for your own assessment: Chat started: 2017-08-15 04:51 PM UTC (04:51:19 PM) Visitor 37898665 is now known as Joe P. (04:51:19 PM) Joe P: I have a Shark Rotator Professional (NV 501 31) purchased from amazon on 12/8/2014 with 5 year warranty. Brush does not spin and it is not belt. Called your warranty service department and confirmed via troubleshooting procedures that it I am doing everything correctly and that it is not working. Person I spoke with then stated that the part would not be covered. Before I contact amazon and/or leave a review, I wanted to confirm that the warranty would not be honored. (04:51:32 PM) *** Pauline joined the chat *** (04:52:12 PM) Pauline: Thank you for contacting Shark|Ninja®, my name is Pauline, I would be more than happy to assist you with this, Joe. (04:53:42 PM) Pauline: May I ask do you have your unit with you? I would like to do some troubleshooting with you. (04:55:18 PM) Joe P: Yes, but if we confirm again that it is broken, will the warranty still not be honored? (04:57:13 PM) Pauline: I do apologize, the floor nozzle is not covered under warranty. You would need to purchase the floor nozzle on our website. (05:00:07 PM) Joe P: The problem I'm having is that the warranty does not exclude that item, and I believe that other reviewers on amazon claimed to have had it replaced under the warranty. It does not seem legal the way the warranty is worded. At a minimum, it is highly misleading. (05:01:45 PM) Pauline: I am very sorry Joe. We can replace it if its under the first year. However, the customer will pay for the shipping. After the first year you would have to purchase this. (05:04:10 PM) Joe P: I just re-read the warranty, and there is no such wording. Again, it just does not seem legal. (05:04:31 PM) Pauline: I am very sorry for this Joe.