Purchased a nice Kenmore Elite upright vacuum and after 3 years of light use, the brushes on the agitator roller began to wear out. I called the help line to inquire about replacement roller and was assured that part was replaceable and placed a backorder. After 3 months on backorder, I received the part around the Thanksgiving/Christmas holidays. Upon taking the bottom panel off, I discovered there was no apparent access to the roller assembly. I contacted 3 vacuum repair shops for help, the third claimed to service all makes & models and asked me to bring the machine and part in. Upon viewing the machine I was told that these models have sealed plastic housings that make repair or replacement of parts virtually impossible without breaking the machine. I then contacted Kenmore's parts division, Gardner, to ask for return authorization. Since my search for repair took just over 30 days, I was told they would not honor a return for refund. After explaining the situation, my request was escalated to management for exception. Upon further review, I was still denied and am now stuck with an $80+ new part and original packaging that can simply not be used due to an obsolescent design, when I was assured that I could replace this simple part at the time of order. Never purchasing another Kenmore product!
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