SharkNinja review: Shark Stratos Model AZ3000 SN R13R104A4Q5

We purchased this vacuum in November of 2022 and purchased the 5 year warranty with it. Our order number was [protected]-00 dated November 13, 2022. In February of 2023 we noticed a couple of tufts of dog hair being left after it was vacuumed. This happened each time we vacuumed and finally in March we called Shark about this issue. They had us connect to their video system so they could see our vacuum. They had us take it all apart and drop a coin down thru the various parts to see that it was not clogged. They said they didn't see anything wrong with the vacuum, so there was nothing they could do. We dealt with this issue for a while and then called to again about the end of April to complain again about the issue. They again put us thru the paces with the video and taking the vacuum apart. They didn't see anything wrong but decided they would send us a new handle and hose. The new parts arrived about a week or so later and put on the vacuum. The new parts did not seem to make any difference as we were still dealing with the same little pieces of hair being left after vacuuming. We also started noticing hair being stuck on the front roller. I think about June we called again and went thru the ritual of taking it apart and dropping the coin. Again, we hear them say "we don't see anything wrong with the vacuum". We asked to speak to a manager as we were not getting anywhere with this person. They put us on hold and after about 2 or 3 minutes they tell us a manager was not available. We asked to have a manager call us and they said it would be within the next 48 hours. About 3 or 4 days later we realized they never called us back. We called again to customer service and went thru the whole process again before we could try and get a manager or have one call us. Finally we get a call from a manager 2 days later and we go thru the complete series of calls we have made. We told the manager he needed to review our case and see all the calls and complaints we have made. After being on hold for about 5 minutes he comes back and says he doesn't see anything wrong with the vacuum. After our getting angry with how they don't seem to care about getting our issue resolve. They finally decided to send us a new bottom section with the rollers. We said we hoped this would resolve our issue. The new piece arrives and install it. After weeks of vacuuming we still see little tufts of hair being left. But we now started seeing a different problem. We call again to customer service and go thru the usual customer service ritual. We tell them we have pictures but need a location or person to send them to. We explain what the problem is but they don't see any problems. Here we go again, we need to talk with a manager. On hold and then hear a manager is not available. These people are programmed well on what to say. We tell them we need to have a manager call us before the end of the day. Typical no call that day but they did call back a few days later. They did not see the pictures and would call back as soon as he looked at them. We are done, no return phone call again and we are not going to go thru the frigging customer service ritual every time you call.

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