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Shark Steam Mop Complaint - Poor Customer Service
Shark Steam Mop Complaint

Shark Steam Mop Complaint


Poor Customer Service

Purchased a Shark steam mop for a Christmas gift in 2010 for my 78-yo mother. Worked great for her until the following November (less than a year), when she was in the hospital with knee replacement and I was trying to clean her floors. No hot steam came out. I called Shark's customer service number and told the guy, who wrote down our info and said, well, try plugging it in and waiting, etc. Never worked. Then my mom, after recuperating from surgery, tried the mop again in February and it worked, once. After that, it's not worked again. She called and the customer service rep was HORRIBLE. She told my mom it was HER fault for not having shipping the item back to them in November! She said the only way to get a replacement, and only a $49 replacement value at that, was to ship it back. My mom doesn't have that kind of ability to do that. So the product is great--when it works--but the customer service on the other end of the line was AWFUL.

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sb2665 says: (5 years ago)
I had two with the same problem. The fix is easy but involves disassembly. If you're not handy that way it's probably way too involved. The problem is two little rubber one way valves that control the pumping of water from the reservoir to the heater unit. They're a remarkably easy fix but getting to them is a chore.
1. Remove the handle extension (just makes unit easier to work with.
2. Remove six screws from the body (two are smaller)
3. Lift the water tank and remove the hose from the top of the heater unit. move the clip that holds the hose farther onto the hose rather than taking it off the hose. It's a pain to put it back on the hose because the hoses are wrapped with woven insulation.
4. Remove four screws from the brackets that hold the heater unit (spacers are under the brackets).
5. Now there are six screws that mount the pump frame to the body. Two are in deeply recessed holes. Remove these (Two are different).
6. Now the pump frame can be lifted out and turned over. There are two short screws that mount the bracket holding the pump body to the frame. Remove these screws and pivot out the bracket.
7. The pump body is T shaped. There are two hoses from the water tank on the left and one feeding the heater on the right. Lift the T assembly out of its recess and pull the fitting that the hoses attach to off the T. The left side has the rubber one way valve attached to the fitting you've just pulled off. The right one is attached to the pump body. You can pull these right off.
8. The problem with the steam mops is this valve. They stick shut. Maybe from the heat. Maybe from something in the water.
9. You can squeeze the tips to open them back up but I used a flat jewelers screwdriver with a little silicone lube inserted into the open end (to open them up) and hopefully the silicone lube will prevent them from sticking shut again.
These one way valves allow water to be drawn from the water tank on the upstroke and injected into the heater on the down stroke. One of my steam mops had both stuck and no water was being sent to the heater. The other had one stuck and formed a vacuum in the water tank. That mop would work (until the vacuum would form) at which point I'd have to open the tank to break the vacuum. It would work again until the vacuum formed.

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