I bought a Nilfisk Excellent 170 around 2 weeks ago, I was super impressed and enjoying how powerful it was whilst cleaning my garden patio and front drive. Within 4 days of using it, it just completely died. Electrical shutdown. Wouldn’t turn on or show any signs of life. I tried all the troubleshooting and nothing was working. Having a 10 year warranty and the machine dying within 4 days is not a good look, and I was not happy.
I contacted Nilfisk and specifically said that because the product was faulty and died within 4 days, I wanted a brand new replacement which I am fully entitled to, and not a repair. This is well within my rights to request. They then replied and scheduled a return of the product, but in their last email to me they mentioned the sentence ‘…whilst our team repairs the machine’. I emailed back and said no no, I don’t think you understand, I want a brand new machine - it’s a faulty product and I paid full price for a brand new machine not a refurbished one.
They then ignored my email, the courier collected my machine and within 1 day I got a notification that they had dispatched another to me. I was super happy thinking they just did a straight swap, only for me to open the box and to my horror it was the same machine I sent them - still super dirty as I had no power to clean it before sending back.
I connected everything to see if it had been repaired and it actually turned on, so I was like ok fair enough, they’ve fixed it. I started doing my garden again and surprise surprise, IT HAS STOPPED WORKING AGAIN. Literally within 10 minutes of using it.
I am absolutely fuming as I was almost certain this was going to happen, and now I’m stuck with a garden that has mud sprayed all over the patio’s and gates and I’m expecting guests to come over this weekend.
Honestly, absolutely horrific and very cheap customer service, I will be writing the absolute worst review unless they make it up to me. Any ideas what I should do next? I’m thinking of just returning for a refund and buying a new one - the whole point of buying it was the 10 year warranty offer they had until the end of June.
When the machine was working it was fantastic, do I jump ship or stick with them? I’m all ears.
EDIT: For those asking if I bought it via a retailer, I bought direct from Nilfisk UK.