M.sharkclean

Absolutely despicable customer service. I purchased a Shark robot July 2022 that regularly fails to connect to wifi. I have gone through troubleshooting on my own as I have worked in IT. I could not get a permanent resolution so I contacted Shark. After 25 minutes on hold I spoke with IT who had to escalate my case to second level. They asked which time slot would be best for level two to contact me and advised that I would receive three attempts within 24-48hrs during the time slot I chose. I received one call after 48hrs during an incorrect time so I was at work and unable to answer. Javier from level two left me a voicemail stating to call *******7398. I called the number, spoke with an advisor who transferred me. After 40 minutes on hold an unmarked voicemail came on the line so I left a message with my name, phone number and reason for calling. This afternoon I had not received a call from Shark at all, so I called them again. Advisor was unable to assist me and unable to transfer me to the second level so I spoke with a supervisor. He transferred me to second level. Chris from second level was condescending and unhelpful. He stated my connection issue was an easy fix that first level should have done for me (so he spoke down about his co-workers). He wanted me to delete my robot and add it back to the app. I have done this multiple times over the past five months. It may work, it may not. If it does work, it stops working a week later. It is obviously not a permanent resolution. I explained this to Chris who said I needed to add the robot back to fix the connection issue. I reiterated that I had deleted and re-added the my robot multiple times and was still experiencingthe same issue. He kept repeating himself. Since it was clear he was unable to understand, I asked to speak with his supervisor. After holding for approximately 15 minutes he came back on the line to let me know he was still waiting for a supervisor. A few minutes more hold time and the call dropped. I had given my phone number and robot info that was registered to me with my contact information on it. No one called me after the line dropped. I had been on the phone for 1 hour 17 minutes and 25 seconds at that point just on that one phone call. I called back and started over with an advisor. I asked for the supervisor so that I could be transferred back to second level. After a hold she stated there was no supervisor available and that she could put in a ticket for one to call me within 24hrs and asked which time slot I preferred. So I am back to square one with two open tickets and a five month old Shark robot that cannot connect to wifi. This is the shortened version of all I have been through in just three days (not counting the robot not working properly for the five months since I've purchased it).

I have five Shark vacuums in my home (3 uprights & a cordless which I also do not recommend) and purchased two for my mother. I am disgusted. I want to ship all the pieces of each one back to Shark and go buy competitor products.