Complaint regarding Karcher DVAC 1500 Product Quality and Service

I am writing to formally express my dissatisfaction and disappointment regarding both the quality of the Karcher DVAC 1500 vacuum cleaner as well as the manner in which this matter has been handled. I purchased the vacuum cleaner from Builders Warehouse on 18 March 2026 with the expectation that I was investing in a reliable and reputable product. Unfortunately, after only three weeks of normal household use, the machine stopped functioning completely. Considering the reputation associated with the Karcher brand, this failure within such a short period is entirely unacceptable. I returned the unit to Builders Warehouse on 14 April 2026 in the hope that the matter would be resolved efficiently. Instead, I was informed that the store only offers a 7-day return policy and that the machine would need to be sent to Karcher for repairs. What followed thereafter was equally disappointing. When I followed up on 24 April 2026, I was informed that the vacuum cleaner had still not been sent to Karcher for repairs, despite already being in the possession of Builders Warehouse for more than a week. I was then required to make several additional follow-ups before eventually receiving the machine back on 7 May 2026. However, the frustration did not end there. Upon opening the packaging and testing the machine on 9 May 2026, I discovered that essential components were missing, including the suction hose, one suction pipe, and the dust bag. It is extremely concerning that a repaired product could be returned to a customer in such an incomplete and careless condition. This entire experience has left me deeply disappointed in the Karcher brand. Over time, we intentionally started purchasing Karcher products for our household equipment needs, including vacuum cleaners and pressure washers, because we trusted the brand’s reputation for quality and reliability. Unfortunately, this experience has seriously damaged that confidence. To summarise, the product failed after only three weeks of use, the repair process took an additional three weeks, communication and service were poor throughout, and the machine was ultimately returned incomplete. As a customer, it is extremely frustrating to now face the possibility of waiting even longer for the missing parts to be supp****. I sincerely hope that this matter will receive urgent attention and that an appropriate resolution will be provided without any further delays.