My 4.5 year old upright vacuum suddenly stopped working and smelled like something had burned out. I rang customer services on Thursday 26th sept. They conducted a video call with me and I had to show various parts of the vacuum. The operator then said it sounds like the motor had burned out and she would order a new one. Confirmation received immediately. An hour later I received an email advising the motor was out of stock and they would replace with a brand new vacuuum. This arrived today! Absolutely fantastic and amazing service