Bissell ProHeat Pet Pro Carpet Cleaner

I purchased it in May 2019. Died March 2020. Contacted customer service. see transcript below. I bought our BISSELLProHeat 2X Revolution Max Clean Pet Pro Full-Size Carpet Cleaner, 1986 last may and yesterday the motor lost suction and started smoking. Thank you for contacting BISSELL. Please let me review and assist you with your concern. I'm sorry to hear that your machine has no suction and it got smoke. I know how frustrating it is when you are not able to use your machine. Please provide the model and serial number of your machine. Model is 1986 Thank you! And the serial number please. where do I find that? You can see the serial number on the white sticker which is located at the lower back or underneath of the machine. ok, checking Thank you! I'm just checking if we're still connected? yes Great! Have you already found the serial number of the machine? I see a white sticker says Bissell The serial number is the long series of number that ends with letters. Is there any number after the model/modele word that is the serial number of the machine. says Bissell International but the rest is faded Can you please send a picture of the white sticker. I will be the one who will get the information. ok Thank you! I haven't heard anything from you in a few minutes, please send us a message if you have any other questions. uploading it Thank you for contacting BISSELL! Let me review and assist you with your concern. Image attachment I have reviewed your last recent conversation and the previous agent was asking for the serial number. Thank you for sending us the photo. I appreciate the effort of you taking the picture. Allow me to check the details for you. I've seen you mentioned that the machine has lost it's suction and started to smoke and I apologize it happened. I'd be glad to be of help. May I know if you still have the machine's receipt? yes PDF file Great! I also need to verify few questions regarding the incident. May I know if you can define the color of the smoke that came out if it's black, grayish or white? grayish motor got really loud and I shut it off right away and the motor made some grinding noises as it powered down Thanks! How about the smell? Did you notice a rubbery or electrical smell, too? electrical Thanks! Hang on as I create a report. ok How about the screenshot of the official receipt? Just want to check if we are still connected. yes 11:22 AM Unsupported file type - Doc1.docx We'd like to verify the warranty using the receipt. Regarding the suction issues, you may refer to this instruction to troubleshoot: bit.ly BISSELL® | Vacuum Cleaner, Carpet Cleaner, Steam Cleaner & Parts ok I've sent you the receipt PDF file Let me check again if I can access the file. Image attachment Great! I'd like to verify few more questions to be added on the report. Have you checked if the belts are intact and not damaged? yes they are fine Thanks! Have you also removed and cleaned all filters/lint screen? And if the brush still spins? yes no other problems I clean it after every use I haven't heard anything from you in a few minutes, May I know the location of the smoke? bottom back right It has a limited 5 year warranty and isn't even a year old how long is this process going to take? Can you also verify if the float moves freely or if you're able to move it up and down, while the dirty water tank is empty? yes float moves freely I clean it after every use After you clean the debris from the red motor duct screen under dirty water tank and while machine is turned on, can you feel for suction at the red motor duct screen by placing your hand over the area? no suction Can you rate it from 1-5 and 5 is the strongest and 1 is the lowest? THIS IS A MOTOR PROBLEM. METAL ON METAL GRINDING NOISE WHEN POWERED DOWN. 1 We appreciate your patience during this process! What we need to do is to retrieve the machine for inspection. I am going to post this interaction on Amazon. The amount of time this is taking, the number of times I've had to prove proof of purchase and and series of questions is insulting. ok Replacement? I apologize if you feel that way. I hope you understand that it's not intended to insult but the series of questions are for validation regarding the issue so we can determine the exact issue and proper resolution. Motor is going out that's the problem We do not simply guess for a resolution right away. It has to be documented and validated as well. But we really appreciate you taking time to provide the details they need. I have saved the data of your official receipt since we do not have the white label to provide. Here's what we need to do; Kindly wait for the return label to be sent to your email within the day. Kindly check your spam and junk mails if possible, and have the label printed. Use the return label to ship the machine back to us by contacting FedEx to pick up the machine from your place, as the machine has to be inspected. Please be advised that inspection can take up to 10 business days and you'll be notified of the results. Motor is loud (100dB+), electrical smell, grayish smoke, no suction then what? Can I verify if you have access to printing the label through your email? Guessing it will be about 30 days before item is replaced. Worst warranty for something that isn't even a year old. I apologize, they are aware they need to follow the standard inspection time of up to 10 business days and they have to update you. You have asked me to upload the receipt, then asked me to screen shot the receipt. Yes I can print from my email. Please include the receipt along with the return label so they have easy access to the details. Kindly verify your email address and shipping address? Are you sending a box to return it in? pretty sure no one will accept it with just a label on it. Please have your supervisor contact me xxx-xxx-xxxx I apologize that we do not provide a box to be used but any box will do. Instruction regarding the process will also be sent to you via email. My address is on the invoice I've sent twice local service center? Thank you for confirming that the address is the same. Would you still want a supervisor to call you back regarding this? yes I'll forward this to a supervisor and please allow 1-2 business days for a callback. Regarding a service center, kindly check this link for your reference: