I called twice your customer service and the last one Emy told me to go on my knees and unplug hoses and etc... I am 81 year old and I have arthatism and my hand do not work the way a younger person should work. so I did was this person told me do you, and I had to do this and that and it never ended, but I was on my knees and I could hardly stand up. so I told this person emy to send me a replacement and with the box I will return the defective one that I have. so she told me that she cannot do that, and that I had to do more testing I have purchase more than one vacuum from you during the years. my name is Monique harker 173 bowie st Mabank, tx 75156 Monique.[protected]@gmail.com phone number [protected] I do not have a cell phone, so I cannot send a picture, I would not know how