On October 11, 2010 I brought in my 18 month old Hoover Duros Canister vacuum cleaner in to Marvin's Vacuum where I'd purchased it 18 months prior. The on/off switch failed and needed replacing. The unit was out of warranty and Greg, the CSR told me it would take two weeks to fix. He never offered me a loaner or any solution despite my obvious frustration with the length of time for the repair. During the ensuing two weeks I called regularly to get updates and spoke to Robert the repairman as well as a female CSR, both of whom told me the part still had not arrived. Finally, October 25, 2010 - two weeks to the day I brought in the unit, I spoke to Greg who told me the part still had not arrived. I told him I was going to pick up the unit and he could call me when the part came in. At that point he said "the owners have given me permission to take the part out of a brand new unit and replace your faulty one. It should be ready at 3pm". I thanked him and hung up. First off, I don't believe Greg spoke to the owners and had this been an option at the beginning, he could have exercised it without the fourteen days of aggravation he caused us. We have a dog and a cat and clean our house every week. The piles of animal hair are out of control despite daily sweeping. These people strung me along with no regard to their commitment!