I purchased a Shark Europro Steam Mop from Target.com about 5 months ago. It stopped working so I went online to www.sharkclean.com and was pleased to see that I could chat live with a customer service person. "Oscar" was little to no help at all. He had little knowledge about the model I was inquiring about and he abruptly ended the chat by telling me to call the 800 number. I tried to ask him what information I needed when I called the number such as serial numbers and exact date of purchase and he ended the chat. The phone call to the 800 number was worse. I was clearly calling a different country. There was a bit of a lag between our conversation and what sounded like raucous family members in the background. Furthermore, the gentleman I spoke to seemed as if he was IMing with someone to give me answers to my questions. Bottom line, I have to send the vacuum back to Europro on my dime for shipping AND he wanted a credit card # for me to prepay the return shipping which I did not provide. I have to send a check for 9.95 along with the vacuum. When I asked him for an address he told me the address up until the city and said, "thank you very much, ma'am" Um...can I have a state and zipcode please? He seemed as if he didn't know what I was talking about. In the end I got a state & zip out of him but turns out that the zip is wrong. In addition, most of our conversation had to be spelled to one another due to neither one of us readily understanding the other. We had to spell using a phonetic alphabet which made it even more difficult (alpha, bravo, charlie etc.). All in all, it left a bad taste in my mouth. The packaging is long gone in the trash but I'm going to try to contact Target to see if they can help. I really liked this mop...when it was operational.