Bests & Worsts Reviews from Amazon

My wife and I had an old Dyson that we got from my parents when we bought our house. That thing was a tank. It cleaned well, and lasted forever. When it finally started to kick the bucket I automatically wanted another Dyson. After reading the reviews on this model I was sold. Unfortunately, when we received the vacuum we were only able to use it 5 times before the brush motor quit working. We did online troubleshooting with Dyson's website help, took the brush apart and cleaned it as the instructions stated. We have a cat, two dogs, and a toddler, so yes, there is a lot of hair, dust and dirt that gets thrown about on our carpets. We thought that cleaning the brushes as instructed would fix the issue. No luck. AND HERE'S THE MAIN REASON FOR THE ONE STAR REVIEW: Let me start off by saying that when this vacuum works, its awesome. The problem is, it doesn't always work. And when we then tried to call Dyson (after attempting the online troubleshooting), we were left on hold at least 4 times for nearly 20 minutes each time. We attempted to email Dyson and explain the problem. We explained that we already did the online troubleshooting in the very first email we sent to them... and they responded by stating we should try their online troubleshooting. After numerous email go-arounds with them they finally agreed to take the vacuum back to repair it. My wife also included a very detailed note in the packaging about what was going wrong with the vacuum. We just got the vacuum back tonight - plugged it in, and the rotating brush STILL does not work. As I said, we have pets and a toddler, we need a vacuum that works as advertised. This one did not. I wanted to like this vacuum a lot. Reviews were great, our old one was awesome, and it looked really cool. But after our problems with it, and the customer service we received, I cannot recommend Dyson as a company. I don't leave a lot of reviews, good or bad; but this is an extremely expensive item, for that price, it should work appropriately, and if not, there should be proper customer care to ensure problems are fixed. The level of customer service we received is unacceptable for a big purchase like this. Thankfully Amazon is, as always, on top of their customer service game, and is allowing us to return this vacuum to purchase a different brand.