I am very sorry Mrs Rice had a bad experience in our store. We strive to treat people right and do our best to be helpful with whatever their vacuum needs might be. Mrs. Rice brought in two vacuums. She asked that the first one be serviced and the second one needed an estimate for fixing an unknown problem. Both of these carry a $10 deposit which is applied to any repair when completed. Servicing the vacuum includes a complete cleaning and inspection of the vacuum. Generally the belt filters and bag are changed as well. Cost for this service is $29.99 plus parts. In her case this totaled about $40. The fact that the vacuum was clogged would have been found and corrected in the course of a normal service. The second vacuum had a broken fan and missing parts which totaled around $60. When I called to give the estimate Mrs. Rice was not available so I left a message for her. The Vacuums were both well worth fixing and since we had the one apart already, we decided to go ahead and change the fan so we would not need to take it apart again when she approved the repairs. Unfortunately and to our surprise she did not want to repair them and we had to remove the part after all. The other parts mentioned were missing when the vacuum came in and were part of the estimate to repair the vacuum. The reason we have Dyson vacuums in the store is that Dyson will not sell us parts if we don't stock their products. They are not our favorite brand or style of vacuum but we have many service and repair requests for them and need access to the parts in order to provide that service. The additional cost to service a Dyson is related to the additional time it takes to do the service. More time = more cost. I hope that the long line of vacuums in the store for repairs is a reflection of our 28 years of good service to the community and a testament to the relationships we have developed over the years. I am very sorry this experience was not a good one for Mrs. Rice and hope that we will have the opportunity to provide better communication and service to her in the future.