I had a great experience with customer service, getting a replacement for the W200. Penny helped me troubleshoot the issue, which we think was a battery that wouldn't charge any longer. She then found this upgraded model and it works really nicely. My three favorite things about it: it stands up by itself (the previous model would slide down and crash on the floor when left unattended), it can be adjusted easily to reach under furniture, and the brush can be removed for cleaning much more easily than the previous model. Penny worked through the whole process with me and I'm enjoying my new product.