I just spent 70 minutes online with Smile S trying to find a solution for why my SV10 is not working. It was like communicating with a robot. He spent most of the time trying to find an account for me or to set one up. He INSISTED the S/N was under the barcode. I repeatedly told him it was not. Finally he asked for a photo and THEN he believed me. He had no record of the 2016 purchase - I’m sure it was under the address and phone number i had at that time, and i no longer remember the phone number. He wanted the date of purchase. I told him 2016. He wanted exact day. Sadly, 8 years later i don’t have that info. I usually keep receipts for major purchases but could not find that one. In my first message i told him what the problem was. only FORTY minutes later did he ask me what the problem was. Then he decided i need a new charger. I suspect i really need the battery since the device is 8 years old, but he is supposedly the expert. It was the worst customer service ever - he kept thanking me for patience and acknowledging my frustration - but what i wanted was to find out how to fix the vacuum. At the end he sent me a link for a survey - and of course, the survey doesn’t work. Typical. They have no phone number or email where you can deal with anyone directly. It should be illegal not to provide direct service to customers who have spent $600 on a product. Lisa Dry