I purchased a Dyson hand held cordless vacuum. Through receiving an online ad, I learned that the cordless vacuum could be purchased with a wand. I then sent an e-mail to the company hoping that they would exchange it for the more expensive version with a wand. I never received a response. Then, over the course of about 3 weeks, I attempted to call the company ... never had enough time to wait for as many as 85 callers ahead of me. When I asked for a call back, no one called. After all that time, when I finally got through, an agent informed me that they had so many calls due to sales promotions and the company didn't want to miss any sales ... hence, the long wait times. I asked to exchange my hand held vacuum for the upgraded machine with the wand (and let the agent know that I was willing to pay the considerable amount for the upgrade and for the shipping) and was informed that, since the trial period was over, the company would not help me. I explained that I have a disability and the bending to use the hand held vacuum was causing me a lot of back and knee pain. No humanity with this company ... no exceptions to their rules. Trying to think outside the box, I called back ... another long wait time. I asked if I could purchase the wand to add to my machine and was informed that adding the wand would eventually burn the machine out. I explained my problem and the agent told me that he would try to help me and would get back to me. I asked for an e-mail response due to the long wait times. Two more weeks have passed ... no response to date. I can only imagine the frustrations of a customer who purchased a malfunctioning machine. If Dyson Canada is to survive, it must improve its phone system and customer support. I am certain that the call staff is not the problem. They are simply overworked.