Used this vacuum one time and the brush stopped working! And, yes, we followed the trouble shooting guidance in the guide. We turned the switch on, made sure it was reclined, and unscrewed ALL the screws and took the brush out. We don't have long haired pets either! I wanted to love this product, I even returned a previous purchase because I WANTED this one. Too bad it did not perform, literally. I tried to contact customer service and they are currently limited to certain times/days and phone calls only. Really inconvenient as I have a new baby. I don't recommend this product. I really wish this was not an issue.