I've read some pretty bad reviews on its battery charge holding power, but was intrigued anyway enough to buy one. I LOVE it!! Enough so, that I want to give you these cautions, which I'm observing. Then I'll tell you why it's worth it.
1. It says to fully charge it (8 hours) when you first get it. Do that. Don't cheat halfway through because you want to try it out. Just leave it plugged in, uninterrupted, for the 8 hours.
2. All rechargeable batteries have some weaknesses. This one may have more. While the directions say you can re-charge it before it runs out, I am not doing that. The safest way to treat a rechargeable battery is to let it run out of juice entirely. Then give it a full charge. That prevents any possibility of the battery's "memory" programming itself to only hold a charge a shorter time.
3. Do NOT leave the battery in the charger for longer than 24 hours, and I wouldn't leave it anywhere near that. (They tell you that in the instructions but they don't say why, so people can ignore this.) What happens is... the item gets fully charged (in this case, in 8 hours or less). Then as is the case with ALL batteries, they lose a little charge just by existing. If a rechargeable battery is left in its charger, the charger may charge it that teensy bit to bring it up to snuff. So what you are doing is conditioning its memory for a short charge. (I've heard this from everyone, from Verizon with cell phones on down the line.)
4. Last but not least, because of that last factor, I keep the battery out of the machine. It could still be losing a little charge, but at least it's not plugged into anything.
As for other complaints I've read, just understand how this thing works. It is NOT a vacuum. There is no suction whatsoever. It is nothing more than a sweeper. It has round brush rows on all sides that sweep matter into a tray (and it's a little tray). And that's all that it does. HOWEVER, it does that so well that... well, let's just say my floors are cleaner than they've ever been. I run this thing around maybe once a day, and it's just great. I empty the little tray (which is extremely easy to detach and re-attach as the head of the unit is on the floor -- you don't have to pick the unit up and hold it over the trash). Then it just snaps back on with a good, confirming click. And I would plan on emptying the tray every time you use it, because this thing picks up dust and everything.
One other thing. From time to time clean the brushes. Threads can get wound around and while they are just not a problem to pull off, you don't want them getting too wound up. It's just not a biggie at all.
So in short, yes there are a few things to remember, but this little unit is SO incredibly handy, that none of the above things are worth hassling yourself over. As for it working on carpets, it does okay on short pile carpet (you will hear the motor slow down a little). But it's meant mainly for floors.
I also love the fact that it has a magnet on one side of the head and on the handle (which matches up and holds) because it stores in the teensiest width places.
So this is a big review FOR it, but with the cautions that you can't expect it to be a vacuum because it's not; and you do need to do whatever you can to maximize its battery life between charges. As for customer service, I don't think there is any. I called them to get the lowdown on how to maximize its battery life between charges, and it's nothing more than a call center. It's not the actual company.
I just absolutly love this thing. I track dirt in from the barn and from the outside, and it is soooo handy for daily maintenance of floors (kitchen, bathroom, etc.) I haven't vacuumed my kitchen floor for over a month (ouch! but it's true). I just run this thing around and it gets into all sorts of crevices and corners.
Oh, one other caution. I am VERY careful not to run it over water or other spills (particularly anything sticky!). The reason is because those brushes are obviously going to have dirt encounters, that's what they're for. Any liquid, I'm quite sure, would just make for gunking them up.
I hope this is helpful, because the reviews I've read would have dissuaded me from having ever tried it. But they were ALL complaints about the above things which are quite easy to avoid.