Dear Svetlana, thanks for your kind reply, and we are glad to be at your service. Please feel free to contact us at www.tineco.com if you need any assistance.

The new filter that cleans the dirty filter doesn't get equally dirty. It's a small amount of dust that you're transferring, it's just that the dirty filter has been used for a full cycle so the dust packs in, and you need to dislodge it. Also, I always tap/brush off a ton of dust before I even put the dirty filter in the cleaning tool. The tool is used best when you're just pulling out the last bits that don't come out by tapping or brushing. It doesn't get fully dirty again until you fill up the vacuum again. Make sense? :)

We recommend changing the pre-filter every 3 months to keep a normal performance according to the usual cleaning. If you use it more frequently, you may have to change it every few months.

Dear Cinthia, thanks for choosing Tineco. Please note it will be the same way as cleaning the multi-tasker brush. We don't recommend soaking it since water will make the metal part rusty.

Dear Customer, Thank you for the comment. You are encouraged to replace the roller brush if your machine fails to work because of the brush fault. If your machine works as normal, the replacement of the brush depends on your own choice. If you have any other questions, please feel free to contact our customer service team via email, and they are ready to help you. Best regards, Tineco Customer Care

After arguing with the customer service agent and inconsistent information given by the agent, they agree to replace my brush since my vacuum's age is only 6 months. However, it's been 3 weeks (almost a month) since i send them the brush, i haven't received the replacement brush. In addition, my vacuum battery start showing problems. It only last less than 15 minutes working.

Thank you for contacting Tineco. We are sorry that you met this kind of issue. You can click this link for your warranty service if you are in the US. us.tineco.com/support/process-a-warranty/

Dear Customer, Thank you for the comment. Whether to conduct the maintenance of your machine depends on the dust accumulation and machine usage. But we recommend to do the maintenance after each use. If you have any other questions, feel free to contact our customer service team via email, and they are ready to help you. Best regards, Tineco Customer Care

Yes, that's a proper way to clean it. But please make sure it's completely dried before you put it back to the machine.

Dear Linda, thanks for your comment. There is a screw inside the HEPA filter to connect the HEPA cover, unscrew it and you could replace the new filter.

Yes. I found that and took it apart. But it seems to have a metal outside part around the hepa filter. I do not see that in the pictures of the replacement hepa filter.

@@lindagorgacz3815 Dear Linda, that is the different version of the HEPA filter while the function is the same. The new version filter doesn't come with the metal part.

Dear Fia, thanks for your attention to Tineco. Please refer to the 1:28 of this video and the HEPA filter could be washed under the water. Please note the parts need to completely dry before installing.

@@TinecoSupport yes 1.28 just shows a LIGHT brushing of the outside metal mesh...don't think that's enough to clean it. Anyway, I think washing is the answer.

@@fiaf3395 Thanks for your kind reply. Please feel free to contact us if you need any assistance.

Dear Karii, You can purchase the brush for A11 series at our official store: store.tineco.com/ Best, Tineco Customer Care support@Tineco.com

Dear Kim, Thank you for the comment. Could you please specify the problem you came through? We are willing to help. Also please feel free to contact our customer service team via email if you have any question. Best regards, Tineco Customer Care