Dunster, I hope you return or exchange your new vacuum and try another on Shark. I have two Shark vacuums that work really well and are not excessively noisy. I would ignore whatever that supposed customer service person said. It doesn't matter. Just deal with Costco. I did buy a refurbished different major brand that made a terrible high pitched noise before I found my Shark. It drove my dog crazy. I kept trying to use it because I believed the hype about that brand, before finally giving up. Good luck!