Disappointing and Unacceptable

I bought a Morphy Richards upright vacuum with a 12 month warranty, from their own website in April 2012. In December the rotating brush stopped spinning. I telephoned the helpline, and explained my problem, I was informed that packaging would be sent out to me so I could repack the vacuum then would have to phone them again to arrange pick up of my vacuum. As it was the weekend before Christmas packaging could not be sent out until after Christmas, as the company would be closed for the holiday period. Packaging (flatpack cardboard box, with letter stating that if it was not packaged correctly and transit damaged occurred then the warranty would not be valid, and also stated that if, after examination, the fault with the machine was not caused by either mechanical breakdown or defective materials, then I would be charged 20 pounds!) was recieved on 4th January, and after another telephone call, collection was arranged for 8th January.
It is now 18th January, I telephoned Morphy Richards today, and they have not heard anything regarding my repair. I do not think this is acceptable, I have been without the vacuum since December.

Update: Vacuum was finally received on Tuesday 22nd January, used vacuum for the first time today (24th Jan), and guess what, within 5 minutes the brush stopped rotating again!! :(