It took a little while (November 23rd, 2005 http://cwguy.com/?p=80) but Jim Coleman himself fixed my shampoo tank that was leaking (Disclaimer: I am not really sure if Jim actually fixed my vacuum). To my understanding, it was actually the distributors fault that it took over 2 years to fix, but the last 2-3 months of it was my fault. But, I got my vacuum fixed under warranty. YEA!
I believe the customer has to pay for the shipping of the vacuum but they were supposed to ship it on a Coleman truck when they did their drop off (which is only every couple months, but it would be free). I am very happy I got the vacuum back after I thought maybe they lost it.