Being a technical guy I removed the revolving brush bearings and cleaned and lubricated the 2 bearings that support the brush roller. This cured the ratchet noise. I rang the helpline re the burned out motor. My call took almost 30 minutes to be answered but staff were helpful and arranged an engineer callout under warranty.
I find it difficult to apply an accurate rating to this product due to the 2 Out of Service incidents within 18 months. When it’s working it’s the best thing since sliced bread but I wish I had taken the 3 year extended warranty.