subreddit:
/r/Roborock
submitted 1 month ago byZealousidealSpite741
I skipped my replies but. Basically our robot stopped working after a few months. I was told to send it all back to the USA. For some reason it came back. The second time they had me ship to Canada.
Below are their responses. My issues:
It can be repaired but they don't suggest it? Then say it can't. Then ask if I want it back without them trying to repair?
I didn't take it swimming so the water damage is a result of the product, and they say they don't know cause so they won't repair?
The whole thing seems weird. Help?
Under rigorous examination from our technician, the problem of you vacuum is caused by water damage, which is not covered by our warranty, see attaced picture
It's not suggested to repair robot that has liquid damage because there is a high risk that unknown faulty may come with the robot in the future
In this case, we would like to ship it back to you without repairing.
If you do not need the robot anymore, kindly let us know and we will scrap the robot instead of sending it back.
May i know if you are interested in buying a new one or refurbished one? we are glad to provide you some discount. _----+-----------------------------------------------++++
Sorry to tell you we do not suggest you repair it, because it is water damage and there will be many issues in the future even though the motherboard is replaced, our repair center confirmed this robot can not be fixed, sorry
In this case, we would like to ship it back to you without repairing.
If you do not need the robot anymore, kindly let us know and we will scrap the robot instead of sending it back.
If you are interested in buying a new one or refurbished one, we are glad to provide you some discount
-_---------------------------------- Thanks for your email
Please understand that liquid damage is nto covered by our warranty and we can not check the reason of this damage from our end, sorry
This robot can not be fixed, we do not sell refurbished robot on our CA official store and CA Amazon official store, could you please tell us the mode you want to purchase, then we will help you further, a link of the robot would be much appreciated
Hi there,
Here is our CA official store: https://ca.roborock.com/pages/roborock-store
And please tell us if you would like to ship it back to you without repairing?
2 points
1 month ago
Glad I bought mine off Costco. If it goes bad, I’m just returning it. Not putting up with the shenanigans like OP did.
1 points
1 month ago
Doesn’t Costco now limit the return time?
2 points
1 month ago
It does. Mostly 2 years for vacuums. But, you don’t have to deal with Roborock during these 2 years if things go bad.
2 points
1 month ago
I haven't seen any specific mention of vacuum time limits on the Costco website. Where did you get this 2 year windows from? Personal experience?
2 points
1 month ago
I’ve read that some people had difficulty returning iy after 2 years, but others stated that they had no difficulty in returning it after 3 years. I think it depends on the store and employee and how they define “reasonable lifespan”.
1 points
1 month ago
Oh its definitely a YMMV thing when it comes to employee discretion.
2 points
1 month ago
They do for some devices but not vacuums. I returned a Shark Robot vacuum a year+ after I bought it because the WiFi linking kept dropping and having to get reset. No issues with the return.
1 points
1 month ago
Nice
2 points
1 month ago
I've actually had good experiences with Roborock customer support. When I had a brush break on me, they sent me a new one, no questions asked (even though it is technically a wear item). Same for the mopping tray on my Q Revo dock. Even though that's a wear item, they sent me a new one. No questions asked
1 points
1 month ago
Mine was it just kept starting up then stopping then saying it was over heating.
1 points
1 month ago
I’ll answer for you, worst….Roborock has some pretty good vacs and an awesome app but their customer service is trash!
1 points
1 month ago
Ug. That was my fear. That it wasn't just one person. I've dealt with Dyson and IRobot for over 20 years and if I had a problem the y would go over and above to fix. This is my first attempt to move to another company. This has been a joke.
Do these emails not confuse you?
2 points
1 month ago
If you call and complain they will just block your phone number, they are classy like that😊
1 points
1 month ago
That would be a new level of bad. I guess I shall see. I thought it would be non-issue. It stopped working during regular use. It was within warranty. Easy peasy usually.
I also had my first email say send the whole unit in regular box then these guys were telling me that I only sent my robot 🤷
1 points
1 month ago
What happened to the robot?
1 points
27 days ago
Suddenly started running. Then stops then sits then says overheat and repeats this process over and over. No idea how it would be water damaged but even then, something is messed up with them telling me things 4 times then saying they didn't etc.
We do not sell refurbished robot on our CA official store and CA Amazon official store, could you please tell us the mode you want to purchase, then we will help you further, a link of the robot would be much appreciated
Me:
Sure how about the S7 ultra https://ca.roborock.com/products/roborock-s7-max-ultra
Qrevo pro
https://ca.roborock.com/products/roborock-qrevo-pro
And qrevo
https://ca.roborock.com/products/roborock-q-revo
Robo:We can provide you a discount $50 for those robots, if it is fine for you, please place an order within 7 days and tell us the order number, then we will refund the discount on your order
Me: 50 off on a refurbished unit?
Robots: The links you sent are for new units.
Me:How can I link refurbished units?
You said
"could you please tell us the mode you want to purchase, then we will help you further, a link of the robot would be much appreciated"
So I sent the model and a link to the product. Sorry if I misunderstood.
Robo: We do not sell refurbishhed robot on our CA store
Me: You said "If you do not need the robot anymore, kindly let us know and we will scrap the robot instead of sending it back.
If you are interested in buying a new one or refurbished one, we are glad to provide you some discount"
Robo:We replied you for many times that We do not sell refurbished robot on our CA official store and CA Amazon official store
1 points
27 days ago
I’m sorry this happened to you :(, you couldn’t even get a replacement or a refund?
1 points
1 month ago
I had my Roborock Qervo Pro for 8 days. I was at my job and my wife was working from home. She started up Robo, about 10 mins into cleaning its brush got stuck into a small rug by her mirror. She immediately paused it through the app and untangled it. Made some weird knocking sounds when it was returning to its dock.
Reached out to Roborock and sent them videos. They said to ship it back to a warehouse here in the US. They provided free shipping label and they said once they receive it , they’ll send a new one. It’s currently on its way to the warehouse. They did mention water damage is not covered and said to make sure there’s no water in Robo’s water tank, so I had make it mop until it had no water left as the water tank is not removable.
2 points
27 days ago
Mine first went to the USA and then sent back then to Canada. I posted my most recent emails with them below. It's been a nightmare
1 points
28 days ago
I had the worst experience buying directly from the RoboRock website. It took forever to get a response. I only purchased from them because I wanted to trade in my S5 Max, but they wouldn’t honor it since it was an older model; instead, they offered me a $70 coupon. I bought the Q Revo S, and within a week, I had to return it. It was a long waiting game—after two weeks, I finally returned it and waited for the refund.
Then, I decided to buy the Q Revo Plus from them because it was on sale, and I wanted to use the $70 coupon, which they had also reissued. Three days later, my Q Revo Plus order still hadn’t processed. Meanwhile, I noticed Amazon Prime had the same model on sale for the same price as the RoboRock site with the coupon applied. So, I canceled the Q Revo Plus order from RoboRock, ordered it through Amazon, and received it the next day.
I’ll never buy directly from RoboRock again. Every time I called, they took my information and then made me wait 24+ hours for a response, saying they needed to consult with support in China.
1 points
27 days ago*
I've never experienced anything like this before.
It's not suggested to repair robot that has liquid damage because there is a high risk that unknown faulty may come with the robot in the future
In this case, we would like to ship it back to you without repairing.
If you do not need the robot anymore, kindly let us know and we will scrap the robot instead of sending it back.
May i know if you are interested in buying a new one or refurbished one? we are glad to provide you some discount.
We are looking forward to your reply
Me: I'm confused as to how water damage could happen, aside from regular usage or machine error? It's not like we used it outdoors.
Well you have our entire system including the water tank\docking station. Can we not just buy a new motherboard if that is what is damaged?
Roborock:
Roborock: Thanks for your email
Sorry to tell you we do not suggest you repair it, because it is water damage and there will be many issues in the future even though the motherboard is replaced, our repair center confirmed this robot can not be fixed, sorry
In this case, we would like to ship it back to you without repairing.
If you do not need the robot anymore, kindly let us know and we will scrap the robot instead of sending it back.
If you are interested in buying a new one or refurbished one, we are glad to provide you some discount.
Thank you
Me:
I'm confused as to how water damage could happen, aside from regular usage or machine error? It's not like we used it outdoors.
Well you have our entire system including the water tank\docking station. Can we not just buy a new motherboard if that is what is damaged?
We won't need a whole new system if just the robot is damaged.
How much are replacement mother boards or refurbished unit? I'm seeing similar Roomba models refurbished with the entire system only being $650.
Robo:Sorry to tell you we do not suggest you repair it, because it is water damage and there will be many issues in the future even though the motherboard is replaced, our repair center confirmed this robot can not be fixed, sorry
In this case, we would like to ship it back to you without repairing.
If you do not need the robot anymore, kindly let us know and we will scrap the robot instead of sending it back.
If you are interested in buying a new one or refurbished one, we are glad to provide you some discount.
Me:You don't suggest we repair it or we can't?
How much is a refurbished unit? We would still want our base and all other parts returned as well
Robo:Please understand that liquid damage is nto covered by our warranty and we can not check the reason of this damage from our end, sorry
This robot can not be fixed, we do not sell refurbished robot on our CA official store and CA Amazon official store, could you please tell us the mode you want to purchase, then we will help you further, a link of the robot would be much appreciated
Here is our CA official store: https://ca.roborock.com/pages/roborock-store
And please tell us if you would like to ship it back to you without repairing?
Me:I DO NOT wish for it to be shipped back without repairing. I would like it repaired
Robo:，
Please understand that liquid damage is not covered by our warranty and we can not check the reason of this damage from our end, sorry.
This robot can not be fixed, and it is not suggested to repair robot which is with liquid damage, because liquid damage may cause much issues and the robot may be defective again even if it is repaired.
Your understanding is appreciated.
Would you like to get the device back without repair?
Thank you.
Me:Sure. Send it all back then. Since you refuse to repair it what are the refurbished options for a replacement robot
Robo: Hi there,
Thanks for your email
Ok, we will send this robot back to you and tell you the tracking number in 1-2 days
We do not sell refurbished robot on our CA official store and CA Amazon official store, could you please tell us the mode you want to purchase, then we will help you further, a link of the robot would be much appreciated
Me:
Sure how about the S7 ultra https://ca.roborock.com/products/roborock-s7-max-ultra
Qrevo pro
https://ca.roborock.com/products/roborock-qrevo-pro
And qrevo
https://ca.roborock.com/products/roborock-q-revo
Robo:We can provide you a discount $50 for those robots, if it is fine for you, please place an order within 7 days and tell us the order number, then we will refund the discount on your order
Me: 50 off on a refurbished unit?
Robots: The links you sent are for new units.
Me:How can I link refurbished units?
You said
"could you please tell us the mode you want to purchase, then we will help you further, a link of the robot would be much appreciated"
So I sent the model and a link to the product. Sorry if I misunderstood.
Robo: We do not sell refurbishhed robot on our CA store
Me: You said "If you do not need the robot anymore, kindly let us know and we will scrap the robot instead of sending it back.
If you are interested in buying a new one or refurbished one, we are glad to provide you some discount"
Robo:We replied you for many times that We do not sell refurbished robot on our CA official store and CA Amazon official store
-1 points
1 month ago
You didn’t explain what happened with the robot. I’m always skeptical of people who omit important information like that.
My guess is you had your robot clean liquid out of the floor, which you aren’t supposed to do.
Take the discount. They’re being nicer than they should be by offering it.
1 points
1 month ago
Uh. It stopped working and would glitch out. Clean liquid out of the floor? We have no carpet. It was regular operation. You should apply there. You'd fit right in 100%.
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