Ecovacs

We bought and ecovacs OZMO 920 last December, and it worked 5 months. We contacted ECOVACS since it is in their warranty period. They asked us to return and we shipped it back. They reported that they are in the process of sending a replacement back, that was June 9. Since then we have been contacting them when would they ship a new replacement. They keep on telling us that they are in the process of packing and shipping it. It's been a month and they still haven't sent us a shipping or tacking number. they keep on telling us that they are in the process of replacing it. This is too much. We want our full money back so we can buy another vacuum with a different brand. They keep on giving us a request ticket (***) for reference, and they would give us the same answers "it's in the warehouse", "we're in the process of shipping and packing"

I purchased an Evovac OZMO 930 in December 2019 from Best Buy. It worked fine for a couple of months, then started having issues with suction and ended up losing it's mapping ability and started traveling random patterns. In April 2020, I decided enough was enough so I contacted Evovacs customer service. They were pretty responsive and in late May, they sent me a pre-paid label to return the machine and they would send me a new one. The new one came, worked well for about two weeks but totally lost all suction power and again, lost mapping ability and was traveling random patterns. In mid-June, they sent me a label to return it for exchange. I received the third unit a couple of days ago and just opened it - only to find the same exact machine I had just sent back! I noticed that the address where they had me send the first machine was not the same address they had me send the second machine to; and neither of those addresses match the address in this data base.

Both times, they had me send videos of what the machine was doing but would never tell me what they thought was wrong. I want my money back, but neither Evovacs or Best Buy will facilitate that.

I got an Ecovac Deebot in 2018, which then stopped holding the charge after 6 months. I then contacted your support team, which walked me through many troubleshooting steps, which none worked. I then sent the faulty unit back, then received a new one in July of 2019. Then in May 2020, the new unit I was sent, started to not hold the charge, like the original unit bought in 2018. I contacted your support team, which asked me to run the troubleshooting steps, but none worked. I then asked for a refund, as I was sent this faulty unit, by Ecovac directly, so this isnt my faulty. I then received a reply, from *** on 6/12/20, letting me know that replacement units sent to customers, only have a 3 months warranty. I am extremely dissatisfied with this product, due to all issues. I am also not willing to trust this product/company, ever again. When the vacuum worked, all was fine, but then all went down hill once the charging issues came along. I would like to get a refund.

I bought 3 of the same vacuum for Christmas gifts and one for myself. The one I had kept failed after a few months about 7 to be exact. I contacted customer service explained the issue and they replaced the vacuum. I got a replacement and again this vacuum failed this time 11 months later. I spoke to the customer service and they stated the 1 year warranty from the first vacuum is all the replacement would have. I requested to have a supervisor call me to discuss this instead the supervisor emailed me explaining they will not replace it and unfortunately I can purchase parts. I would not recommend purchasing there products as they do not even stand behind them when they fail. 2 vacuums with a year and a half set to clean once a day and neither one even lasted a year. I work hard for my money and to spend $200 on a vacuum to help ease some stress of home cleaning is not easy.

(Ecovacs Case # 297158) I have purchased 4 Ecovacs DEEBOT 900s from this company. 1 was replaced thru Warranty. They do not warranty their replacements FYI. Each of these vacuums were $300+ and every single one of them broke down and stopped working. I dont believe any consumer would pay upwards of $300 for a vacuum only for it to break within a year. Every single one of mine broke (through proper use and not abuse). Warranty is only 1 year and replacement is not warrantied. They should issue a RECALL on their products if they all stop mapping, or stop working in the middle of a cleaning session, unable to find a dock. Or stop working all together!!! What a sham of a company.

I bought a Deebot 600 in June 2018. I haven't used intensevely, just once a week. Soon after the guarantee expired, in Dec 2019, the device gave an error message and stop working.
I tried to call customer service, but after hours on the phone and no reply, gave up.
Contacted technical service through email. Answers were: turn it on and off and check. I did all they told me, still not working.
So the final answer was: "We are really sorry, because we do not offer either technical support nor spare parts for that model. But we suggest you keep the device, just in case we can in the future offer some assistance"
THEY JUST SOLD ME EXPENSIVE ELECTRONIC TRASH. I have to dispose now of useless batteries, electronic components, etc. THAT IS THE WORST CORPORATE RESPONSIBILITY I HAVE SEEN IN YEARS. I WILL NEVER BUY AGAIN FROM THIS PEOPLE

I bought a Deebot76s from Amazon from this company. I had one replaced within two months because the left motor brush was making a terrible racket. I owned it for 2.5 months when this happened. No problem, Amazon took care of it. The next one failed last week (May-November 2019). I cleaned everything well; took apart all of the pieces and cleaned it nearly as new. I had already replaced filters and all was clean. The unit would run and quit. I took time to watch it and I noticed several quirks. 1. When it ran, the brush may or may not spin. 2. If it hit any type of carpeting, the beater brush would stop and minutes later everything stopped. 3. It never did this before. I concluded that the main beater brush was shot.
When I called the warranty center, they asked me all the scripted questions, multiple times. I would tell them and they would continue to say the same answers. It was so rude; my words were not heard and no matter how much I shared my knowledge bank,they just would not listen.
I am a women who has some background knowledge in repairing electronics as well as various appliances. I have pulled apart dryers and repaired bearings. I have repaired hot water tanks, toilets, and more. So, when I give information, it is not just from a vague lack of knowledge world. There was a language barrier and that made it extremely difficult to communicate effectively. The script needs to go and they need people who can actively listen. I really wanted this product to work. I am writing this because I work hard for my money. This company charges anywhere from $130 to $300 for these basic robot vacuums. Their warranty should not cause someone to be a problem finder. If a product doesn’t work and no extreme issues are caused, then they should honor their warranty. Based on my experience, I would not buy product from this company. Hope this helps someone out there save a few bucks.

I bought Deebot M88 from them, after 10 months of light use it started going backwards all the time!
After contacting the company I was told to give info on purchase to them, which was registered.right after buying.
.After several days they refused to replace because of buying it on EBAY! It was brand new in original box along with one year warranted!

So I'm out $250.00 with a junky robot vacuum that won't work!!!

They should be fined!

Horrible customer service, my vacuum failed and they wouldn’t take it back because I didn’t have the receipt even though the actual Manufactured Date on the label showed it was produced within the warranty window so I couldn’t have purchased it beforehand.

I have had an ongoing issue with their product for a few months now, they exchanged the first product for me and I am having even worse issues with the replacement product. I was emailing back and forth with them and then all communication stopped on there end. I have called many times and only got ahold of someone once and haven't heard back from them since. I also have received an email from that about my case saying that since they haven't heard from me they are going to close my case. I emailed back on that same email, no reply from them.

The machine that we originally bought in November 2017 was an M88, which had a “Best Buy” rating by Consumer Reports and a second highest overall score. However, after it had a catastrophic failure of its “drop sensor” and ran off our stairs it was replaced in January 2018, with an R95 (unrated by CR). The R95 failed in April 2018 and was replaced with second R95. This second R95 failed in July 2019, after only a little over a year of service. Communications with Ecovac Customer Service resulted in no satisfaction. There final response was, "We regret to inform you that after reviewing the information provided, your warranty claim has been denied under the terms of our limited manufacturer’s warranty and we will not be able to provide you with a replacement product. The one year warranty does not extend to replacement units. We apologize for any inconvenience caused and thank you for choosing Ecovacs Robotics."
I think this speaks very poorly to Ecovacs concern for customer service. As I said in my final email to Ecovacs in response to their denial of coverage, "We expected that a machine that cost $370 would last longer and perform more satisfactorily." It is indeed sad.

Ecovacs Deebot 901 Robotic Vacuum purchased from Groupon on 9/14/19, delivered 9/18/19. It did not work right out of the box, I contacted support via their app and they walked me thru the setup which failed, then they told me that engineering was having a problem with my particular phone (Pixel 3a XL), so unable to return the Vac per Groupon policy, I decided to buy an Iphone hoping that would make the vacuum workable, but after trying the app on the Iphone it gave me the same error message. I also tried it on a total of 4 phones all giving the same error message. I emailed my receipt of purchase, their Warranty that went along with it and asked them to please honor their warranty. Here is there reponse: "Hi *** We sincerely understand your sentiments and we have already raised this to our headquarter. Unfortunately, we can not process the warranty to seek your options. Hope you understand. Best, *** ECOVACS Robotics" So they refused to honor the warranty, only after 10 days, I really feel like I have been exploited. Now I have vacuum and an Iphone that are of no use to me

I purchased a deebot from *** stores in Saginaw Michigan a few months ago. I purchased it strictly to use with my Google home and automate it. Everything worked good till about 2 weeks ago when the device started going on its own at weird times. I find out the app is not working any longer. After the last update it went incompatible with my device I believe. I have called and emailed and played their games. I am super upset with the service. They are no help at all. I misplaced my receipt but have the box and can probably find the credit card I used to purchase it. I know when electronics are purchased these days the serial number are also scanned. The product was registered also online.

We purchased the Deebot R98 in April 2018. It started running weird and not charging in August 2019. I contacted customer support who had me try to troubleshoot only to tell me that it wasn’t under warranty. We decided to take a look at it ourselves since it was otherwise garbage and we found that the part of the battery connector that connects to the base had melted!!!! This is a fire hazard! This was charging just outside of my child’s bedroom!

I purchased an Ecovacs N79 on January 23, 2018. In May of 2019, it began acting up and I was able to correct the issue. By this summer, I could not and so I contact customer service. The agent had be disconnect the battery for 30 minutes and then reinstall it. He told me that if this did not correct the issue to call back. When I called back, I was informed by the agent that because I had not purchased an extended warranty, I was out of luck because there was no place to get this item repaired. Personally, I'm glad that I never purchased the additional warrant as it would have been more money out of pocket and once the item died after that period, I would be in the same position, i.e., no place to get it repaired. Now I am out $229.98 (from Amazon where I purchased it) and still have to go an by another robot vacuum. I had an IRobot for over 8 years and never had this issue. Rest assured that I will purchase one of those again. Additionally, I persuaded my cousin to purchase an Ecovac in June (right before mine died) and she will be returning hers instead of buying an additional warranty; and she's already told her friends to stay away from Ecovacs. What made me even more angry is that your agent, who had already advised me there was no place to get it repairs and so I was out of luck, said he didn't care if I posted negative comments on Amazon, Costco, Google, etc.

I contacted customer service in October 2018. Nearly a whole year ago.

I told them about my problem that I was having with my ecovacs m81pro. I was asked to provide proof of payment etc and a replacement would be sent out ASAP. After a few days it transpired that instead of London UK the replacement was going to London Canada.

I was then directed towards a third party company here in the UK who would carry out a repair instead of a replacement. After numerous different emails and having said they was organising a pick up failed to carry out a service.

I have spent the last 10 months sending emails to the company to which I've received no response. I have also tried to contact ecovacs via twitter who says to email the customer service email. They always direct me towards the company here in the UK and I recieve no reply from them.

ecovac 930 ($ over 600) cannot map my house right, sometimes it keep cleaning same place over, and when the mopping reservoir attached, which has no water, it won't clean the carpet. it said the reservoir must be attach all time. so I called so many time customer service, and they all gave me different answers . so I decided to make an appointment 7/8/19 130-145 pm with specialized from ecovac his name is Brain S. he never called back. so I called customer service, she tole me he is very busy man , so he is not available now. OMG, than why they provide service to make an appointment through on line. that waste my time with them. I don't recommend this product. customer service is awful no one knows what they are doing, and false advertising for customer service.

We received an Ecovacs Deebot M88 as a Christmas gift December 2018 . It is now June and the machine has already stopped working in less than 6 months . I contacted customer service via email and was given the typical scripted responses and was advised that model is not available anymore but we would be upgraded . However here in lies the problem they want proof of purchase. We did not buy the item it was a gift . The receipt is no longer available since this was a gift and it's been 6 months but I was able to obtain the packing list which shows all pertinent information. It has the model the UPC codes dates company it was purchased through it even has the Ecovacs logo, address etc.... This is not an acceptable form of proof to them . In other words they do not stand by their warranty and make it very difficult for anyone to apply that warranty. From what I'm reading looks like the replacement would have been a refurbished piece of junk instead of a new machine anyway . To top it all off they told us they would replace it if we pay to send the broken machine back . That is now how a warranty works !! BUYER BEWARE!! We will not be paying to send this back !

I Purchased an eco-vac M 88 robotic vacuum in March 2018. I returned it under warranty in early May, and the company replaced it. Now that it is 12 months old and days/weeks for the end of warrantee the vacuum has stopped functioning. I have contacted the company and I’ve had no luck resolving this issue. All I want is them to fix the $380 vacuum that I purchased and it only worked for 12 months

At first I was disappointed that the vacuum failed after just over a year. But their support team sent me a replacement - even though I was technically out of warranty. I did have to ask a lot...... but persistance worked