iRobot Corporation

I’ve had an error 47 issue with my roomba and contacted customer service to figure out how to fix it. Customer service replied stating to “reboot it” and if that did not work that there is no way to repair it and to send the information of the serial number,address,etc. The warranty apparently starts the day it is made and not the day you bought it so In response I was just given a link and told that I can buy a new one there. The vacuum was 400 plus dollars you think they’d be a little more helpful on cooperating on finding a solution to a defective product. I have no problem sending it in just do not appreciate being given a link to go buy another one.

I took advantage of the iRobot trade-in program to send in our model 600 for a $50 voucher towards the purchase of a new one.
I shipped the old unit to them in the packaging they sent me, and they received it on Oct 7, 2021.
It's been 16 days and I STILL do not have a voucher that they promised to send !
I tried calling their customer service dept (sub-contracted to somewhere in the Philippines) and they were totally useless to help !
I even sent the President of the company an email requesting his help. So far have not even had the courtesy of a reply !
They need to get their act together and start providing real customer service to resolve customer issues !
All I want is what they promised.

To whom it might concern, my name is P. Thomas and I want to express my disappointment and dissatisfaction for the kind of service received by your company in regard to the issues I had with your S9 + product.

Let me start by explaining that I’ve purchased this unit (most expensive one you have) + the mopping robot back in November 2020.

I was never able to use the product due to an internal communication error (error 31) I keep getting every single time I’ve tried to use it.
I’ve been instructed to reset the unit, to reboot the unit, to remove the battery and reinstall it, etc etc. all to end up, in January 2021 to issue a replacement of the unit by a customer service “specialist” . I’ve been informed in January that there was a delay of 3 to 4 weeks for my replacement to be shipped, I called again 2 weeks after you issue a replacement order (January 20th 2021) to place the order (thinking that having almost 2 weeks gone by, the waiting time will be less) after the order was placed, I received 1 email per day as a “back order reminder” after 2 more weeks I called again, to see the status, and someone told me that the waiting time will be 3 to 4 weeks again, having waited for over 5 weeks already I explained my disappointment and requested some solution. The only solution I was offered was to keep waiting. Very upset at the time, I decided to give your company some more time, on 2/17 I decided to call again and inquire about the status, a very friendly representative ( Beverly L. ) apologized in every possible way about the issue, and brought the good news ! that on February the 15th 2021 the S9 replacements started to be shipped, and assured to me that by Friday the 19th or Monday the 22nd the latest I will receive my replacement unit (that never happened) I even received a UPS return label to return my defective unit when I received the new one, she even sent me and email with an apology and the information about the replacements started to be shipped on the 15th. (I’m copying the email received on 2/17) she also included on her email A $50 iRobot.com voucher, as an additional token of appreciation. (I’m still laughing...)
With the promo code TESTPROMO. (by the way, the code is INVALID)

On February the 23rd I’ve contacted your support line and, a not that friendly representative (unfortunately I didn’t catch her name) , said that I’ll have to wait another 3 to 4 weeks, since there was a delay in testing the units to make sure every single one worked perfectly before sending them out. (Another lie)

I’ve explained to this person, that I was being relocated overseas for at least 6 months and that I was about to travel on Friday February the 26th, and for that reason I will need the robot to be shipped overseas, since I won’t be able to receive the unit in the US. I was told that it was not possible for company policy, then, since I had no other option, I’ve requested my money back, and I was told that was not possible either, and this representative told me that the only option I would have will be to either request a refund from Best Buy (where I’ve purchased the product over 4 months ago, and whose return policy on this items was 14 days from the date of the purchase) or wait 6 months when l returned to the US and request a replacement then. And all of the sudden I was “disconnected”.

Now that I’ve explained what I’ve gone through with your customer support department, let me tell you my feelings.

I’ve been a loyal customer, owning to this date 5 of your products.

I was lied to, misinformed to and mistreated by your company.

I feel I have been robbed over USD $ 1300 for a useless piece of equipment sold by your company as the best product ever.

I’ve even chose your brand over several others on the market that were much cheaper and had excellent reviews.

You didn’t honored your warranty contract with your customers and for that you should be penalized.

I’m writing this email on a plane moving overseas for the next 6 months and at this point I can’t even receive your replacement piece of crap robot for what I’ve paid for, and let me emphasize, a lot of money.

I can only hope for your company to go out of business, I’m sure, whoever started your company, had other ideals in mind, robbing people out selling faulty products and not even care about them doesn’t seem to be the way to go.

The email I’ve received a few day ago apologizing and promising a shipping sometime in March/April means nothing.
I consider it an insult, after purchasing a product in November 2020 and being promised for a replacement sometime in March/April 2021 almost 5 months after purchasing it.

At this point I demand a full reimbursement of my money. Please make the proper arrangements to make that happen ASAP.

Hopefully this email will reach someone who cares, someone whose ideals are not based on lies to make some extra money for a company that builded up a reputation, and lost it in a heartbeat.
Hopefully many customers realize the kind of company iRobot really is.

Dear iRobot Customer, One of our escalation specialists from our corporate offices reached out to the customer and we have agreed to a resolution with the customer Kind Regards, [redacted] **iRobot Corporation

Dear iRobot Customer,A refund is currently being processed and an agent will be reaching out to you soon to provide the detailsKind Regards,iRobot Customer Care

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The business has responded as it indicated I do now have a functioning robot Our process, however, is not complete so I would like to keep the complaint open I don’t have shipping labels as promised and I don’t know which of the many pieces of malfunctioning hardware irobot wants back We need to work all of these details out So until this is completely done, I would like to keep this openRegards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I have told the customer service about the potential bug in the customer/product registration softwareNo proper response Regards, [redacted] ***

The warranty complaint has been resolvedWith regards to the location being incorrect we have left the customer multiple messages and received no reply to those attempts for contact

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Someone from iRobot left a message for meBut when I returned his call, I got his voicemail So far, I have not talked to this employee in person, nor did he indicate what iRobot's response to my complaint is So, at this point in time, this matter has not been settled, as nothing has been done Regards, [redacted]

I received the amount disputedI wish to thank the Revdex.com for their assistance Regards, [redacted]

Good morningUnfortunately, iRobot has experienced some challenges with the auto registration feature on our websiteWe are diligently working to correct the issue and reduce the impact to our customersWe apologize for any inconvenience you have experiencedOne of our agents will contact you directly to help resolve the issue and concernThank you for your patience and your support

We have reached out to the customer and are reshipping the productWe consider this matter resolved

Dear Mr [redacted] My name is [redacted] and I am replying to this message from the corporate office of irobotI have read your complaint and the record of your interaction with our customer care teamI extend my apologies for any misunderstanding and/or miscommunicationWorking with our customers individually to meet their needs is our priorityOne of our corporate team specialists will call you to resolve the issuePlease accept our apologies for any inconvenience

Dear [redacted] ,As stated earlier we have supplied the parts that you had requested for resolutionThese parts were requested on the 6th of December at this time the agent you had been speaking with brought this matter to the attention of our corporate escalation team for approvalOn the 9th this request was approved and the parts order with expedited shipping was placed

We have reached out to the customer directly via email on ticket [redacted] and have not received a reply from the customerIf the customer does reach out to us we will work with them towards a resolutionKind Regards, [redacted] *.iRobot Corporation

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] **

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I do not consider the response from the business to be satisfactory because it's only a response from the Technical Customer Support who once again attached the photos of the corroded motherboard (we had seen those and they did not provide an explanation of Roomba's mysteriously getting corroded)What I need is a response from the management and/or design team as to why the product got corroded in the first placeLike I've mentioned, I have never found it in situations which would indicate that it could have got wet, and the Technical Support consultant did not make any effort to explain what could have caused the corrosionI am aware of the fact that Roomba owners are advised to keep it away from water, but we have also mentioned to the Technical Support that we have laminate flooring in the whole apartment and Roomba never works in bathroomsWe do own two pets (a dog and a cat) who shed a lot which is why we bought the product in the first placeWhat we would like is an explanation from the business if it's possible that their product's motherboard got corroded due to sucking in a few drops of water around our pets' drinking bowl (and/or accidentally hitting this bowl)If that could be the case, we find it unacceptable that a product like this should be on the market for pet ownersHas it even been tested in a real home with pets?Please, escalate this issue correspondinglyWe do not find it acceptable to have to deal with the Technical Support departmentTheirs is purely a technical perspective whereas we need somebody with a broader oneTo sum up, we want an explanation of why we should pay for a reparation for something that looks like a design flaw Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] The business did refund my money I received their check I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Page describes what the Home Base does Please see attached photos.And yes I did ask for various items to close the matter but as per usual, the request went nowhere Hence this complaint Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]

To Whom It May Concern, We have processed the refund for the purchase and Mr [redacted] should see that in his credit card records any day.Thank you, [redacted]