iRobot Corporation

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 The company stated that they would be refunding my money for the defective Scooba I have returned the Scooba to iRobot as they requested However, to date, I have not received the refund So, as of this date, this matter is not resolved It will be resolved when I receive the refund from iRobot Thank you, [redacted]

Dear [redacted] , We apologize for the loss of the boxWe personally called the store where you purchased it and they assured us that there would be no issue with returning the robot without the original box Since the robot was not purchased from us we would not have any way to refund your purchase priceIn order to proceed with this type of payment we require the paperwork to signed We test our robots on a large variety of flooring surfaces but before using any cleaning product on a flooring material the care instructions for the material should be consultedIf you decide that you would like to proceed with the offered refund please reach back out to our Executive Escalations lead Lauren Kind Regards,iRobot Customer Care

We have reached out to the customer directly from the corporate level and agreed on a resolution This has been resolved directly with the customerKind Regards,iRobot Customer Care

To Whom It May Concern,We have some concerns regarding this situation The robot Mr [redacted] indicated the serial number for his Scooba is [redacted] , the customer when provided a photo of the serial number what was shown was [redacted] , which is registered to a different account.We have offered to have a shipping label sent for the customer to return the robot to our corporate facility to have our people examine the Scooba, but the customer has refused stating it would be inconvenient for him to obtain a box or to get it to ***.Given the situation, unless we recieve the robot back to our Corporate Office using a shipping label we would provide, we will be unable to move forward on this matter.Thank you, [redacted] **iRobot Customer Support?

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] ***

We have reviewed the information and an order was processed on 1/08/for a new product to be sent to the customerAs well as having [redacted] pickup the old itemWe consider this matter resolved but the corporate office will be reaching out to the customerRegards, [redacted] iRobot Corporation

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] I have changed your recommended firewall settings as you have recommended I am still not able to connect to the Roomba as you stated in your response, quote "via cellular orWi-Fi." I am still unable to connect to my Roomba unless I am at home on my Wi-FiAfter complaints about your advertisement claiming clean "anywhere anytime" I would like a response to your advertisements misleading the "average consumer." 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] 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 # ***
Regards,
*** *** I have not been contacted by this company about this matter other then the initial *** in my emailShe does not seem to be handling the matter at all and not giving any other option but to further proceed this matter as needed to get the remedy requiredIt seems the company is ignoring the seriousness of this matterI have requested her to forward this concern which has went ignored and she repeats the same info that I have already strongly advised is incorrect or hog wash excuses

To Whom It May Concern, We have contacted Ms*** concerning the *** *** she has. There seems to have been a problem which developed in the *** *** for this robot. Originally it was thought the problem was in the *** *** chassis she purchased to replace her
previous robot. The *** *** was the same *** *** she had from her original purchase, which was no longer covered by the warranty. We have agreed to send her a *** *** and for her to return the *** we have replaced when it was thought the problem was in the ***. Ms*** indicated she would return that robot when the robot is up and running. A shipping label has been sent to Ms*** to facilitate this return. Below is the email which has been sent to Ms*** sent a few minutes after we ended our conversation. Please let me know if there are any questions. *** ***iRobot Technical Support###-###-#### Dear *** *:Thank you for contacting iRobot Customer Support regarding the iRobot *** ***.We will send a *** *** to you, it should arrive in the next to business days. We are sending a shipping label for the return of the Roomba *** which has been sent to you. A prepaid return label has been issued through *** to your email address. The Email will be sent directly from ***, not from iRobotYou should receive this label within 24-hoursIf you have not received the prepaid return label, please check your spam folders ("Deleted" or "Junk Email") or contact usOnce received, please print the shipping label immediately, as it will expire within days of the issue date. When you receive the shipping label, please attach it to the outside of your box, and take your package, as instructed, to the nearest *** location. Thank you, *** **iRobot Customer Support

We offered to refund the customer their purchase price, since the product was not purchased from us directly we would not be able to provide a refund without the customer signing the necessary paperwork. We also spoke with the retailer where the customer purchased the robot and they were willing to take the product back without the boxWith regards to the claimed damage, the flooring manufacturer had specific care requirements that were not met by our productWe would not provide any compensation for use outside of the recommended use supplied by the flooring manufacturer. Kind Regards,iRobot Customer Care

To Whom It May Concern, We had spoken with *** *** concerning this matter earlier this year. We asked the customer to send us the Roomba for our engineers to examine, which was completed in FebruaryWe then followed up with Ms*** upon completion of this examination. It was
determined that the buiof debris in the Front Caster Assembly prevented the robot from operating properly, resulting in the damage to her flooring. In our manual, we show customers how to maintain the Front Caster Assembly. In this section, we do warn customers specifically about this scenario. In the maintenance section, on page of the manual, we caution “Front Wheels clogged with debris may result in floor damage.” We have attached a photo of the Front Caster Assembly from *** ***’s robot, taken when our engineers examined it. In the photo, there is a rather substantial buiof debris which has prevented the wheel from turning as it should. The buiof material is the gray lint-like material, mixed with a fiberous material, possibly hair. The way the person is holding the wheel is how it would be sitting in the Roomba, with the black and white wheel touching the floor. As you can see from the photo, there is a line showing wear in the middle of the wheel. This is caused by the wheel being unable to turn freely. In our initial discussion on January 8, with Ms***, she indicated there was resistance when she turned the Front Wheel, then said there was little or no resistance. Given the amount of debris which did build in the Front Caster Assembly, the Front Wheel could not turn consistentlyThis resulted in the wear on the wheel, and damage to her floor. We do encourage customers to clean the Front Castor Assembly at least once a week, this is on page of the manual. We also caution our customers to avoid these situations by maintaining the robot. Again, we recommend that customers clean the Front Caster Assembly once a week to keep the Roomba running at peak performance, and we advise customers that Front Wheels clogged with debris may result in floor damage (pg 29, next to the instructions showing how to maintain the Front Caster Assembly). We are disappointed that the customer had this experience. However, we are unable to lend assistance in the repair of her flooring as we specifically warn customers this can happen if the Front Caster Assembly becomes clogged with debris. We have offered Ms*** a refund on the Roomba, providing she is in agreement with the terms of a Release we sent to her, but this offer was declined.Please let us know if we can offer any additional information on the matter.Thank you, *** ***iRobot Technical Support

Dear iRobot Customer, Your concerns have been escalated to the corporate level and a currently being reviewedSomeone will reach out to you shortly to provide a full resolution to these concerns. Kind Regards,iRobot Customer Care

Dear iRobot Customer, Your concerns have been escalated to our corporate officesWe have instructed the agent you were working with to place an order for a new batteryIf this battery does not resolve the issue there are no other repair options we can offer for robot of this age since we have
not manufactured this model for over yearsIf you decide on replacement please give us a call and provide your reference number *** and we would be happy to offer a discount on a newer robot. Kind Regards,iRobot Customer Care

This issue was resolved on 12/15/The customer was shipped a replacement product at no costProduct is out for delivery today

We have investigated this at the corporate level and our records show that an order is currently processing for a replacement robotWe will reach out to the customer once the new robot has shipped and tracking is available

Revdex.com:
I have two Scooba which is why I provided serial numbersI am still looking for a replacement sent to me first, then I will send my unit back to you.
Regards,
*** **

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 # ***Please add your rejection comments below. I guess if that's how you want to treat your customers, that is your business choiceI have sent the pictures multiple times and for some reason your system did not allow the picturesI have asked to no longer receive your promotional emailsI will no longer purchase or recommend your defective products with way below subpar customer care with shady business practicesDon't replace it and that shows that you will not stand behind your productsThis is a lose lose situation, you lose my faith in you as a business and I'm out my money I paid
Regards,
* *

Dear iRobot Customer,We have reviewed the interaction here at the corporate level and provided guidance to our agent who was already working with ***A voicemail was left earlier today with follow up instructions. This should lead to a satisfactory resolution. Kind
Regards,iRobot Customer Care