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 # ***Please add your rejection comments below.
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 # ***
The product box does NOT specify anywhere the specifications of GHzWhy would the average consumer access the *** or the FAQ without purchasing the product firstNor does the box specify anywhere that the product can only be controlled from Wi-Fi. The box says "clean from anywhere anytime" which leads consumers to believe that it will work from mobile one data, it does not state only controlled through Wi-FiThis statement was a selling feature to me thinking that I would be able to control my Roomba from my phone anywhere anytime This is clearly advertising, which was one of my complaints, that the company totally ignored this fact I have pointed out and been fooled with the advertising of this productAlso I have tried accessing my Roomba from many local establishments such as ***, *** *** none of which have the specific that the Roomba requires for me to control it
Regards,
*** ***

The problem was caused by the fact that the manual is not written clearly so that the company should be responsible for the damageOn page 29, the instruction was provided for cleaning the front wheel when it is "restricted"It does not define what "being restricted" meansIn fact, my machine was able to turn around and move around the house when making the damages without any indication that anything is "restricted"On page 28, it suggests users clean the front wheel once a week for "peak performance", but it never mentions that floor will be damaged if users do not clean the front wheel once a weekThe company made an offer to give me refund, but under the condition that I have to sign a document to give up all my legal rights on this issue in the future
Regards,
*** ***

This matter has been escalated to our corporate headquartersWe will be reaching out to the customer directly to explain the cause for confusion

I do not want the items, I am appalled that I had to resort to a Revdex.com complaint to get iRobot to respond. This item is under warranty, you can either exchange it with another model or refund what I paid for it. 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,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:I was unable to copy or open the link provided, but I feel that it is important to note that I did familiarize myself with the user manual and saw nothing regarding black rugs. The company contacted me directly and offered me another product that was comparable to the refund amount I requested.
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

This matter has been brought to the attention of our corporate officeWe will be reaching out to the customer directly*** ***iRobot Corporation

He have reviewed this customer's interactions with our customer service and will be following up directly with the customer from the corporate officesThe customer was experiencing a charging error that can occur when a battery reaches the end of its usable life, this lifetime depends on usage
Batteries are consumable parts that eventually need to be replaced in any electronicsWe design our products to be easily serviceable by the customer to ensure that they are able to repair items easily themselves with the use of common household tools.This customer replaced the battery with a third party battery from an unauthorized and this battery did not resolve the errorThe customer purchased a new battery at a 25% discount and free shipping. Kind Regards,*** *.iRobot Corporation

I gave the representative one day to resolve this outstanding issue or I would file a Revdex.com complaint. She did not return my call in a timely manner, thus 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 # ***
Regards,
*** ***

Dear iRobot Customer, The concerns raised in this complaint have been escalated to our corporate officesOur Executive Escalations Lead is in contact with the customer. Kind Regards,iRobot Customer Care

To Whom It May Concern, We have contacted Mr*** concerning his Scooba 450. The Scooba was purchased through a company called ***. This company is not one of our authorized retailers. Our warranty is only in place if the robot is purchased through an authorized
retailer. The following link has FAQs about our warrant as well as a file attachment to the warranty itself.http://homesupport.irobot.com/app/answers/detail/a_id/3096/~/irobot-limit...⇄ have spoken to the customer about this and, as an exception, have offered for the robot to be sent to our *** Location for it to be inspected and repaired.The customer has indicated they will speak to the retailer, *** about the matter. Below is the email exchange reflecting what is stated above:Customer CSS Email 09/22/03:PM EDT*** ***, I'll talk to *** about it and contact you back.On Tue, Sep 22, 2015, 2:PM iRobot Customer Care wrote:Response Email 09/22/02:PM EDT*** ***, Dear ***, We understand your frustration with this situation and we have a solutionUnfortunately, the only option is to send your robot to our headquarters and have our engineers look at itIf the issue can be resolved we will fix it and send it back to youIf the issue cannot be resolved we will send you a service robot as a one time appeasementWe can issue you a prepaid shipping label to have it sent to our headquarters so there would be no charge to youWe cannot send a battery or do overnight shippingPlease let us know how you'd like to proceed. Sincerely,*** ***iRobot Customer Care Tier IIWe have offered what the customer has requested in his complaint, to have it repaired or replaced. At this point we are waiting for the customer to respond after he checks in with the retailer ***.Please let me know if we can answer any additional questions.Thank you, *** ***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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
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 # ***. The response provided is not a resolution, but rather a suggestion to wait Therefore since you require a response within Days, the current response is not a resolution.
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.
We have reviewed the response from the business and various speculations as to what might have caused the corrosionHowever, these are the reasons why we have no intention of paying for the reparation of the product:1) The technical support engineer states the following: “The Roomba is not sealed, the reason we caution against the use of the product in areas where there may be liquid.”So the product is specifically targeted at pet owners, and yet it’s NOT SEALED! From our point of view, this is either a negligent design flaw or deliberately selling a raw low-quality product to milk the marketAt the purchasing stage, the sales materials don’t warn you against buying the product unless you can guarantee a hundred percent dry homeTo sell you the product, the sales materials make it look like it’s going to be a complete equivalent of your vacuum cleaner except it will do the job automatically. You are never being warned that you would need to take such huge pains to prepare your house for Roomba to do its cleaning jobHad we known that the preparation task to ensure that the floor in the whole house is hundred percent dry and there is not a single loose object, we would never have bought this productIt simply doesn’t make sense since this preparation would take us longer than manually vacuuming the whole house2) The warnings about Roomba’s potential contact with liquid are very AMBIGUOUS“Caution against” and “there may be liquid” are not as specific as a huge notice on all the sales materials “DO NOT BUY THIS PRODUCT UNLESS YOU CAN GUARANTEE A HUNDRED PERCENT DRY HOME!”When the product is being sold to you, the focus is entirely on what it CAN do as opposed to what it CAN’T, whereas for pet owners this might be the most important piece of informationLike I’ve said, had we known that Roomba couldn’t handle occasional spills from our pets’ paws, fur and/or their drinking bowls or drops of water around the plant pots, we would never have considered buying it AT ALL! The user manual you receive with the product is just as AMBIGUOUS on the subject of liquids and wet surfaces as the above comment by the technical support engineerHere are the only warnings it contains about contact with water:1) Do not use this device to pick up spills of bleach, paint, or other chemicals, or anything wet.2) Do not immerse the battery pack in any liquid.3) Use Roomba only in dry environments.4) Do not spray or pour liquids on Roomba.We haven't explicitly done any of the above actionsThe problem is that once again all these instructions are too AMBIGUOUSEach person will answer differently the question of "What makes something wet?"We think that for most sensible consumers "wet" is definitely not a few drops that might originate from your pets or plants, as most of our gadgets such as laptops, mobiles, tablets, cameras, vacuum cleaners etchave occasional contact with a few drops of water without any consequencesWhat it means is that a sensible consumer has some kind of expectations about the tolerance margins of a specific piece of electronics, and apparently Roomba is much more sensitive than an average gadgetFor example, we’ve owned our non-automatic vacuum cleaner for over years and this is the one we are using now while the Roomba is waiting to be repaired.Here is why we have no intention of paying for this reparation: As far as we are aware, according to civil law, THE PARTY THAT DRAFTED THE CONTRACT HAS TO BEAR THE CONSEQUENCES OF A DISPUTE THAT ARISES DUE TO AN AMBIGUITY IN THAT CONTRACTSo a successful resolution of this dispute for us would consist of these things:1) Our Roomba gets repaired for freeDespite the fact that contact with liquid voids warranty, we insist that the warning given to a consumer about how much liquid the product can handle is too ambiguous while it should specifically say that the product has absolutely zero tolerance.2) All the sales materials and the user manual get updated to include a very explicit, clear, highly visible (preferably in the first line) and NON-AMBIGUOUS warning about this zero tolerance of liquid and the fact that Roomba is not sealedWe think this warning is so crucial to pet owners that the absolute majority of them would make a decision NOT TO BUY this product We also insist that this issue get escalated to the iRobot legal and management teamWe are talking about a very important structural issue with their product and marketing approach and we think both the consumers and this corporation deserve a better product and higher customer satisfaction rates.Regards,
*** ***

To Whom It May Concern, This matter has been reviewed by management.The Roomba is not sealed, the reason we caution against theuse of the product in areas where there may be liquid Ms*** is stressing that there was a possibility thatonly a few drops may have been encountered Though the robot is not asealed unit, there is not a direct path from the floor to the motherboard.The affected area on the circuit board indicates that more than just afew drops were encountered For the area affected on the motherboard,were it only a few drops, liquid would have to be directly applied, which weare confident is not the case.From the response, the customer is asking for thescenario how this has taken place We are unable to determine how theliquid got onto the board The customer has shared that she has pets.We can not determine if liquid was deposited by a pet on or around theRoomba or its path, if the pet spilled when drinking from their water bowl, orthere was another cause of how the liquid was encountered.When there is internal damage to the Roomba from liquid, itdoes void the warranty For this reason we are charging for the repair ofthe Roomba Thank you, *** **iRobot Technical Support

The order has been placed today with expedited shippingThe customer can expect delivery of the items next week

We have reviewed the interactions between Bett and our support teamIt has been escalated to our corporate offices and we have left a message for Bett to get in touch with us directly

Dear iRobot Customer, Once the robot is connected to your home then you will be able to control the robot from anywhere as long as your mobile device has a connection to the internet via cellular or Wi-FiThe robot communicates through your home to the iRobot cloud this is what allows the robot to be controlled from you mobile device while you are not at homeIf the robot is not able to be controlled from outside of the home after it has been connected to there may be a firewall setting on your home network preventing proper communicationPlease see the link below for the proper configuration. Kind Regards,iRobot Corporation

We have reached out to the customer to gather more details to assist in resolutionWe are still awaiting a replyThis was sent to the customer on Oct3rd