iRobot Corporation

We have reviewed the information and an order was processed on 1/08/2016 for a new product to be sent to the customer. As well as having [redacted] pickup the old item. We consider this matter resolved but the corporate office will be reaching out to the customer. 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]

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

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]
As stated in first complaint that clearly was not read! The refund has nothing to do with the damage waiver. This company is forcing me to sign a release of damages to get a refund on the roomba that they lost the box to. They are clearly incompetent in customer care and handling damage claims. The store denied my return also.  I am by no means obligated to sign the damage waiver for the roomba refund. I already attempted a return to store without the box. They denied me and I personally will not spend my time running an hour away from home to attempt again. This was clearly not my issue but Irobot companies inspectors.Why would you inspect a unit and toss the box???  The denial of damage is a erroneous excuse. The flooring company claims to not use a beater bar is correct. The simple fact that the damage was not caused by the beater bar makes this denial completely unjustifiable. It was the small wheel in the front and admitted by roomba that it was  what caused the damage. This company clearly markets a product to be used on flooring that it should never be geared towards and uses manufacturer suggestion to deny claims. ALL hard wood flooring companies suggest to not use a beater bar. So this excuse is ridiculous. ALSO THEY DO NOT PUT ANY WARNING ON THE BOX.  So referring to a flooring manufacturer warranty again is a tactic to deny.  Refund only for roomba will be accepted without signing damage waiver.Damage claims paid in full then I will sign waiver. If not then I will continue other avenues if needed to resolve.  The damage

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

Dear Mr. [redacted]. My name is [redacted] and I am replying to this message from the corporate office of irobot. I have read your complaint and the record of your interaction with our customer care team. I extend my apologies for any misunderstanding and/or miscommunication. Working with our...

customers individually to meet their needs is our priority. One of our corporate team specialists will call you to resolve the issue. Please accept our apologies for any inconvenience.

Dear [redacted], We apologize for the loss of the box. We 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 price. In 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 consulted. If 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

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 place. Like 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 corrosion. I 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 bathrooms. We do own two pets (a dog and a cat) who shed a lot which is why we bought the product in the first place. What 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 owners. Has it even been tested in a real home with pets?Please, escalate this issue correspondingly. We do not find it acceptable to have to deal with the Technical Support department. Theirs is purely a technical perspective whereas we need somebody with a broader one. To sum up, we want an explanation of why we should pay for a reparation for something that looks like a design flaw.
Regards,
[redacted]

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

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does partially 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 partially closed, until completed.  The iRobot company needs to change its customer service policies and stop advising customers they are in "contracts"  Only when the Revdex.com was involved and my Credit Card refusing to pay iRobot did iRobot react.  Had I not taken matter into my own hands iRobot would have left me with a broken piece of junk.  I wonder how many others there that did not do anything to get resolution.  This type of business does not fit into out modern world
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]

To Whom It May Concern, We have called the customer but received voice mail, a message has been placed on her voice mail.The customer has produced the receipt, and we are completing an exchange on the Roomba as requested by the customer.Below is the email which was sent to the customer:Dear...

[redacted]:Thank you for contacting iRobot Customer Support regarding the iRobot Roomba® 500 Series.We tried to call you at [redacted], but we missed you.  We left a message on your voice mail, indicating we would send an email. We also tried to call you at [redacted], but we missed you there as well.  We could not leave a voice mail on that line.We have received a copy of the receipt, thank you. We will exchange the robot.  The details of the exchange are listed below: Here's what you need to know about your iRobot Roomba® 500 Series exchange. 1) We will have a new replacement robot shipped out to you for receipt in 5-10 business days. Upon receipt, please use the box the replacement robot came in to ship your broken robot. 2) When you receive your replacement robot, the package will NOT contain a Battery*, Battery Charger*, Brush Cleaning Tools*, Home Base*, Remote Controls*, Virtual Walls* or Wireless Command Center*. Keep your own parts and accessories that came with your original Roomba. Please remove your battery from your old Roomba to use in your replacement robot. Do not ship that back to iRobot. For instructions on removing your battery, please click the appropriate link for your series Roomba: 500/600 Series Roomba 3) We will need to receive your non-functioning robot within 15 business days of you receiving your replacement robot. Your warranty which is 60 days or the remainder of your original warranty, whichever is longer will activate upon your return. Please print this email and tape it on the outside of the return box as this will serve as your Return Merchandise Authorization. Please note that this is NOT A PREPAID SHIPPING LABEL. Please return your robot to the following address: iRobotAttn: Receiving Dept.[redacted] USA  [redacted]  A prepaid return label has been issued through [redacted] to your email address. The Email will be sent directly from [redacted], not from iRobot. You should receive this label within  24-48 hours. If you have not received the prepaid return label, please check your spam folders ("Deleted" or "Junk Email") or contact us. Once received, please print the shipping label immediately, as it will expire within 30 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 [redacted] location. If you have any questions concerning your replacement robot, please contact us at [redacted]. *Note: If you return any items to us that are not listed as part of the exchange, we will not be able to replace them. The replacement parts will need to be purchased at full retail price plus the cost of shipping.  Thank you, [redacted].iRobot Customer Support

Revdex.com:
I have never made a complaint about any business but this is ridiculous.. If they are correct and this fixes the problem... than whatever but, I doubt that is the case. I already put a brand new battery in it and... it's charging fine! The problem i'm sure is some type of sensor which no doubt this ridiculous company will charge an arm and a leg for . I have read hundred of reviews saying the same thing so, the thought of them just pushing something else under the rug is getting old. This is what happens when the consumer buys from a US company? Wow...  shame on you I Robot! 
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]

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 have told the customer service about the potential bug in the customer/product registration software. No proper response.
Regards,
[redacted]

Page 9 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, In reading the response, the customer seems to say that werecommend waiting for a problem then to take action, this is not the case.  We do recommend cleaning the Front CastorAssembly as part of regular maintenance. On Page 28 we suggest to do this on a weekly basis.   As part of regular maintenance we ask thecustomer to check the rotation of the front wheel.  If it is restricted after the initial cleaningsteps then we give further cleaning steps to take. It does not say to only performthe maintenance after the wheel is restricted. There is not a caution that failure to clean the frontCastor Assembly on a weekly basis, may result in floor damage but we do cautioncustomers that Front Wheels clogged with hair and debris may result in floordamage.  In this case we do not believethe Front Castor Assembly had been removed based on the amount of hair anddebris which clogged front wheel of her Roomba.Please view the photo which has been attached, this is theFront Castor Assembly from Ms. [redacted]’s Roomba. The amount of debris in that location certainly clogged the Front CastorAssembly to the point which it could not move. On the initial call the customer did share that the wheel did not turnfreely, then said it did.  When the robotwas received for testing the Front Castor Assembly did not spin freely and theEngineers quickly discovered why.We have cautioned customers that Front Wheels clogged withhair and debris may result in floor damage. The Front Wheel of the Roomba Ms. [redacted] sent to us was certainly clogged,please see the attached photo.  In ourmanual we suggest cleaning the Front Castor Assembly on a weekly basis.  We give the directions to clean the FrontCastor Assembly as part of regular maintenance and further action to takeshould the front wheel movement be restricted after the initial cleaning steps.  The robot which was sent was clogged withdebris, it was not maintained as we suggest, and floor damage was the result aswe cautioned.  We are unable to offer compensation as Ms. [redacted] has requested.  Thank you, [redacted]iRobot Customer Support

Good morning. We apologize for any disruption in our communication and any misunderstanding of expectations. As an organization, we consider the safety and well being of our customers to be our highest priority and fully understand your concerns. We have reassigned the management of your case and...

our representative will contact you immediately. Our hope is that going forward we can work together to resolve this incident and address any concerns you have regarding our products and our organization. Our goal is to reach an amicable and acceptable resolution.

We have refunded the customer's purchase price. The refund check was delivered to the customer on Tuesday 9/13/16. Best,[redacted]iRobot Corporation

The behavior described by the customer is one that we do mention in the user manual for the robot as well as on our support knowledge base. I have included that article below. [redacted]This interaction has been brought to the attention of our...

corporate customer care team who will be reaching out to the customer directly.Kind Regards,[redacted]iRobot Corporation