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. Thank you for all of your assistance!
Regards,
[redacted]

Dear [redacted],As stated earlier we have supplied the parts that you had requested for resolution. These 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 approval. On the 9th this request was approved and the parts order with expedited shipping was placed.

To Whom It may Concern, We contacted our Sales Group and they could not find a record of a purchase from the customer.  We cross-referenced the customer's name, email address, regular address, and phone numbers, our Sales Group could not find a record since 2009.  The customer did...

purchase a battery in 2007.To leave nothing to question we have tried to reach the customer via email on 7/27, the email is shown below, but have not received a response.  It was sent to [redacted]We tried calling [redacted] this afternoon, but received voice mail.  The difficulty which our representatives had diagnosed is not the battery but the robot itself.  The customer was asked what color is on the robot while resting on the Home Base, the customer indicated Green.  This would indicate the battery was charged, but when the customer tried to run the robot it had no lights.  This taking place with a new battery would tend to indicate the problem is in the [redacted].The customer's [redacted] is well outside of the covered warranty period, the warranty period ended approximately 5 years ago.  The customer was offered a [redacted] at a discounted price as part of our upgrade program, but he refused.  Stating that he would contact the Revdex.com if the unit is not replaced free of charge.Given that the robot is that far outside of the warranty period we can not replace the robot free of charge.At this time we are waiting for the customer's response.Below is the email which was sent to the customer:Dear [redacted]:Thank you for contacting iRobot Customer Support regarding the iRobot [redacted]We received a complaint from the Revdex.com. Below is the complaint listed and we wanted to confirm some information: "I purchased a [redacted] vacuum. The vacuum wouldn't charge. I purchased a new battery last week from Irobot. The vacuum still won't charge. Customer service refuses to replace. Reference # [redacted]" We are showing that we replaced the [redacted] in July of 2010.  Is this is the same robot for which the battery was purchased? We've checked with our Sales Group, they did not show a purchase of a battery.  From whom was the battery purchased?  We look forward to your response. Thank you, [redacted].iRobot Customer SupportThank you, [redacted]iRobot Customer Support

Good morning. Unfortunately, iRobot has experienced some challenges with the auto registration feature on our website. We are diligently working to correct the issue and reduce the impact to our customers. We apologize for any inconvenience you have experienced. One of our agents will contact you...

directly to help resolve the issue and concern. Thank you for your patience and your 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]

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

We were following our policy and procedure to obtain proof of purchase and product serial number for warranty purposes. The customer was unable to provide either of these. The corporate office has been made aware of this situation and will be reaching out to the customer.

To Whom It May Concern,Below is a summary of this matter.April 27th: customer called support, his Roomba 870 indicates error 10, spins in circles around the right wheel and the side brush is not spinning, even though he had cleaned the robot. The agent was unable to solve the issue with...

troubleshooting, sent a right wheel module and spinning sidebrush module for free as the customer is In Warranty.  May 6th: the customer received the new modules but this did not solve the issue, so he was advised that the robot would need to be sent in for a repair.  The support agent escalated the case to the Spanish repair centre, who is in charge of contacting the customer with the collection details.   May 8th: the customer called, indicating that there had been no collection yet - the customer was informed that the repair centre would get in touch with him directly.  May 13th: the customer was informed that the robot would be collected by the repair centre.  May 14th: the repair centre provided the details regarding the collection to the customer.  May 20th: the repair centre sent photos of the oxidized motherboard: I have attached them to this email, also attached in ticket # [redacted] – they also contacted the customer to inform him that the robot had been damaged by water and that the warranty was voided. The customer received a quote from the repair centre at 250 euros.  May 21st: upon receiving the Revdex.com complaint, an agent contacted [redacted] in order to get more information and found that the case had been documented under another name, [redacted]@gmail.com . We are unable to complete a repair of the Roomba, at no charge. We have received the robot at our repair facility where our technicians examined the Roomba and found there to be corrosion on the motherboard of the robot.   What caused this is a liquid, which got inside the Roomba and caused the corrosion.   We are attaching the photos which were taken of the Roomba’s motherboard.  There is a white material surrounding the oxidation which shows where the liquid was on the motherboard.    A number of the circuit pathways were compromised. Ms. [redacted] has taken the position that the robot did not encounter liquid, of if it did it was a minimal amount. Our warranty addresses manufacturing defects and does not cover repair from damage due to liquids encountered by the Roomba. We do prefer these situations do not present themselves.  We do caution customers not to allow the Roomba to encounter liquids. We have advised we are able to complete the repair but at a charge of €250. Please let me know if there are any questions. Thank you, [redacted] iRobot Technical Support Supervisor

This concern has been brought to the attention of our corporate support team. We are in the process of reaching out to the customer directly.Regards,[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]. Please add your rejection comments below. 
I have received the new cradle.  The unit still does not work!  I now have 3 robots, 2 cradles and 3 connectors and nothing works.  This is nothing but JUNK!!  Either send me a pre-tested Robot with all new working parts that you know is completely working before you send it out or refund my money in its entirety.  The only thing that hasn't been replaced is the battery.  I even took it to other outlets in my house to ensure it was not my outlet.  Your product is poorly manufactured and quality controlled.  An altogether disappointing and frustrating experience.  I would never recommend this purchase.  I will not be sending anything back until this is resolved to my satisfaction. 
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]

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-Fi. After 3 complaints about your false advertisement claiming clean "anywhere anytime" I would like a response to your false advertisements misleading the "average consumer."
Regards,
[redacted]

To Whom It May Concern, We are sending the customer a new retail kit, the same as if it was purchsed at a store.This will eliminate the difficulty as everything will have been replaced.This was communicated to Ms. [redacted] Friday.Thank you, [redacted]iRobot Customer Support

Review: I placed an order for a vaccuum cleaner with this company online on 08/11/2011. The charge for this item was posted to my Bill Me Later account on 10/08/2011. I have not placed any additional orders with this company, but was billed on 10/26/2011 & yet again on 11/05/2011 for the same item. I am now being billed for 3 vaccuum cleaners even though I only ordered & took delivery of one. The last charge, on 11/05/2011 was posted on the same day that I requested the account be closed because I realized that I was billed twice. I have made a number of calls to Customer Service, but the extra 2 items have not been removed from my bill. I have faxed & mailed all paperwork requested by this company in order to rectify this situation. The charges on 10/26/2011 & 11/05/2011 in the amount of $337.84 are fraudulent & should be removed. I did not authorize these purchases, nor did I take delivery of these items.

Product_Or_Service: Roomba [redacted]

Order_Number: [redacted]8Desired Settlement: Refund

The additional 2 charges for $337.84 must be removed from my account immediately & I do not expect a laundry list of requirements from this company in order to accomplish this. I did not order or receive these items & Customer Service can clearly see this. I do not expect to be asked to complete another single piece of paper to have unauthorized charges removed from my bill.

Review: I originally purchased an irobot scooba 330 at the end of 2010. It broke down outside of its 1 yr warranty, as irobot will point out. But in fact, I complained about it not functioning properly before the 1 yr warranty expired. Irobot then said as a favor to our existing customers we will allow you to upgrade to the best scooba 390 model that we have for about $189. That was on top of the $300 I had already paid for the origianl defective unit. They said I would have a new 1 yr warranty with this superior unit. From the beginning it didn' function properly. They were notified of this well within the warranty period. I have had to endure replacement after replacement devices which have all been non-functional upon delivery. In addition, irobot has compelled me to play technical engineer with all of these devices in trouble-shooting them for defects. Each time, I have had to endure sending all these units back to irobot via UPS before they would send me a replacement. I've had so many replacements sent to me that I have lost count now. The last time I spoke with them about their replacement being defective again, I asked them to send me a refund and close my account. They refused and said it is their policy to keep sending these replacements. I spoke with a supervisor/manager named [redacted] who I told I would be reporting irobot's business practices to the Revdex.com. She still wouldn't agree to anything other than an exchange replacement, despite this ongoing record of waste. I am now aware of others who have had essentially the same customer dissatisfaction experience.Desired Settlement: I spent nearly $500 on these defective scooba models, which they "bait and switched" me on, and now I have nothing to show for them. They should man up and refund that full amount for practicing such unethical business practices with their consumers.

Business

Response:

To Whom It May Concern,

We have contacted Mr. [redacted] and we can process the refund, we also suggested offering to replace his Scooba with a Roomba. This was offered on 11/14 and we have not had a contact with the customer since.

We have sent a shipping label to Mr. [redacted] as we will need the robot to be returned in either case. At this point we are waiting Mr. [redacted] to get back in contact with us. We have sent the following email today:

Dear [redacted],

Thank you for contacting iRobot Customer Support.

I tried calling to see what you thought of what we dicussed on 11/14.

Whether we complete the refund for the amount requested in the complaint $194.84 or another option we will need the robot to come back.

We have sent the shipping label with the tracking number [redacted].

Please let us know what option you have selected. If you want to complete a refund, we will have some paperwork for you to look over.

I look forward to speaking with you.

Thank you,

[redacted].

iRobot Customer Support

Consumer

Response:

I spoke with [redacted] today and he has acknowledged receiving the irobot cited and that he will now proceed to send me the paperwork to get the refund. This is still a work in progress, though.

Review: I have the iRobot Roomba 770, and my robot is having issues. It is spinning around, and not even cleaning, as it says in one place. I have tried cleaning it, a new cleaning head, and the same thing. My serial number is [redacted]. The handle broke before, because the iRobot was bumping into things too hard, and now it just goes in circles. I bought this around 2 years ago, but I did not cause any of this, and all I am offered is a 20% discount, which I can get anyways during the holidays. I don't just the robot much, since it is not that good anyways, and now that it is broken, I am requesting a replacement of some sort. Hopefully iRobot deals with this good, and if they do, I would love to recommend this to my friends for the holidays.Desired Settlement: A replacement unit sent our and I send mine back.

Business

Response:

To Whom It May Concern,

The customer is almost a year outside of the warranty period.

We have contacted [redacted] and advised that we will make an exception and exchange the robot.

We have exchanged email and had a phone call concerning the exchange.

As this is what was requested we do feel this will satisfy the requests of the customer.

Please let me know if there any questions.

Below are the email sent to [redacted]:

Response

Email

11/25/2014 02:23 PM

[redacted],

Dear [redacted]:

Thank you for contacting iRobot Customer Support regarding the iRobot Roomba® 700 Series.

Here's what you need to know about your iRobot Roomba® 700 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:

700/800 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.

The ship to address to return your Roomba is:

iRobot

Attn: Receiving Dept.

[redacted], PA [redacted] USA

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 for contacting iRobot. I hope I was able to assist you today. Please feel free to contact me if you have any additional questions or if I can be of further assistance.

You will be receiving a short survey asking you how successful we were in addressing your inquiry. We would appreciate you taking a few minutes to complete the survey; we will use your feedback and comments to better assist you in the future.

Have a great day and thank you for choosing our robots to help you do more.

Sincerely,

Customer

CSS Email

11/25/2014 02:12 PM

[redacted],

Yes, this is my address.

On Nov 25, 2014 1:15 PM, "iRobot Customer Care" <[email protected]> wrote:

Response

Email

11/25/2014 01:15 PM

[redacted],

Dear [redacted]:

Thank you for contacting iRobot Customer Support regarding the iRobot Roomba® 700 Series.

We have reviewed the matter and we will make a one time exception and exchange the Roomba.

We would ask that you confirm your address as:

[redacted], NY [redacted]

With the confirmation of your address we will be able to get the exchange initiated.

Thank you,

iRobot Customer Support

Consumer

Response:

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,

Review: It has stopped working and the machine just goes around and around. I have used it maybe three times the most. I called them to try and get the problem fixed and they just want me to by another. of course they would give me a 20% discount. But the robot cost 400.00 I think it is a big rip off. well I just have that to reportDesired Settlement: If they would at least fix they iRobot that would be satisfactory.

Business

Response:

To Whom It May Concern,

We have reviewed the matter and though [redacted]'s robot is outside of the warranty period, we will make a one time exception and exchange the chassis of the robot.

This will correct the difficulty whch [redacted] has observed with the Roomba. A replacment Roomba chassis has been ordered and the following email has been sent to [redacted]:

Dear [redacted]:

Thank you for contacting iRobot Customer Support regarding the iRobot Roomba® 500 Series.

We received a complaint from the Revdex.com.

We have reviewed the matter and will make a one time exception as the robot is well outside of the warranty period.

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 batteries:

500/600 Series Roomba: [redacted]

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.

The ship to address to return your Roomba is:

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,

iRobot Customer Support

I own and irobot Roomba 500 series (pet series) automated vacuum. It is less than two years old and has NOT seen any severe or heavy usage. I only have one dog.

I kept getting error messages time you clean the brushes. I went on the irobot site and found a video that showed exactly what mine was doing. Then it said that I would need to call their support number. I am assuming that they have seen this problem many times. This assumption is based on the fact that they had a video describing the problem, and the customer service rep whom I called went right into a script where she basically blamed it on the fact that I had a dog. Seriously? They were surprised that I had a dog? Why would I ever by the "pet series" if I didn't have a pet? This is obviously a design flaw. They said they have totally redesigned the brushes and then they told me that I would have to pay $50 to get them. I asked why I would have to pay to fix a problem that was obvious design flaw. At that point, the customer service rep immediately gave me a 15% discount and free shipping.

Discount and free shipping aside, this is a total rip off. This is an obvious design flaw that they are making me pay to fix.

Review: I purchased Mint Cleaner in Jan 2011 from [redacted]. It worked well during the one year warranty period. After the warranty passed, it started having problems to connect with the navigation system. Without a good connection, it only cleans very small area. After a couple of months, the problems are getting worse and worse. I called Irobot customer service in April 2013 ([redacted]). Under the instruction of the representative, I spent one hour trouble shooting by operating the mint in different room, with different battery...etc. However, it still had trouble to connect. The customer service then concluded the mint has problem to function well. Then I was told because the warranty has passed, they could not replace the broken one. I was suggested to pay a discount price which is $140 to buy a new one. What a joke! Is the mint supposed to only work for one year? We paid $200 for a machine to work only for less than two years, which demonstrates the product is defective. It is outrageous that Irobot not only refused to take its responsibility, but also suggested to solve the problem at customer’s cost. I request a replacement of this defective cleaner with no additional charge.Desired Settlement: Replace the defective product for me.

Business

Response:

To Whom It May Concern,

We have reviewed the complaing entered by [redacted].The customer was well outside of the warranty period when the difficulty was encountered, but we have decided to make an exception and replacing the robot for the customer, which should arrive with in the next 7 to 10 business days. We are in compliance with the customer's request, please let us know if there are any questions.We have sent the following email to the customer concerning the exchange:Dear [redacted] and [redacted],Thank you for contacting iRobot Customer Support.We have received the concern shared with the Revdex.com.We have reviewed the situation and though the robot is outside of the warranty period, we will make an exception and replace the robot. HERE'S WHAT YOU NEED TO KNOW ABOUT YOUR EXCEPTION EXCHANGE.1. Your new Mint is being shipped to you right away and you should receive it within 7 to 10 business days. Please place your old Mint in the box you receive from us containing your new Mint. In the box, include only the old Mint and a *Note, described below.2. Please include a *Note in the box, with the following information:• Name• Shipping address• Phone number• A brief description of the reason for the exchange• Your return merchandise authorization number: RMA # [redacted]. Please print the "Return Merchandise Authorization" label in this email and place it on the top of the return box. (Please note that this is NOT A PREPAID SHIPPING LABEL!):Please cut out the label below and attach it to the top of your return box.-RETURN MERCHANDISE AUTHORIZATION LABEL-[redacted] and [redacted] Feng RMA#130523-000426 -RETURN MERCHANDISE AUTHORIZATION LABEL-4. PLEASE SHIP YOUR OLD MINT TO US UPON IMMEDIATE RECEIPT OF YOUR NEW MINT. We will need to receive it within 10 business days of when you receive your replacement robot in order for you to receive future warranty service on the replacement. Use UPS or FedEx so that you will have tracking and insurance. Print your RMA number ([redacted]) on the outside of the box.The address to return your Mint to us is:Mint Customer SupportiRobot1055 E. Colorado Blvd., Suite 340Pasadena, CA 91106 You will retain a warranty of 60 days on the Mint.If you have any questions concerning your Exception Exchange, please contact us at 877-855-8593.Thank you, [redacted].iRobot Customer Support

Consumer

Response:

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.

Review: Hi

My name is [redacted] and as you can see from my account I have several irobot products. I really support your company and hate to turn to the Revdex.com but it seems that it's the only way to get a customer service agent that provides a real response. I am writing in regard to your 10% refer a friend promotion. I have had this issue in the past, and needed to turn to the Revdex.com for help. You advertise that if you refer a friend, which I have done for years, that you will get a coupon for 10% off an item. I wanted to purchase a new looj and was told by your customer service representative that the looj is new so therefore the 10% can not be used. I don't really understand this rationale, and honestly did not even notice the small print until after re-reading the email. It just states that "..10% additional discount does not apply to all models, including select new models..." I am not trying to say I am not aware of that or trying to "pull one over" on irobot. What I'm saying is I feel like I have once again spread your great product to more people, thus holding up to my end of the agreement, but now you have the choice to select what I can use my coupon on. I just don't understand why you can't list the models etc that the coupon is not valid for, put it in the open. I just feel very betrayed and taken advantage of by this advertising tactic. I'm a good customer of yours, am I not worth the $29? Thank you

Sincerely

[redacted]Desired Settlement: I would simply like the 10% discount on a new Looj. I know for a fact my recommendations have sold several robots. That's all I am asking is for the $29 dollars off the purchase of a looj.

Thank You.

Business

Response:

Dear [redacted],

Thank you for reaching out to us regarding the new Looj 330. As a valued, loyal customer I would like to provide you the 10% discount that you requested. I will have [redacted] from our Customer Service center contact you to place the order tomorrow. Please accept my thanks for writing to us. Should you have any further concerns, please feel free to email me directly (info below).

Best regards,