iRobot Corporation

Review: The irobot that I purchased does not work on my brand new rug. I called customer service and they said this is a well known issue that the place that I purchased the device at should of told me and that I should return it. The place I purchased it at does not a specific sales person and the product has been opened and used. If this is a well known product then this needs to be put on the packaging as well as many other places. I have no other vaccum and no way to clean the rug now. The solution is not for me to take the device back as it has been opened and used.Desired Settlement: I want a refun for this device and I want this to be looked into further. I feel that this is fraud if this device will not work on some rugs and it is a well known issue it should be marketed that way.

Business

Response:

To Whom It May Concern,

We have tried to address the concern [redacted] has shared.

She has expressed her concern that the Roomba will not work on certain rugs. She has shared the robot will not work on 2 rugs, but she may have more on which it would not work. One is a dark rug, another is multi-colored. The robot is having difficulty working on these rugs.

We do site in our manual “Extremely dark-colored floors may contribute to Roomba’s cliff sensors working less effectively.”

We are willing to process a refund for her, the settlement she is seeking.

We have been in contact with Costco, the company through which Ms. [redacted] has purchased the robot. They have indicated they are willing to accept the robot back for a refund. They just require the components which came with the robot be returned with the robot. They have advised it does not have to come back in the original box and that if Ms. [redacted] does not have a receipt, they have records showing her purchase. They did not expect a difficulty were she to return the robot for a refund, stating that they are very easy to work with concerning returns.

We have tried to call the customer and received her voice mail, messages have been left for her.

We have also send the emails listed below on the listed dates, and have not received a reply.

We have reached out to the retailer who has assured us that it should not be a problem to process a return and refund the customer. If necessary iRobot can process a refund, but that would be much more involved, and most likely would be more convenient for the customer to return to the store. We have tried to reach the customer on several occasions and have not received a reply. Until Ms. [redacted] communicates with us, we are unable to move forward to help her.

Thank you,

iRobot Customer Support

Email

11/18/2014 02:55 PM

[redacted],

Dear [redacted]:

Thank you for contacting iRobot Customer Support regarding the iRobot Roomba® 600 Series.

I have tried to reach you via phone, but we missed one another. A message has been placed on your voice mail.

I wanted to be certain you received my prior email and voice mail concerning the Roomba.

We have checked with Costco concerning the return. They have advised that if you do not have the receipt they have the information on the purchase and would be able to process a refund for the robot, even if you do not have the original box, they would just ask for the robot and the items which came with it.

Please let me know how I may be of further assistance in getting this returned to Costco for a refund.

Thank you,

iRobot Customer Support

Email

11/13/2014 03:37 PM

[redacted],

Dear [redacted]:

Thank you for contacting iRobot Customer Support regarding the iRobot Roomba® 600 Series.

I have tried to reach you via phone, but we missed one another.

I wanted to be certain you received my prior email and voice mail concerning the Roomba.

We have checked with Costco concerning the return. They have advised that if you do not have the receipt they have the information on the purchase and would be able to process a refund for the robot, even if you do not have the original box, they would just ask for the robot and the items which came with it.

Please let me know how I may be of further assistance in getting this returned to Costco for a refund.

Thank you,

iRobot Customer Support

Email

11/10/2014 02:02 PM

[redacted],

Dear [redacted]:

Thank you for contacting iRobot Customer Support regarding the iRobot Roomba® 600 Series.

We do apologize for the inconvenience.

I have tried to reach you via phone, but we missed one another, a message has been placed on your voice mail.

We have checked with Costco concerning the return. They have advised that if you do not have the receipt they have the information on the purchase and would be able to process a refund for the robot, even if you do not have the original box, they would just ask for the robot and the items which came with it.

Please let me know how I may be of further assistance in getting this returned to Costco for a refund.

Thank you,

iRobot Customer Support

Review: I purchased a new Rommba * serious through Groupon.com. The roomba does not work. It is broken. I want a new roomba and they are insisting they send me replacement parts and I repair it.

If I wanted a refurbished roomba, I would have purchased a refurbished roomba.

Did I mention that the product was in my hands less than 7 days? I did not know what "I" was doing wrong. As it turns out, it is a defective product.Desired Settlement: Send me a new roomba-a not refurbished one, I will return yours

Business

Response:

Dear [redacted],

Please accept my sincerest apologies for problems you experienced with the [redacted] Roomba you purchased recently through Groupon. I would like to provide you with a free replacement Roomba [redacted], which is one of our latest Roomba models. In addition, I'd like to provide you with some extra brushes and filters for the amount of time you spent trying to get your Roomba up and running.

You will receive a call today from [redacted] in our customer service office, to coordinate the shipment of your new Roomba.

Should you have any concerns or further questions, feel free to contact me directly at [redacted] or via email at [redacted]@irobot.com.

Thank you again for giving me the opportunity to make this situation right for you.

Best Regards,

Global Customer Care Manager

iRobot Corporation

Review: I purchased a Scooba in 2007. It worked fine over the years. Recently it started having problems saying "Check Tank." I contacted customer service and was walked through all of the steps to 'clear' this issue (the same steps I followed after checking with their website. We were unable to fix the problem. They suggested a Suction Bulb which they would provide for free. I waited longer than the 7-10 days for the bulb and when not delivered, I contacted them again. The original order was never placed (by [redacted]). The second adviser ( [redacted]) processed the order and it was finally received 9 days later.

I used the Bulb as directed and added tepid water to the tank. Still starts and then says "Check Tank"

I contacted them again today and was told that they have no "repair centers" or independent repair technicians. All they have is speaking with customers or using the Error Code Section on their website or in the Users Manual provided with the unit.

Their only solution was to offer me a new Scooba [redacted] Core (no battery and no external accessories) for $199.99 plus shipping and handling.

I felt this was ludicrous. I stated that was unacceptable and discontinued the conversation with [redacted]. I received a phone message and an email that stated they would give me a 20% discount off the $199.99 plus free shipping and handling. I just feel it is wrong to have a product that cannot be repairedsDesired Settlement: Develop a system so the equipment can be taken to a repair shop, or shipped to iRobot to have it repaired. Just throwing away an expensive piece of equipment is just wrong.

Business

Response:

To Whom It May Concern,

We have contacted Ms. [redacted] and we have decided to replace the Scooba, Battery, and Charger.

When we spoke with her we discovered her Scooba had a difficulty in the charging mechanism in addition to the difficulty she was experiencing with the Check Tank light.

Her concern was the process we have in place for customers who have difficulty with their robots when they are outside of the warranty period was to costly. We have determined that the process we have in place, a replacement chassis being available for purchase, would better meet the needs of the customer, than they entering the repair process and the costs which the consumer incur.

We feel as though the replacement of the Scooba, Battery, and Charger will more than resolve the need being met by Ms. [redacted] and we consider the matter resolved.

Please let me know if there are any questions.

Thank you,

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

I am very pleased with this solution and appreciate the promptness in which they were able to make me once again a happy customer.

Review: I ordered a 770 home robot. I was told multiple times, on different occasions that this robot would be compatible with the virtual walls that I already owned. When I received the robot, this was not the case. I spent many phone calls over a number of days just to find out that the virtual walls and the 770 do not work together and to get the correct information.I ended up returning the 770 and purchasing the 780, which is compatible with the walls that I already owned, at an agreed upon price of $440. When speaking with one of the higher up managers and the woman who took my credit card info over the phone, both said very specifically that the end price that would be charged to my card would be $440. To confirm, as I was speaking with the woman who checked me out, I inquired multiple times and was very specific in multiple different ways that the total charged to my card would be $440. This was not the case. My card was charged $476.29.After I noticed the difference, I made a call to iRobot. I was told the issue would be looked into, tapes had to be reviewed and someone would get back to me in a few days. This was 2weeks ago and no one ever followed up with me. I followed up again with iRobot today and I was told that I would not be refunded the $36.29 to my card and there is nothing that they can do about it. I am a long time customer with iRobot, the 780 is my 4th robot. This issue has been going on for over a month now. Had I been given the correct information from the beginning, this could all have been avoided. I understand mistakes happen, but business' need to take ownership for their mistakes and stand behind their word on however they chose to fix the problem.Desired Settlement: To be refunded the difference of $36.29 so the end price of my purchase and total charged to my card is $440.

Business

Response:

There had been some confusion regarding this customer's purchase.Initially the customer had been charged $649.99 for order [redacted]There had been some credits applied to her order, the last being applied after her complaint had been filed.The customer was initially charged $649.99 for her order.She has received a total amount in credits, through 12/3/13, after this complaint was filed, in the amount of $227.86, making the total amount she was charged for the Roomba 780 $422.13, which is less than the $440.00 discussed previously.As the customer was questioning the amount $440.00, and has been credited an amount which reduced the amount she was charged to less than that amount, we consider the matter resolved.

I own an irobot 400 series machine. I loved it until the battery failed. I purchased a new battery but it only lasted a few months. Warranty only 6 month for an expensive failing battery.

If one reads the comments from customers they are all negative. Same complaint - batteries are not lasting even though charging process completed correctly.

I believe this company should cease selling this inferior expensive product to unsuspecting consumers. It $70 and will barely last until warranty expires. The company does not stand behind its inferior product.

They don't even give one time of day when you ask for a replacement.

I have bought an substiture from another company and they stood by the defective product. Irobot does not.

Review: 1/1/2 years ago I purchased the Irobot Mirra pool cleaning robot model 530. You enpty the machine by lifting out the "fine debris filter canister" out of the machine via a small PLASTIC handle that can be snapped in and out of the canister. Both plastic handles have broken making it extremely difficult to pull out the canisters. I called to inquire how I can order the plastic handles (which can be unsnapped separately) and was told that I have to purchase the entire canister for $99.99.

Where the plastic handle can snap in and out separately from the canister, they should provide replacements similar to any other part that is separate. They should not expect a customer to purchase a whole new canister to just replace the plastic handle. Not good consumer relations. We have had 2 or 3 irobot vacs, one floor washer and the pool cleaning robot. We are a good customer but now very disappointed.Desired Settlement: Want to be able to order/replace the plastic handles (two of them).

Business

Response:

To Whom It May Concern,

Laurie from our group which supports the Mirra has contacted the customer and below is a summary of the call:

I advised Mr. and Mrs. [redacted] that I will be sending them two filter container replacements at no cost to them. They will be shipped tomorrow. They are very satisfied, and thanked me for my call.

Regards,

We are replacing the filter bag at no charge to the customer, which the customer has accepted as a resolution.

Please let me know if there are any questions.

Thank you,

iRobot Customer Support

Consumer

Response:

[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.]

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: On October 27, 2013 I ordered a "scooba" floor cleaner from iRobot's website. On receiving the robot, it did not function correctly (it would not vacuum up the dirty water as it washed.)

I contacted iRobot support and reported the issue, and was advised that a shipping label would be sent out, so that I could return the unit. After not receiving the label for a significant amount of time, I contacted the company again, and was eventually forwarded a shipping label via email, to print out , so that I could return my robot. I printed the label, and returned the scooba through Purolator Courier.

After a period of several months in which I heard nothing, I contacted iRobot, who advised that they had never received the robot back. I was informed that when Purolator scanned the shipping label, it scanned in at 2 pounds, and since the scooba weighs 14 pounds, obviously I was lying about having sent it back. (Email was sent from "[redacted] - Customer Service Supervisor.)

On further inspection of the label that was provided to me via email, I was sent someone else's label, as my name is not in the "From" address, and it says right on the label that it is for a 2 pound package. When I brought this to the attention of iRobot customer service, they advised that they would "check the warehouse" and see if the robot had somehow arrived.

After MANY phone calls over a period of MONTHS, I was ultimately told that despite it being quite obvious that they sent me the wrong label, and that my robot disappeared as a result of their error, that they would not be refunding me for the robot, and if I had a problem with that, I could contact VISA to see if they would reverse the charges for me.

I believe iRobot when they tell me that they never received the robot back, however it is a result of THEIR mistake by sending out the wrong shipping label. I am not in possession of the robot, and since it's now gone missing as a result of their error (which their frontline customer service personnel agree with) , I think it is unacceptable to simply tell me to "take the issue up with VISA". (Note: I have electronic copies of the shipping label and correspondence with iRobot available.)Desired Settlement: I would like the full $625.89 that was charged to my credit card refunded.

Business

Response:

To Whom It May Concern. The customer has indicated that a shipping label had been issued, and the robot returned. The customer indicated that it was returned under another person’s name with a different weight. The shipping label is showing a weight of 2 lbs. The Scooba Retail kit, the Scooba and all the accessories which come with it, weighs approximately 12-15 lbs. When we were advised of this we had our warehouse check for the robot’s return. All returns are checked and serial numbers of returned products is something we pay close attention towards when processing returns. We have not received the Scooba which was sold to Mr. [redacted]. If the robot had been returned, even using a shipping label for another customer, our warehouse would have found the returned item as we have to check serial numbers. Mr. [redacted]’s Scooba’s serial number is [redacted]. Our returns department confirmed this serial number has not been received. We have contacted Purolator, the company whom we issued the shipping label. They have confirmed the shipping label was used and when it was used. The tracking number is [redacted], it was issued on 1/29/14 and the shipping label shows it was delivered on 8/17/14. Purolator did not indicate there was a discrepancy in the weight of the package shipped using that tracking number. Since we have not received the Scooba, we are unable to issue a credit. The shipping label was used in a return but we did not receive the Scooba with the listed serial number above. We did not receive the robot and are unable to process a refund as a result. If Mr. [redacted] would like to contest the purchase with Visa, that is an option available to him. Please let me know if there are any questions. Thank you, [redacted]iRobot Customer Support

Consumer

Response:

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 also contacted Purolator to see where the disconnect is, after the package containing the Scooba left my hands. I have attached a screen-capture of the Purolator tracking page, using the tracking number of [redacted] that was provided to me by iRobot. As you can see from the screen there is no mention whatsoever that the package was delivered to iRobot on 2014/08/17. The only information for August shows the package being at a sorting facility, and then the next entry is on November 12 where it apparently leaves the sort facility. I contacted Purolator Canada, who referred me to the USA side of their business, where I spoke with "[redacted]" who says that she believes that iRobot has an arrangement at their [redacted] border crossing, where they wait for a truck to be full of return products, before they accept shipment of it. At this time, I'm hoping that this is what the November 12 activity is. [redacted] provided me with a further PIN tracking number of [redacted], however I cannot locate any information about it online as I don't know iRobot's Purolator account number.Regardless, by looking at the original tracking number, you can see that there are all kinds of problems with this shipment as it was clearly as duplicate label to someone else's. (Clearly showing that the same tracking number was used for a package in [redacted], and in [redacted].) I used the label that was provided to me by iRobot, and am now being told that I will not be refunded for the product that seems to have disappeared into space after I sent it. I am not satisfied with this, as it is clearly an error on the part of iRobot.

Regards,

Business

Response:

To Whom It May Concern, There had been confusion concerning the returned Scooba 390. It has been located and a credit has been processed for Mr. [redacted]. He should be able to view this credit on his credit card account in a few days if he can not view this already. The reference number for the credit is [redacted].The following email has been sent to Mr. [redacted]:Dear [redacted]: Thank you for contacting iRobot Customer Support regarding the iRobot Scooba® 300 Series. We have located the Scooba 390, and a credit has been processed for $625.89. An email from our sales group has already been sent confirming the credit. The reference number for the credit is: [redacted] Thank you, [redacted]iRobot Customer SupportThank you, [redacted]iRobot Customer Support?

Consumer

Response:

[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.]

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: I purchased the irobot Roomba [redacted] model in July of 2012, since that time I have called with repeated problems with the machine. When the brush part broke irobot sent me out the new part only for me to have to disassemble the machine and replace the defective part which was very time consuming. Now another component part has broken and they are again sending me the part to disassemble the machine again and replace. After each use of the machine, I have to completely clean out all small parts and the brush assemblies that clog with debris using a tweezer and a special brush tool. It is not simply emptying the debris bin. The amount of cleaning the machine requires in order to use again far outweighs any savings in cleaning time. The machine also is not effective in cleaning specific spaces, it can travel around the room multple times and continue to miss high traffic spots leaving debris on the floor. I clearly received a lemon/defective product that keeps needing replacement components even though I hardly use it due to the trouble and time it needs cleaning after each use.Desired Settlement: I would like a refund for this product since I have called multiple times with different issues due to defective component parts and complaints of the effectiveness of the machine in its ability to vacuum and the time it takes to prepare the machine for the next use.

Business

Response:

To Whom It May Concern,

We have contacted Ms. [redacted] and we have agreed to process a refund. We have received the robot and the accessories which have accompanied it. We have sent some paperwork for her to sign, since we are well beyond the 30 day trial period we normally allow.

We are processing this paperwork, and she will receive the refund check within 15 business days.

Ms. [redacted] indicated she would advise the Revdex.com when the check is received.

Thank you,

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: I've brough one iRobot Roomba [redacted] home cleaning robot product in the end of April via Amazon. And didn't use it due to my businss travel out of US state. After I back home and begin use it in early June, find this brand new iRobot could not work. Even I've recharge the battery properly. Late I contacted Amazon but they told me the warranty time has already passed since the product has been deliveried to my place over than 1 month. and they suggest me to contact iRobot directly for solution. Later I tried to contacted iRobot customer service via mail and phone for many times since June 21th. And in mail, except telling me how to restart iRobot which is not work unfortunately, others always telling me that they'll contact me later via phone. However they never do this except the fist time. Later I tried again and again to call the customer service center, sometimes they told me that they as they're not te first service agent who has picked my phone, and let me wait for her calling later. Also, never any guy do the call back activity. Sometimes, they make me provide the key number with 5 digital numbers, however I could only find the serious number on my machine, which is denied by the service agent, said this is not the ky number, and without a key number, they could not do the following issues. And she also didn't tell how to find the key number. Now 10 days gone, still not any actual efforts or solution provided by iRobot company. And I really could not stand such a bad customer experience, leaves the consumer without any timely response, and also could do nothing useful to fix my machine. Really feel so angry as this behavior should not happened on such a big and famous company.Desired Settlement: Change a new one for me, or just give me the full refund, after I return the total new but defective one to them, as I really feel so disapponted to this company's service level.

Business

Response:

To Whom It May Concern,

We have spoken with a [redacted], who resides at the same address.We have released the items which are offering the difficulty and should arrive in the next 7 to 10 business days. We initially asked these items be returned to us, we have since changed our position and we are sending these items to the customer.As we are replacing the items and have sent a shipping label for the items which are offering the difficulty we feel we are in compliance with the customer's request.

Thank you,

iRobot Customer Support

Review: Company is not honoring support and warranty service. I've been struggling with customer service for more than a month. It's important to make public that my ticket [redacted] was replied by me with the requested information on October 16 (over a month ago). Nobody from iRobot ever followed up, and I never received any solution. I was left waiting for a solution that never came. The robot is not cleaning the way it was advertised. It's the second unit I own (the first one worked well, I didn't have to contact iRobot/Mint for assistance). That said, I'm extremely disappointed by the customer/warranty service provided by iRobot. It's disrespectful to leave a customer waiting for more than 30 days, without any further communication. I've tried all the steps and I'm not sure if this model is just not right for my space, or has design or software issues. I calculate the robot is helping 50 percent of what was expected as advertised. I end up not using much now, because the robot cleans half of the space and misses several areas, that either I have to restart the robot or clean manually. I have to move furniture away otherwise the robot will clean even less space. Sometimes it's just easier to use my 10 dollar Sweeper to clean it by myself.

When contacting Customer Service, at the beginning they kept asking me to call, but I can't spend several minutes on the phone at home as I have a 100-minute limit voice plan (and I know this kind of assistance can take too long), so I asked to receive the troubleshooting by email. I received after a few attempts. I did call from the office, but she was unable to provide the steps. Tried all the options received in the chat and none of them really improved the cleaning area. Also, they close the ticket too fast - and then you are unable to keep providing feedback in my own peace. Feels like they urge to mark everything as resolved, when in fact they are not. Then, you have to start everything from the beginning. This has to be changed.

The main reason to file this claim is not the product itself but the lack of assistance from iRobot. It's important to record their warranty has problems. They asked for my order information and left me waiting for some solution for more than 30 days until I realized they ignored my reply. This is unacceptable.

I can't attach a file here, but below is the last communication exchanged. Note the date: I replied back to iRobot on October 16. After that, no more replies from them.

------------------------------------------

Customer [redacted] Ribeiro via CSS Web 10/16/2014 10:56 AM

The robot still doesn't go around the room properly. It just doesn't try all possible ways and ends up not cleaning the other areas of the room. I'm having more trouble using it than cleaning myself and this was not the intention when I purchased.

Name: [redacted] Ribeiro

Address: [redacted], [redacted], NY, [redacted]

Serial number:[redacted] Date of purchase: April 13, 2014

Place of purchase: Overstock.com

------------------------------------------

Response [redacted] via Email 10/15/2014 03:33 PM

Dear [redacted]:

Thank you for contacting iRobot Customer Support regarding the iRobot Braava 320.

I apologize, I sent an email about the Roomba's serial number and the Braava is in a slightly different location.

Please respond with the following information for our verification process:

Your full name and shipping address

Your Braava's serial number is under the handle, and the date code is under the front bumper.

The original date and location that the Braava was purchased

Where can I find the serial number/product code for my robot?

Thank you,

[redacted]Desired Settlement: It's over 90-day protection from American Express, plus I used gift cards for the purchase (which AMEX won't cover).

I'm not sure what's best: a replacement (if my unit is not working as designed to) or a refund (if the unit has design/software issues that prevents it from working well in my studio).

I just don't want to deal with customer service anymore, it has been over my limit. Please be direct and specific. The last thing I'm still willing to do is to pack and send it somewhere with a prepaid label. I don't want to receive nothing less than a new, perfect unit. If it isn't possible, then I prefer a full refund for the item price.

Business

Response:

To Whom It May Concern,

We have processed an order for a new Braava 380t to be shipped to Mr. [redacted].

It should arrive tomorrow and a prepaid shipping label has been issued to him for the return of the unit he currently has.

We have asked that he retain the unit he currently has until the new unit is received.

Below is the email we have sent to Mr. [redacted]:

Dear Igor:

Thank you for contacting iRobot Customer Support regarding the iRobot Braava 320.

We do apologize for the delay.

A new retail kit has been ordered and will be delivered quickly.

A shipping label has been issued for the return of the retail kit you have.

Please wait until the new unit is received before returning the unit you currently have.

Again we apologize for the delay.

Thank you,

iRobot Customer Support

Consumer

Response:

[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.]

The Business is finally provided assistance after more than a month waiting for it. I received the new unit with the second cube. I tried the new cube and it seems it helped the robot to move around the room, however it did clean twice half of the room, and it's unexpected. I need to try a couple of times more to see how it goes.

The ticket where I communicate with the representative closes too quickly. It has been closed, again. Ticket should be closed only when customer says it's resolved, not when the Business want.

Thank you.

Regards,

Review: Note: [redacted] is as close as choices provide. They provided assistance but not appropriate assistance toward solving the problem.

March 3, 2014

My inquiry to iRobot 01/28/2014 and problem:

The Roomba [redacted] unit I have (shipped Nov. 2007) has a broken UV sensor (located on the top of the front bumper). Therefore I cannot use any of the control functions available for that sensor. I called customer care some time ago and they reported that part as not replaceable or fixable by iRobot.

I am now interested in purchasing your new Roomba [redacted] unit. Can credit toward the purchase of this unit be applied toward this purchase because of the lack of repair situation you offer that I have with the Roomba [redacted] described above?

iRobot Response on 02/29/14:

We don't have that part available for purchase and we don't have any repair centers. Since your IR sensor is broken your robot would need to be replaced. We would not be able to honor your request because we don't have such a policy in place at this time. [The offer of no support related to my unit.]

My note added 03/03/14:

The unit will still function as a vacuum but without the automatic room barrier functions so it now has to have physical blocking to do the job correctly, remain in the working room, and will not return to its charging base for self-recharging. All functions considered part of being able to be a robot vacuum.

The iRobot final resolution is in a Telephone call from iRobot customer service on 02/26/14:

To paraphrase the conversation: The customer service person answered the above request by saying iRobot does not have a policy to compensate for their lack of repair solutions in my case by reducing the purchase price of the Roomba [redacted] unit other than an offer of free shipping and handling if I pay full price for a new Roomba [redacted]. That offer I view as not sufficient. They still do not have the repair part available and do not service my unit so I am left with a damaged Roomba [redacted] unit and no viable options.

They do have such a reduction plan available on older models of the Roomba. Buying one of them would solve the UV sensor problem but all those units do not have the Roomba [redacted]’s new brush technology designed to do a superior job of handling dog hair cleanup. I have three [redacted] Dogs that inherently shed constantly to deal with in vacuuming floors so buying another normal brush type iRobot Roomba will not solved the hair jamming problems I experience. Put another way, buying the same brush system I have and expecting different functional results (that will not happen) would not result in money well spent on my part.

In my view, iRobot has an implied responsibility to furnish parts or make necessary repairs on the items they sell to assist their customers as needed. In my case, they are not able/willing to provide repair parts or service, nor compensate for this inability in a replacement purchase that best fits my application needs.

I would like to see iRobot take a more customer oriented stance and not hedge in their responsibility behind the statement that “We would not be able to honor your request because we don't have such a policy in place at this time.”

The question becomes which is more important to iRobot, customer satisfaction with their products and services or their policies?

I think potential customers of iRobot should be aware of this stance as they could well find themselves in such a situation with their purchase.

Of course, I would like to see iRobot change their "policy" in regard to my situation.

Sincerely,

[redacted]Desired Settlement: I would like to see iRobot take a more customer oriented stance and not hedge in their responsibility behind the statement that “We would not be able to honor your request because we don't have such a policy in place at this time.”

Provide the parts for sale that are necessary to repair my iRobot [redacted].

Or.....

Of course, I would like to see iRobot change their "policy" in regard to my situation and provide meaningful compensation off of price of the applicable replacement robot vacuum, the iRobot [redacted].

The question is which is more important to iRobot, customer satisfaction with their products and services or their policies?

Business

Response:

We have received the concern shared by [redacted].

On previous occasions we have offered Mr. [redacted] a robot at a discounted price, on 7/31/12 and on 1/28/14. We have also offered a replacement chassis for his Roomba, this was offered in the email from 3/12/14.

The part on Mr. [redacted]’s Roomba, the Infrared Sensor is not a replaceable part. On 7/27/12 Mr. [redacted] brought it to our attention the Roomba was dropped and landed upside down, the sensor breaking when this took place. This is not something that we would normally cover under warranty, and the robot was 4 ½ years outside of the warranty period at the time.

We have presented the customer with a few replacement options. He has requested the Roomba [redacted] which is of our latest design at a discounted price. This is not a Roomba in which we are offering at a discounted price at this time, but we have presented several options for Mr. [redacted] and we hope he accepts one of our options.

Please let me know if there are any questions.

Thank you,

iRobot Customer Support

Email from 3/12/14:

Dear [redacted],

Thank you for contacting iRobot Customer Support.

On prior occaisions we have offered the discounts on Roombas which were either comperable or of a later design than your Roomba, the Roomba [redacted].

We have determined that your robot needs to be replaced and you are outside of your warranty.

Because we consider you a valued customer, we have the following robots available to you for upgrade at a discounted price**:

Roomba® [redacted]: Retail Value: $349.99 Discount offer: only $274.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $399.99 Discount offer: only $299.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $449.99 Discount offer: only $374.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $499.99 Discount offer: only $399.99!

Please provide us with your phone number and the best time to call you. Or, you can call us at ([redacted]) [redacted] for assistance in placing this order.

**Offers subject to change or cancellation.

The Roomba [redacted] had been part of the upgrade option, but it is no longer available.

We do have a chassis for the Roomab [redacted] available for purchase. It has the same abilities as the Roomba [redacted], but it has the Roomba [redacted] series Cleaning Head Module.

The chassis is just the robot by itself, it does not contain a battery, charger, virtual walls, or any other accessories. The cost on it is $199.99 (*plus shipping & applicable taxes).

We do realize that the robot you want at a discount is the Roomba [redacted]. At this time that is not a Roomba we are offering at a discount.

We do hope that you will accept one of the Roombas we have extended to you.

Thank you,

[redacted].

iRobot Customer Support

Email from 1/28/14:

Hello [redacted],

We appreciate your interest in our Roomba [redacted] unit and we apologize for the inconvenience you have experienced with your [redacted] Roomba. We would not be able to honor your request because we don't have such a policy in place at this time. You can get a discount on a few upgraded units however, the Roomba [redacted] unit is not in those options since it is fairly new.

The following robots are available for upgrade at a discounted price:

Roomba® [redacted]: Retail Value: $349.99 Discount offer: only $274.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $399.99 Discount offer: only $299.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $449.99 Discount offer: only $374.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $499.99 Discount offer: only $399.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $[redacted].99 Discount offer: only $499.99! (*plus shipping & applicable taxes)

**Offers subject to change or cancellation.

Please call our Customer Support line at ([redacted]) [redacted] for further information or to place an order for one of the above robot offers.

Thank you,

[redacted].

iRobot Customer Care

Email from 7/31/12:

Dear [redacted],

Thank you for contacting iRobot Customer Support. Here is a review of the information that we discussed today:

We apologize for the inconvenience you have experienced. We have determined that your robot needs to be replaced and that you are outside your warranty.

At this moment, you have opted not to purchase the replacement 581 robot core at$ 199.99 plus shipping and possible taxes. In the event that you would like to purchase this item, please feel free to send us your phone number and a convenient time to call you.

Additionally, you can also contact our Customer Support Line at ([redacted]) [redacted] for further assistance in placing this order. We are available M-F 9-7 EST and Sat 9-6. We also have available upgrade offers as well which can be considered.

UPGRADE OFFERS:

Because we consider you a valued customer, we have the following robots available to you for upgrade at a discounted price**:

Roomba® [redacted]: Retail Value: $299.99 Discount offer: only $274.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $349.99 Discount offer: only $299.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $449.99 Discount offer: only $374.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $499.99 Discount offer: only $399.99! (*plus shipping & applicable taxes)

Roomba® [redacted]: Retail Value: $[redacted].99 Discount offer: only $499.99! (*plus shipping & applicable taxes)

**Offers subject to change or cancellation.

Thank you,

iRobot Customer Care

Email from 7/27/12, from Mr. [redacted]:

Support:

I have a Roomba [redacted]. I dropped it upside down and now the sensor for

room barriers is not picking up the beacons. It also cannot recognize

the docking station beacon. Since nothing was done to the room beacons

nor the docking station I have to assume that the pickup sensor on top

front of the Roomba is dead. Can this part be replaced by me? How much

is the part?

Thanks,

Consumer

Response:

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.

March 24, 2014

In my view, Revdex.com shouldn’t be in the business of assuming anything. You certainly assume too much in your last notification to close my complaint.

Secondly, I was not aware that there exists a time limit in resolving this issue with iRobot. You state it yourself and the only time limit I have seen as the issue remains available on your site for 36-months!

The Revdex.com and iRobot people are paid eight hours a day to work with these types of situations but those of us on the other side of your screen, finding themselves in these situations with companies, are definitely not paid for time spent and probably do not have infinite time to spend. I am no exception.

If you comprehend my original complaint the iRobot company response was just to repeat their original offer. That offer, I rejected, and that offer generated my original complaint. That iRobot response, again, gave me several older models of their vacuum, probably returned by customers, that they will make available for discount in order to settle their lack of repair policy. That response does not honor my request to have the latest model, the model iRobot presents as the ultimate in picking up dog hair without the tangled mess of their previous models, available under the same discounted circumstances as a matter of policy.

So, my next step has been ongoing to research all those models they offer to see which model, if any, will closely fit my expressed need of picking up long dog hair. As my time allows, I am in the process of making that evaluation to determine if one of those model choices is a viable choice for my needs. I will respond to both of you when I have reached the end of that evaluation.

Please, do not “assume” anything about this matter until you are informed by me that this matter has been closed. Please reopen this complaint.

Thank you

Business

Response:

We have sent the customer an equivelant replacment Roomba (the Roomba [redacted]) and battery to the customer's Roomba as a one time exception.

This is an outcome Mr. [redacted] has found to be acceptable. Since he has found this to be an acceptable outcome we consider the matter resolved.

Please see the email thread from 3/28 moving forward.

From iRobot to [redacted] 4/1/14:

Dear [redacted],

Thank you for contacting iRobot Customer Support.

** This email contains crucial information regarding your order. Please read the entire email and follow all instructions carefully.**

We have processed an order for a new Roomba chassis and battery to be sent to you, they should arrive in 7 to 10 business days.

Your original robot has been permanently deactivated in our records, and we are not requiring you to return your current unit to us. iRobot encourages recycling. If you need to dispose of your iRobot robot, please do so responsibly! Do not throw it in the trash. Contact your local city or town waste management facility for instructions concerning disposal of electronic devices.

You may strip your Roomba of its parts, such as Brushes, Brush Cover, Filter, Filter Frame, and Dust Bin, and keep them for spare parts if you wish.

When you receive your replacement robot, it will not contain a Charger, or any other accessories. You must use the accessories that came with your original Roomba. If you dispose of your Charger, or any other accessories, you will be required to purchase them at the full retail price, plus shipping.

When you receive your new Roomba, be sure to install the Battery:

Title: How to install your Roomba [redacted] series Battery

URL: http://homesupport.irobot.com/app/answers/detail/a_id/[redacted]

Your replacement robot and battery will have a sixty day warranty under the iRobot Limited Warranty Policy.

If you have any questions about your order, please respond so that we can assist you further.

Thank you,

[redacted].

iRobot Customer Support

From [redacted] to iRobot 3/30/14:

Dear [redacted].

Your offer of a [redacted] chassis as describe in your e-mail would certainly accomplish, the effect of the repair of my [redacted]’s broken IR sensor via replacement (assuming the IR sensor is working in the [redacted] you would be sending). I downloaded the [redacted] manual and it seems to advance in the right direction in handling the dog hair problem also.

It is unfortunate that this wasn’t the iRobot response from the beginning instead of this problem resulting in the Revdex.com involvement and its negative ramifications for us both.

Including the shipping and handling cost with the [redacted] replacement you offer results that you have produced the perfect solution for accomplishing iRobot support of my [redacted] vacuum product, as far as I am concerned.

Ship to:

[redacted] Drive

[redacted], FL [redacted]

Thanks,

From iRobot to [redacted] 3/28/14:

Dear [redacted],

Thank you for contacting iRobot Customer Support.

We are willing to send a replacement chassis (the [redacted] chassis, which has all the capabilities as the [redacted], plus an improved Dust Bin and Cleaning Head Module, the part which drives the brushes). We are also willing to include a battery to address this concern. There would not be a charge for this. The battery and the robot would only carry a 60 day warranty and this is a one time exception.

If this is an offer you would like to accept to address the concern you have shared, please let me know.

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

iRobot is to be commended because they did come up with a solution to their lack of parts and service for my Roomba vacuum that indirectly results in the repair of my unit by replacement using a like model base unit.

Review: I purchased a roomba 780 on 7/1/13 from irobot for $599.99 plus filters for total of $680.58. It destroyed the solid oak, custom tile and floor boards throughout house creating gouges, deep scratches and chips. Per the request of the company I submitted a claim and returned irobot and filter on 8/6/13. I have never received a response or refund for returned product despite many phone calls and emails. I have obtained 3 estimates to repair damage to floor and tile and submitted to irobot. Estimates will be provided to you on request. I have never received refund of $680.58 for returned product despite many requests. My claims representative at the company is [redacted]. He tells me he is unable to do anything about claim until he talks with [redacted] who is in charge. I have sent her emails as [redacted]. refused to give her telephone number. [redacted]. states he is unable to refund for returned irobot until claim is settled but no one at company will address the claim much less settle the claim and no one will return my numerous emails and telephone calls. [redacted]. says there is nothing he can do until he talks with the "key person", [redacted] but states that he is unable to contact her. My irobot reference number is #[redacted]. The claim rep [redacted]. telephone: ###-###-#### xt [redacted].Desired Settlement: I would like refund for irobot and payment for repair of floors, floorboard and tile.

Business

Response:

Customer was contacted on Feb. 28, 2014 and a call has been scheduled to discuss the claim on March 7, 2014.

Consumer

Response:

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.

I am rejecting response from irobot Corporation because they set up a date ofMarch 7, 2014 in the morning to telephone me with regard to this complaint. I set the time aside and have waited all morning for Ms. [redacted]'s telephone call. It is 1:36 pm pst and I have received no telephone call from her as promised.

Please let me know that you received this correspondence.

Thank you for your attention in this matter.

Sincerely,

###-###-####

Business

Response:

Just to confirm, iRobot has settled the claim submitted by [redacted] directly with Ms. [redacted] and agreed compensation check amount is in process and should be mailed by the end of this week.

If you have additional questions or require additional information please do not hesitate to contact me directly.

Thank you,

Consumer

Response:

I am accepting response made by irobot but am awaiting final payment which they say will be made at end of May 2014. If payment is not made then case will need to be reopened.

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.

Review: I bought two virtual lighthouses, when I tried use they were defective. Contacting iRobot for replace took a long time in a very slow customer reply. Every time iRobot look for excuses to not do that is very simple they sold a defective product they need just replace, sound so easy the problem to me I don't understand the matter. The main problem was that I bought but travel abroad and was writing from an outside country. Finally they agree in replace, but I need post inside the country ok that is reasonable but impossible to me in that moment. In the very moment that I return I tried again make the return and now for my great surprise, instead of just replace that would be fair and easy I receive a reply (again a very slow reply from custom service) inform that I was beyond replacement period.

Worth to mention that:

- Companies that show respect for the customer usually doesn't make hard replace broken products actually usually they do a RECALL when they know that is a quality control problem;

- This problem an epic fail of a product out of the box and very restrict rules to fix their qualities problems should make every one thing about, maybe neato robotics is an opnion for product that simply doesn't work and companies that abandon you; (A fail out-of-the-box make you feel a foo, and a lack of support make you be sure that the companies foolish you. Think about Does you want be foolish? Maybe avoid buy from iRobot is wise)

- Although I understand that iRobot will say simply that I was beyond the replacement period. Everyone should judge for yourselves. I contact in the period, they knew that was a batch with problems, sent a broken item was their entire responsibility, they never mention that was a period to send and I made all things as soon as possible to me, despite all this iRobot stick to his police.Desired Settlement: Simples replace the product that I purchased defective for the same that works. Is it ask for too much?

Business

Response:

To Whom It May Concern,

The Lighthouses which were initially purchased can not be activated by the Roomba he has. These were purchased through an order made on our website, by Mr. [redacted], who had the Lighthouses shipped to a location inside the United States.

We do encourage customers to purchase items in the country in which they reside, as we do not ship internationally, nor can our facilities in North America offer support for items which are purchased from and taken out of North America. We list this information in the warranty of items sold in North America.

We have looked over the matter and we have made an exception and are sending the customer 2 Virtual Walls, which are compatible with his Roomba.

We are sending these at no charge to Mr. [redacted] and we are not asking for the return of the Lighthouses he currently has.

Below is the email which was sent to Mr. [redacted]:

Dear [redacted],

Thank you for contacting iRobot Customer Support.

We are making an exception and we are sending 2 Virtual Walls to you.

The Roomba 760 is not compatible with the Lighthouses which were purchased as it does not have the modules necessary to activate the Lighthouses.

The Virtual Walls have been shipped via UPS. The tracking number is [redacted].

We are not asking for the return of the Lighthouses which you have purchased.

Please let us know if you have any questions.

Thank you,

iRobot Customer Support

As we are shipping to the customer what he has requested, items which will work with his robot, we are in compliance with Mr. [redacted]'s request and consider the matter resolved.

Thank you,

iRobot Customer Support

Review: iRobot warranty service in Madrid refuses to repair for free a product that we purchased about 4 months ago which stopped working properly all of a sudden. The support team claims that a part broke due to contact with water at some point, but we can guarantee that the product had never been in contact with water. We had never found it wet, submerged in water or in any contact with water whatsoever (otherwise we would have contacted the technical support immediately). We are sure that the company is trying to use some kind of technical loophole to get out of servicing the product for free under the warranty. First, we are not even sure that their claim regarding contact with water is true, and second, if it's true, the only possible scenario we can imagine is that the iRobot found a few drops of water on the floor at some point, in which case we cannot understand how a product that cannot handle a few drops of water can be on the market at all. We don't think we've ever been to a home that is drop-free hundred percent of the time.

Overall, we have been very dissatisfied with the product on a number of points. First, it doesn't seem to have an optimized moving pattern which results in en excessively long cleaning time. Second, if it finds any long hair, they get entangled in the wheels which get damaged as a result. Third, it's impossible to open and clean the wheels which after a while simply stop rotating correctly and have to be replaced. And finally, as our experience with a warranty claim has shown, the company will simply refuse to service a product that might have got broken as a result of contact with a few drops of water on the floor, which we find simply outrageous, since had we known that their iRobot couldn't handle any drops, we would never had bought it in the first place.Desired Settlement: We either want the iRobot corporation to repair the product for free under its warranty or to reimburse us the full amount and keep the product.

Business

Response:

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], [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

Consumer

Response:

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,

Business

Response:

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. [redacted] 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, [redacted]iRobot Technical Support

Consumer

Response:

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.

We have reviewed the response from the business and various speculations as to what might have caused the corrosion. However, 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 market. At the purchasing stage, the sales materials don’t warn you against buying the product unless you can guarantee a hundred percent dry home. To sell you the product, the sales materials make it look like it’s going to be a complete equivalent of your normal 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 job. Had 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 product. It simply doesn’t make sense since this preparation would take us longer than manually vacuuming the whole house. 2) 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 information. Like 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 engineer. Here 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 actions. The problem is that once again all these instructions are too AMBIGUOUS. Each 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, normal vacuum cleaners etc. have occasional contact with a few drops of water without any consequences. What 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 gadget. For example, we’ve owned our non-automatic vacuum cleaner for over 10 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 CONTRACT. So a successful resolution of this dispute for us would consist of these things:1) Our Roomba gets repaired for free. Despite 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 sealed. We 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 team. We 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,

Review: To:

iRobot; Revdex.com

I am writing this after several attempts to work with this company. All I'm asking for is what they offered to do for me (without me asking).

My [redacted] robot was not working properly. I called ts to ask how to reset the computer. TS rep wanted to check the "baffles" first. I told her I didn't need to do that, please just tell me how to reset the computer. She insisted I check the baffles first. So I did as she asked and one the baffles fell off in my hand. I couldn't get it back on. Told rep I would call her back when I got it back on. I still couldn't do it. Called back and was told "oh you don't need those anyway, just take the other one off too".

I asked to speak to a supervisor. Was transferred to [redacted]. He asked me to perform a test. The robot didn't operate correctly. It would hang/hesitate at grout lines and was noticeable louder when hitting a wall. [redacted] then offered, as a one time customer favor, to send me a BRAND NEW unit. I was shocked and verified he was really sending a BRAND NEW [redacted] to me and not a refurbished one. He said he was. I took the man at his word.

A couple of days later I get an email that my refurbished unit was on it's way. Since I'm expecting a BRAND NEW unit, I call iRobot to find out what's going on. I was told the unit it's self is indeed brand new but the box might have been damaged in shipping so they have to sell it as refurbished. Didn't believe that so I asked to speak to [redacted]. He was out of the office and would call back. He did not call back. I finally got in contact with him. He told me the same story saying that they've had customers call about this before but he assured me it was BRAND NEW. He was also supposed to call and verify whether I was getting a [redacted] or the model with the update name change, [redacted]. He did not call.

Robot arrives, I open the box to find that the entire top of the unit is one big dull scratched up mess! Even the section that is supposed to be kept clean and free of dust was covered totally in scratches. Someone, in an effort to clean it, used an abrasive cleaner or abrasive pad to clean the plastic housing. I was totally shocked by what I saw and very upset that I'd been lied to. NOT acceptable even if they told me they were sending a refurbished model, but they didn't, [redacted] said "BRAND NEW".

Again, [redacted] doesn't return my phone call. I contact him. He asked me to send photos. (at this point I have done everything I've been asked to do. I tried to reinsert the baffles, I tested the unit without baffles, I returned the unit at my expense, I took pictures of the damage and sent them to [redacted]...who I again never heard back from). So I decided to go one step up the chain of command and speak to his supervisor, [redacted]. I explain what has transpired over the last two weeks and try to make her understand that I'm not asking for anything other than what an iRobot SUPERVISOR said he would do for me. That's it. Seems like companies should be required to do what they say they're going to do. I did.

[redacted] couldn't make a decision. She hadn't seen the pictures. Excuse me, what decision? It was already decided that I'd be getting a new unit. The review board had to look at the pictures. She would call me tomorrow. She did not. I called her yesterday. She was promised to have a decision by the end of the business day (yesterday) and she would call me back. I asked what coast they were on and what time did they close. East coast, they closed at 8pm ET. At 15 minutes till 8 (ET) I called only to hear iRobot was now closed. Looked on their website for hours of operation...they close at 7. Now how did a supervisor of supervisors not know that?! She did.

This brings us to today. Before I call [redacted], I'm writing this letter and sending it to iRobot with a copy going to the Revdex.com when I file a complaint later today. All these conversations should be on record since everything is recorded...provided they don't erase the recordings. Again, I did not ask for a new unit. It was offered to me by a supervisor, [redacted]. All I'm asking they do is what they said they would do. And now that it's been over two weeks and I've had to go thru all this turmoil and the lies I've been told, I want my BRAND NEW robot to be shipped overnight.

One more thing. The [redacted] robot underwent a name change several months ago, maybe a year? A BRAND NEW robot is going to have the [redacted] name. I have no reason to believe anything anyone at iRobot says to me so I won't believe they still have new [redacted]s.

[redacted]

additional information: It took 4 attempts to reach someone at iRobot. The first three, “no one at this mailbox”. Next was voice mail. Forth time I reached someone who had no idea what the corporate office email was. So far I’ve been on hold for at least 5 minutes while she contacts her supervisor for the email address. She can’t or won’t give it to me. Directed me to the website where I can email corporate.

more information: I called supervisor [redacted] once more before filing my complaint. She was supposed to call last night and as of 2:30pm ET (today) she had not called. There is still no decision as to whether or not the iRobot company representatives are required to do what they say they will do.Desired Settlement: During my technical support discussion with supervisor [redacted], he said he was going to send me a BRAND NEW unit and I verified that at least twice. That's all I want but now I want it shipped overnight.

Business

Response:

To Whom It May Concern,

We have been in contact with [redacted] and we feel as though the matter has been addressed.

We are replacing the robot she has with a new [redacted] Retail kit. We are considering the matter resolved as we are replacing the robot as she has requested.

The original robot was outside of the warranty period and since she had been advised we are repalcing the robot with a new unit we are doing so.

Below is the email we have sent to her:

Dear [redacted],

Thank you for contacting iRobot Customer Support.

We have received your complaint with the Revdex.com.

The robot you had received was not new which is the source of the issue.

We are sending a robot to you which is brand new and not remanufactured.

We discussed about sending a chassis. I have arranged for a retail kit to be sent to you.

We will look into the other matters you have brought up internally.

The replacement robot will arrive in the next few days.

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

I would like to add that altho I wish the incident hadn't escalate to this degree, it was a pleasure speaking to and dealing with [redacted]. I agreed to accept just the robot, as long as it was new and thought that's what I was getting. Out of the goodness of his heart and above and beyond "doing the right thing" he sent a brand new updated retail box version which includes all the extras. I was pleasantly surprised to find that it also included the turbo charger cradle. Thank you [redacted] and iRobot.

Review: I ordered the iRobot 630 from the iRobot website. When it arrived, it was missing a way to charge the unit. I went on chat support this morning where I spent 10 minutes before being told I had to call Sales Support. I spent over 17-1/2 minutes with the first phone representative, who told me that I had bought a "service" unit, which meant that it was a replacement (though I never had one before to replace), and that the 'full' unit cost $100 more. I asked her to look at the email I received, which did not indicate "service" unit, but she dropped my call and did not call back even though I had given her my phone number in case that happened. I called back and spoke with another representative who told me the same thing, and who then referred me to a supervisor who said that if I had searched for the unit, I might have reached the page inappropriately as the "service unit" price that was not supposed to be available to the public. The company is aware of this problem but have not corrected it.

My complaint is that the company will not honor the price I paid for the unit and that they confirmed by email (a later shipping email was slightly different from the order confirmation email in that it described the unit as a "service" unit, however: 1) I didn't have a need to read the whole email when I could see enough of it to know that it had shipped; 2) seeing the word "service" would not have indicated to me that I would receive an incomplete product ("service" unit, to me, would seem to describe the product as a workhorse.)) But neither the website, nor my confirmation email indicated that I had purchased anything less than the full product. (see attached for order page and confirmation email.)All the company offered to do was accept the unit back or charge me more for the product I thought I had ordered in the first place.

I am a small business owner (author), and if my website provides incorrect information and I receive an order, I still honor that order, even though I lose money on that sale. I doubt iRobot would lose money on the sale if they actually fulfilled the promise implied by their accepting my order (see attachment)Desired Settlement: Provide a complete unit as per my original order, not missing any parts and not at an increased charge.

Business

Response:

To Whom It May Concern,

The customer has accessed an area and an item which we use interenally for customers who encounter a difficulty with their Roomba which requires the Roomba to be replaced, and they are outside of the warranty period. We are uncertain how the customer entered that area of our web site.

We do list what is included on each selected item, and the product selected does reflect a Roomba and an Aerovac Bin, a battery, charger, and other accessories were not included.

We have contacted the customer a shipping label has been issued. The customer indicated that it was not received and another has been sent. We have sent the following email to the customer yesterday and we have not received a response from [redacted]:

Dear [redacted]:

Thank you for contacting iRobot Customer Support.

A shipping label had been sent and UPS indicated it would have arrived via email by 6/8. As you have indicated that had not been received we are having another sent. The label is coming from UPS, rather than iRobot. We would encourage you to check your spam filter, in case your system thought it was not something you were expecting.

The product you have purchased, we are uncertain how you received that link, it is only one which we use internally for customer who encounter difficulties with their Roomba, outside of the warranty, in which they need only the robot replaced.

We do have on the web page, for this item, what is included in the box, which this item shows only the Roomba and an AeroVac Bin.

We do apologize for the confusion, but we do have on the web page what is included on items selected. We will process a refund for the robot when it is received.

Please let me know if you have any questions.

Thank you,

[redacted].

iRobot Customer Support

Consumer

Response:

I want to wait to get my refund before closing this complaint, but I remain disappointed that the business doesn't care about the Goodwill of the customer and won't honor an order it accepted due to errors it acknowledges are on its own website.

Business

Response:

To Whom It May Concern,

The tracking number does show the robot has been received and we will be processing the refund.

We do understand the customer wanting to leave the complaint open until the credit has been issued.

We are disappointed in the situation, we have stated in our response that we do show what is included when an item is selected, and we are unable to comply with the request of the customer.

Please let us know if any additional information is needed.

Thank you,

iRobot Customer Support

Consumer

Response:

Business

Response:

To Whom It May Concern,

We have processed the refund for the customer on 6/20/14. The credit will appear on the customer's credit card statement 3-5 business days after that date.

Thank you,

iRobot Customer Support

Consumer

Response:

Review: I purchased a $400 Roomba vacuum cleaner from HSN that was defective. I contacted Irobot and they sent a mailing label for a return. I explained that I could not be without a vacuum for more than a day or two and they PROMISED that as soon as my roomba was put in the mail they would send out a new one. I should only be without a vacuum for a total of three days. Starting at day 5, I call them and hear their empty pro isles about how it is in transit and "due there today at the latest." This was over two weeks ago. I told them if I didn't have the new cleaner by last Monday I wanted a full refund...it is still not here. I can not get my money back from HSN because Irobot has my vacuum so I have nothing to return. They have my money and the defective product. This company has lied to me almost daily and should be shut down.Desired Settlement: Refund my discover card $399 plus tax and shipping and handling, $450.00. Immediately

Business

Response:

To Whom It May Concern,

We are working with Ms. [redacted] in processing a refund for the robot.

At the moment she has received a copy of the receipt from HSN, and she is in the process of getting a copy of the receipt to us. When this is received we will be able to have a check sent to her for the amount she paid for the robot.

Please let us know if there are any questions.

Thank you,

iRobot Customer Support