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Neato Robotics, Inc.

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Reviews Neato Robotics, Inc.

Neato Robotics, Inc. Reviews (103)

Hello Neato Customer,
Someone from the call center will be contacting you shortly requesting your address as we will be sending you a new battery
Please provide the information requested as soon as you get a chance
Thanks,
Customer Care Team

Dear Customer and Revdex.com,
We were relayed that information My apology if that was not correct We made sure the accessories went out and they did with USPS tracking *** */
Thanks,
Neato Robotics

Neato is very sorry about the customer's experience
Neato robots come with a one-year warranty parts and labor, the customer, purchased original robot back in July 2014, making his original warranty expired on July of Neato is very sorry about customer's issue, but he is months past the
warranty period, and we need to refer him to Funai, our out of warranty service repair company
Thanks,
Neato Robotics

Dear Revdex.com and ***
We can definitely provide a tracking number on a new robot Please give us 2-days to get the robot out
Thanks and take care,
Neato Robotics

Hello Mr*** and Revdex.com,
The warranty on the robot is from the original date of purchase which is September This is well out of warranty and why the customer was referred after much troubleshooting to our out of warranty partner That said, reading through the case
notes, it looks as if new batteries may be needed We can send you some new batteries to try first in good faith
Thanks and take care,
Neato Robotics

Neato Robotics has agreed to evaluate his unit, and an email has been sent to the customer advising him that we will have his unit evaluated by one of our engineers, but he needs to reply to our call center to obtain information about what needs to be done on his part
We are also willing to pay for the shipping cost as well, so please ask the customer to contact the call center so we can start the process
Neato Robotics customer care

Revdex.com:I have reviewed the response and find it absolutely acceptableI loved my neato vacuum when I first received it, when it broke down your company was fantastic in getting me a replacement oneUnfortunately the replacement one was bad out of the box, I started the complaint with the replacement one when it was still under warranty, unfortunately I failed to follow though with getting the replacement fixed until now, so this is partially my faultThanks for working with me and getting the replacement one up and runningI look forward to using your products in the future.
Sincerely, *** ***

Complaint: ***I am rejecting this response because:Complaint: ***I am rejecting this response because:I would be happy to accept this offer if I can be provided with a tracking number because you see they have already promised to send new unit and never didProvide tracking number and I
will accept offerSincerely,*** *** Sincerely,*** ***

Hello Neato Customer,
We are sorry for the experience you are having with your Neato Robot and as a Neato customer we want you to be happy with our product
Would you be willing to send your Robot to our corporate office for engineering evaluation? If you agree, we can send you a prepaid
shipping label along with shipping instructionsIf for any reason your Robot is unrepairable, we will communicate with you and see what other options are available
Thanks,
Your Neato Customer Care Team

Initial Business Response /* (1000, 10, 2015/06/01) */
Dear Revdex.com,
Thank you for providing the communications for your Complaint Number XXXXXXXX for *** *** in ***, ***Neato Robotics is eager to provide clarification for understanding for all customer
concerns
Upon reviewing the support case for this complaint, it is documented that *** *** had purchased a Neato XV-in September from Best Buy, an authorized reseller of Neato RoboticsAll newly purchased Neato robotic vacuums from authorized resellers are accompanied with a one (1) year manufacturer's limited warranty from the date of purchaseIn this case, the warranty period for the Neato XV-purchased by *** *** expired in September Further review of the support case indicates a support team member had offered a resolution to *** *** on April 29, 2015, as the best recourse for his out of warranty productExtron Services is the authorized repair facility for out of warranty repair and services for Neato vacuums
In summary, the Neato Robotics Limited Manufacturer's Warranty applies to all newly purchased Neato products from authorized resellers up to one (1) year from the original purchase dateNeato Robotics will continue to provide technical assistance and troubleshooting for all out of warranty productsAll post-warranty repairs and services are provided through Extron Services
Regards,
M ***
Neato Robotics
Initial Consumer Rebuttal /* (3000, 12, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Neato left out some very important facts1-The Neato I purchased in Sept was replaced by neato with a new unit in May of (less than months after purchase) because it could not be repaired2-Neato will give a year warranty on original purchase but not a replacement3-I had to call Neato 5+ times to finally be offered Extron services (which you pay money with no guarantee of a fix)It sounds like Neato products only last about a year considering this is the 4th unit I have bought and non of them work nowI will be sure to never purchase another neato and let my friends and family to avoid a product that its own company does not stand behind
Final Business Response /* (4000, 14, 2015/06/17) */
Dear Revdex.com,
The rebuttal by *** *** was reviewedAs previously indicated, the manufacturer warranty for the Neato is one (1) year from the date of the original purchased productTherefore, the warranty for the Neato purchased by *** *** expired in September A product replaced during the warranty period does not extend the warranty beyond the original one (1) year warranty periodOur agents were accurate in providing the best recourse to *** ***We regret if he feels otherwiseAll post-warranty repairs and services are provided through Extron Services, which was provided in communication on April 29,
Regards,
M***
Neato Robotics
Final Consumer Response /* (4200, 18, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm very disappointed in Neato RoboticsThey are losing a good customer because of their stubbornnessLike I said previously, this is my 4th Neato unit and unfortunately will be the lastI had high hopes that Neato would stand make this situation right but sounds like M*** will not budge

Initial Business Response /* (1000, 7, 2015/09/01) */
Dear Revdex.com,
Thank you for providing the communications for your Case Number XXXXXXXX for *** ** in ***, ***Neato Robotics, Incis eager to provide a resolution or clarification for all customer concerns
Our
records indicate *** ** had purchased a new Neato Dfrom AimToFind.com on July 14, 2015, and a LIVE CHAT session began with our support team on July 15, The support case was later transitioned to RMA XXXXX as an Advance Exchange, and a replacement was shipped to *** ** on July 28, Upon receiving the non-functioning Neato Dfrom *** **, an in-depth analysis was performed by our engineering department to determine the root cause of the failureOur engineers have determined that the returned Neato Dwas heavily modified internally and externally from its factory-condition, therefore void of the warranty
Our support team had received another LIVE CHAT session from *** ** on August 4, regarding the warranty replacement that was shipped to him on July 28, The support case was later transitioned to RMA XXXXX, and efforts were made to retrieve the Neato Dfrom *** ** for failure analysisUpon receiving the non-functioning warranty replacement Neato D(RMAXXXXX), an in-depth analysis was performed by our engineering department to ascertain the root cause for the second failure of a Neato Dfrom *** **Upon the conclusion from our engineering department, it was determined that both Neato Dunits had sustained remarkable external and internal modifications that would greatly affect the performance and usability as intendedAs indicated in the Neato Robotics, IncLimited Manufacturer's Warranty, the warranty claim is voided for problems or damage resulting from accident, abuse, misapplication, or any unauthorized repair, modification or disassembly or opening of the chassis of the product
As a result, Neato Robotics, Inccannot provide a warranty replacement Neato for *** **, as the abuse and modification is a direct conflict with the warranty policyHowever, out of customer consideration, the Neato engineers will consider repairing the Neato Dto its original factory-condition stateThe Neato Dthat is to be repaired and returned to *** ** will not be eligible for future warranty claims
A hard-copy of this response and images of the damage will be provided to the Revdex.com to satisfy this claim
Regards,
M***
Neato Robotics, Inc
Initial Consumer Rebuttal /* (3000, 14, 2015/09/02) */
Also, please keep in mind that I also sent in my home base and charger for the robot, so I don't have that in my possessionI appreciate your consideration of repairing my Neato, but I would also need my home base and charger back or a new one sentThanks
Yes, the first one I sent it I tried to fix by reorienting the o-ringHowever, the second time I sent in my Neato, I did nothing to itThe pictures show the first replacementYou still have the second defective robot I sent inThat's $you have of my possession
Revdex.com, this comment response will be a sum up of everything I said beforeI first bought the Neato BotVac D75, and I had problems with it on the day I arrivedI contacted support, and was given case number XXXXXThey would send me a new BotVac, and I would send them mine backMy engineer working with me tried to fix and diagnose the issue to enhance the review I would post on my review site: http://greatgadgetsandmore.com I received my replacement, and after a few weeks, the new replacement I received started having issues againI was given case number XXXXX, my current caseCody, the customer service representative, told me that I had to send in my defective BotVac Dand they will send the BotVac Das a replacementHe informed me of the tampering of the first robot Neato received, and verified with me that the second defective Neato I would send in will not be tampered withI only used the second replacement regularly, and have not opened it at allI got confirmation the that has deliveredI see your response attachment shows the first BotVac I sent in, and I have acknowledged that it was been openedCurrently, you have my replacement BotVac DI received from the first case, and I have no robot at allI have paid $for the robot, and I am asking for a repair for the second replacement I sent in since that has not been touched, or a replacement, either a Dor a DA replacement would better suit me since I can finish up my reviewNeato Robotics, please email me directly to resolve this issue or please call me at XXXXXXXXXX, I'm available 9-5pm ESTThank you and I really hope we can figure this out and sorry for any issues and inconveniences
If you could repair my Neato I sent in the second time or send me the BotVac Dor Dreplacement, I will be satisfied and will leave a good review on my review site
Ok, I will accept a repair of my Neato BotVac DPlease inform me of the tracking number once you have thatThank you

Dear Revdex.com,
Thank you for providing the response from *** ***As previously indicated, the point of sale date for the Neato Robotic XV-purchased for *** ***’ case is December 16, The manufacturer’s one (1) year warranty begins from the original point of sale date, and does not transfer to subsequent replacement unitsWe can approve a one-time exception to replace the out-of-warranty Neato Robotic XV-21, solely out of customer considerationHowever, we cannot provide a refund due to the warranty expired in December The out-of-warranty replacement will be setup as ‘Return and Replace’, and we can arrange to send a complimentary prepaid FedEx shipping label for the return of the unit to the designated warehouse for processingOnce the returned XV-is received and verified, the complimentary replacement will ship*** *** should anticipate receiving the prepaid shipping label to the email address on file for this Revdex.com complaint within the next 24-hours. Best Regards,** ***Neato Robotics, Inc

Complaint: ***I am rejecting this response because: The didn't address my issue in the leastI know what the warranty period isThe fact that a battery can "go bad" in three and a half months is ridiculousObviously the battery was already bad and the fact that they won't take responsibility for this is ridiculous. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Hi ***,
I have never spoken to or received any accessories from *** everything is NOT working fine.
I have not received the batteries as promised by the businessThey stating they would ship me the batteries is the only reason why accept the resolution.
Right after I emailed you the original email stating it's been three weeks and still no batteries.
I received an email from Conor in their tech-support stating he would ship the batteries and new filter out to me.
I have attached a screenshot of that email.
This is becoming ridiculous they need to provide me a tracking number so I know when the batteries where shipped and when I will receive them.
thank you
On Tue, Jun 6, at 10:AM *** S wrote:
Good morning,
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear Sir,
We are writing in response to your warranty claim regarding your Neato Robot Model Dreceived on 09/14/
Our call center is open seven days a week, and our goal is to provide a positive customer experience, but unfortunately, we do not see any records of you reporting
any issue with your replacement Robot until September 13,
We feel very sorry to inform you that after going over your case and examining all of the case notes, your claim has been denied
Neato Products come with a one year warranty from the original date of purchase, and at times, we make an exception where only a few days have passed the warranty periodHowever, when looking at your case, you are eleven months past the warranty period
As an alternative, you can contact our third party repair shop, Funai; they have a lot of experience in handling out of warranty repairs
Neato Robotics Customer Care Team

Initial Business Response /* (1000, 10, 2016/01/01) */
Dear Revdex.com,
Thank you for providing the communications for your case number XXXXXXXX for *** *** in Bellingham, WANeato Robotics, Incis eager to provide a resolution or more clarification for all customer
concerns
A review of our support records indicate the Neato XV-Series for this case was gifted on February 10, As indicated in the Neato Robotics, IncLimited Warranty, all newly purchased Neatos from an authorized reseller include a one (1) year manufacturer's warrantyRecords indicate the expiry date for the Neato XV-Series for *** *** was February 10, The warranty period expires one year from the date of purchase, and does not continue with warranty replacement units
Out of customer consideration, we can allow one (1) exception for this post-warranty Neato XV for *** ***Since the original warranty has expired, the replacement Neato will not include a warranty, and will not be eligible for replacementIn addition, the RMA will be setup as Return-And-Replace*** *** is to return the Neato to the designated return locationAn automated email will be sent to *** *** after the RMA is in-progress with detailed instructionsTo start the process, Ms *** is the reply to the Revdex.com complaint with the serial number for her current Neato
Regards,
M ***
Neato Robotics, Inc
Initial Consumer Rebuttal /* (2000, 12, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear M ***,
I appreciate the cordial responseI would be willing to send the Neato back in exchange for a Return-and-ReplacePlease let me know where I need to send the NeatoThe serial number for my current Neato is NSN: WTDXXXXXDD-XXXXXXX

Hi Rodney,
I responded to the claim above, however, I provided the wrong tracking numberI will send you an email later today with the correct tracking number
Thanks,
Pedro

Dear Sir,I understand that you are having an issue with your Robot XV-Pro which you would like Neato Robotics to get it fix.I would like to have our Customer Support team send you a prepaid shipping label so you can send your Robot to our Corporate office and have it evaluated and possibly fixed by
our engineers at no cost to youIf this is OK with you, we can start working on the shipping label and send it to you ASAP.Thanks,Neato Robotics

Initial Business Response /* (1000, 5, 2015/06/25) */
Dear Revdex.com,
Thank you for providing the communications for your Case Number XXXXXXXX for *** *** in Oklahoma City, OklahomaNeato Robotics is eager to provide more clarification or a resolution for all customer
concerns
In review of our case notes from *** ***, it has been documented that his Neato was kept in storage for extended periods of time since 2013, which can severely impact the battery life for most devicesWithout the proper battery power, the Neato cannot operate at its optimal performance
Information is readily available on our website at www.NeatoRobotics.com, to assist our customers in maintaining their NeatosThe following F.A.Qcan be found in our support section regarding how to store a Neato for extended periods -
Store Neato with the batteries disconnected, or turned OFFIf you are going away and won't use your Neato robot for an extended time, charge the batteries fully and then disconnect them for storage (see How do I disconnect Neato's batteries)
When you want to use your Neato robot again, reconnect the batteries and fully charge your NeatoFor instructions on how to reconnect the batteries, see instructions to replace Neato's batteries
Out of customer consideration, we can provide *** *** with a complimentary set of Neato XV-Series batteriesHowever, due to the expiration of the Neato Robotics, IncLimited Warranty in October a warranty replacement cannot be processedIf any additional repair is needed, we will be happy to connect *** *** to a partnering facility that specializes in repairing Neato vacuums
Best Regards,
M***
Neato Robotics
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Am I being answered by an automated system? This is the same kind of help I've gotten from Neato since I bought the vacuumI put the vacuum in the hall closet to store it because Neato kept telling me to try different things with the vacuum and at that time I worked outside the U.SI told them that I would be leaving and I would call them when I returned repeatedlyNobody from Neato ever told me to take the batteries out when I leftThe only reason the vacuum is out of warranty is because Neato has put me offThe vacuum is brand new, it has never cleaned one room, not even a square foot area has the vacuum movedI've already purchased new batteries and the vacuum still does the same thing giving an error that it is unable to navigateIs a human reading this? I do not want to keep this going for years, that's why I've contacted the Revdex.com, I've already explained all of this in the original complaint
Final Consumer Response /* (3000, 19, 2015/07/27) */
I received a return RMA email Friday and sent it off Friday thinking any other time in my life using an RMA number the vacuum was going to be replacedI've give Neato plenty of chances to deal with this issue, every time starting all over from the beginningNow after reading the Revdex.com response by Neato days after getting Revdex.com return fedex email by Neato now I know why I returned the vacuum, to be analyzed by a 3rd partyOnce again this is only out of warranty because of Neato taking no action when they had every opportunity to take actionThe Revdex.com emailed link has a accept and don't accept area only I don't know what to select
Final Business Response /* (4000, 22, 2015/08/05) */
Dear Revdex.com,
Thank you for providing the rebuttal from *** ***, as we are eager to provide clarification for his concern
As previously indicated in our response on July 17th, a prepaid shipping label would be sent to *** *** to have his Neato XV-returned for analysisThe unit was received at Neato HQ on July 22, Upon examining the returned Neato XV-11, it was noticed that wheel springs were missingIt cannot be determined conclusively on the time-frame of the missing wheel springsOut of customer consideration, we had provided *** *** a replacement upgrade from his returned Neato XV-to a new Neato XV Signature, which is a model that is still being manufacturedShipping records indicate the new Neato XV Signature was shipped to *** *** via FedEx tracking number XXXXXXXXXXXX, and was delivered on Saturday, August 1,
Only through effective and timely troubleshooting can Neato Robotics assist our customers in resolving many of their concernsWhile we cannot determine the exact cause of the issue at hand, Neato Robotics has made a valiant effort to resolve this issue in a manner that is best for both partiesA replacement upgrade (Neato XV Signature) was provided solely out of customer consideration
Regards,
M ***
Neato Robotics

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Address: 8100 Jarvis Ave Ste 100, Newark, California, United States, 94560-1192

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