Neato Robotics, Inc.

Complaint: ***91I am rejecting this response because: new robot was only months old.Sincerely,*** ***

Dear Neato Customer,
Neato Robots come with one-year manufacturers defect from the original point of purchase if the customer is having issues with his/her Robot within that year of warranty and Neato cant find a solution there are a few exceptions where we may provide a refund for the
purchase priceBy looking in our database customer never reported any problems within his warranty period to our call center
Unfortunately, this claim has been denied
Thanks,
Neato Customer Care

Dear Customer and Revdex.com,
We looked into the case The reason the replacement was rejected is because the robot was purchased from a non authorized reseller on eBay When Neato's or any other product is purchased from Ebay or another marketplace(private seller), the unit may be
used or tampered with That is why in our warranty information we mention authorized reseller We cannot have control on these We mentioned to the customer they should take back and be refunded from the person they bought the Neato from Also, the price was lower than the sales price based on the Ebay receipt
In good faith we will replace your unit as the customer may not have known they bought from an unauthorized reseller, but please know going forward, there will be no warranty on this one as we are making a one time exception
regards,
Neato Robotics

***Document Attached***From Neato's website instructions, it showed that it's not required to have boundary for stairs unless it "continuous to have problem with stairs" (Neato Order)

Hello Neato Customer,
Out apologies to the experience you have been going through, you will be getting your new replacement robot no later than next week
Please let us know if you need further assistance
Thanks,
Neato Customer Care

After reviewing customer's claim, it was noticed that the customer had an issue with their original Neato Robot back in Nov which Neato honored the warranty with a new oneAt the time the new RMA was created their Robot's warranty had just expired
The customer has mentioned that the
new replacement Robot only worked for two months after they received itAfter going through our support records, we did not find any issues reported by this customer, not until 08/25/
We intend to stand behind the warranty of our products, but unfortunately, customer's Robot is nine months past the warranty periodWe can refer the customer to Funai, our third party repair shop, to further address her issueOnce again, we apologize for the inconvenience

Complaint: ***
I am rejecting this response because:If you would like to reimburse me $1300, I will be glad to send you the Dback to youI believe anyone would be upset if they had to throw vacuum in the trash, because they broke a little after a yearI purchased your products also in good faith.
Sincerely,
*** ***

Neato is very sorry about the experience you had with you Neato Botvac D
Unfortunately, per the company limited Manufacturer's Warranty, all Neato-Certified Refurbished products come with three (3) month warranty period, and since you purchased the robot over six months ago, your robot warranty
has already expired
Thanks,
Neato Robotics Customer Care Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is relatively satisfactory to meI want to note, that despite having a one-year warranty, I have gone through THREE of their products in less than two yearsWhile I will accept the replacement (again), it is not my desired outcomeHowever, it looks like it is the best I'm going to getAnd I confirm that I received the return shipping label.Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. How do we make arrangements for the new battery? Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/11/03) */
Dear Revdex.com,
Thank you for providing the communications for the Revdex.com Case Number XXXXXXXX for [redacted] in Milwaukee, Wisconsin. Neato Robotics is eager to provide a resolution or clarification for all customer concerns.
A...

review of the support cases for [redacted] indicates he had purchased a Neato XV-21 on May 6, 2014 from Amazon.com. All newly purchased Neato Robotic Vacuums from authorized resellers, such as Amazon.com, include a one (1) year manufacturer's warranty from the date of the original purchase. The manufacturer's warranty for the original purchased Neato XV-21 expired on May 6, 2015. All warranty replacements during the warranty period does re-start the warranty. Out of customer consideration, [redacted] was approved for an out-of-warranty replacement exception of his Neato XV-21. As previously indicated, the warranty cannot be extended from the original warranty period. We can, however, offer [redacted] a complimentary prepaid shipping label for returning his Neato XV-21 for a replacement. Please note, this exception is solely for the express purpose of customer consideration for a post-warranty Neato. Generally, all post-warranty services are handled through our authorized repair facility. With [redacted] Butter's acknowledgement, arrangements can be made to setup a Return-And-Replace RMA and provide a prepaid shipping label.
Regards,
M. [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (3000, 13, 2016/01/04) */
Hello. I really am not interested in a Neato vacuum without a warranty. I have had 3 units that have failed before reaching 1 year of age. In fact, the 3 units lasted a combined 15 months of service so the average life span is 5 months. I doubt that an unwarrantied unit would last any longer as the company would have no incentive to send me a reliable unit because they would have no responsibility for it's performance. I would like my investment in the Neato company refunded including my purchase price and subsequent shipping charges that I have accrued - with this arrangement Neato can pay for the shipping of their expired unit to their facility if they choose. Or I am willing to accept a new (non-reconditioned) Neato vacuum unit with the maximum warranty and no further monetary charges to me so that Neato may stand behind their product. -[redacted]
I am very sorry that I missed the deadline for this. Between school and work, it slipped through the cracks. If I could reopen the case, it would be very appreciated. Have a good day.
[redacted]
Final Business Response /* (4000, 15, 2016/01/19) */
Dear Revdex.com,
Thank you for providing the rebuttal for [redacted] for your case number XXXXXXXX.
As previously indicated, the Neato XV-21 purchased by [redacted] included a one (1) year manufacturer's warranty, which expired on May 6, 2015. The warranty only applies to purchased products and begins on the date of purchase. Extended warranties are the responsibility of the purchaser.
We feel that our offer of providing [redacted] with a replacement for his out of warranty Neato-21 was more than fair. We are sorry if [redacted] feels otherwise. Our previous offer is beyond our exception for customer consideration, and is still available for [redacted].
Regards,
M [redacted]
Neato Robotics, Inc.
Final Consumer Response /* (4200, 17, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently neither myself nor Neato has faith in their product. I do not have faith in the product because 3 units in a row have failed me - my original purchase failed right out of the box. Neato shows lack of faith in their product by refusing to warranty a third replacement despite the fact that 3 units (Original purchase + 2 replacements) in a row have failed before 1 year of service (1 year is the duration of the warranty). I would like have a new Neato XV-21 with an extended warranty, and also an agreement that I will not incur any further costs (ie. shipping) due to product failures.
"Fair" as it was put in the proposal is not to sell someone a faulty product, replace it at the cost of the consumer ($25 per replacement in shipping costs) with another faulty product, then replace the replacement with another faulty product, repeat as needed until 1 year runs out, then tell your consumer that they can have another product that is not under warranty so that when the final replacement fails, your hands are clean. That is creating loopholes for yourself (Neato Robotics) so that you may never produce a reliable product and also to never fully stand behind its performance.
I do not accept the repeated terms proposed by Neato Robotics.
-[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Please have someone from customer service contact me to send pre-paid label to send product back for repair.
Sincerely,
[redacted]

Hello Neato Customer,
 
Unfortunately, there is nothing that we can do for this case as the product warranty has already expired.
 
Thanks,
 
Neato Customer Care

Dear Revdex.com,Thank you for providing the rebuttal from [redacted]. As previously indicated, the [redacted] XV Robotic Vacuum purchased by [redacted] had a limited warranty that expired on November 12, [redacted]. The [redacted] XV Robotic Vacuum was purchased on August 12, [redacted] as a certified refurbished model from [redacted], which included a 90-day limited warranty. [redacted] is the authorized repair facility for post-warranty [redacted] XV models, such as the XV model purchased by [redacted]. The website for [redacted] is secure for processing credit card payments, and has not encountered any security compromises. For the convenience of this complaint, the URL for [redacted] is provided - https://www.extronservices.com/neatorepair/.Best Regards,M. Brown[redacted], Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)I know I got a refurbished model, but I barely had it for 3 to 4 months when it started to fail. I'm a bit disappointed. Isn't that a pretty bad failure rate even for a refurb?Not just from that, but customer service was supposed to contact me via email about what the next step was supposed to be when I did live chat with them in Jan. He said he was going to ask his boss about doing a replacement, and would reply back in 2 business days. I waited for 2 weeks. Got nothing. I even contacted them through email right after I submitted a complaint through Revdex.com and have not received a reply. It is a pretty common trend according to the comments left by [redacted] users. Nice save by [redacted] by the way with updating Extron to say that it's now authorized to perform repairs. When I checked it out after their first response, it said they weren't authorized in that same spot on the website. I did a little research and other consumers have said that it's better to throw it out. Not worth repairing since it costs just as much as a new one! http://www.robotreviews.com/chat/viewtopic.php?t=17544&f=20I think I might just throw out the vacuum and save up for a better one. Thanks, Revdex.com for your help. At least I was able to get a response from them with your help.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
NEATO can contact me via email ([email protected]) regarding getting the pre paid shipping label to me. 
I thank NEATO for resolving this issue correctly and the Revdex.com for assisting in this matter. 
Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, Jason [redacted]

Dear Sir/Madam,
We are writing in response to your warranty claim regarding your Neato Robot Model XV Sig Pro which was received on 09/03/2017.
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 Robot not until August of this year.
We feel very sorry to inform you that after going over your case one more time and examining all of the case notes, your claim has been denied.
Neato Products come with a one year warranty from date of purchase, and at times, we make an exception where only a few days have passed the warranty period. However, when looking at your case, you are more than six months past the warranty period.
As an alternative, you can contact our third party repair shop, LMR; they have a lot of experience in handling out of warranty services.

Complaint: [redacted]I am rejecting this response because:
Most Recent Message
Date Sent: 11/6/2017 8:33:38 AMRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. How do we make arrangements for the new battery? Sincerely, [redacted]Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]