Neato Robotics, Inc.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
I received a new product which malfunctioned prior to 1 year.

Dear Revdex.com and Customer,
 
The [redacted] box is not Neato Customer Care.  We take our support very seriously and have great marks there.
 
We would love to assist you through our customer care channel and get this taken care of asap and get your Neato up and running.  We were able...

to locate a couple old contacts you made with customer care(not [redacted]) and multiple emails from support were sent with no reply from yourself.  The last one checking on you was on April 11th. 
 
Again, we would love to take care of you and looks like this is just a misunderstanding on the support channel.  We will have someone reach out to you via email but would prefer is you can leave us your phone number, to contact you there.
 
Thanks,
 
Neato Robotics

Initial Business Response /* (1000, 5, 2015/10/05) */
Dear Revdex.com,
Thank you for providing the communication for your Case Number XXXXXXXX for [redacted] in Soquel, California. Neato Robotics is eager to provide a resolution or clarification for all customer concerns.
Upon...

reviewing the case number provided by [redacted], the serial number (KSHXXXXXHH-XXXXXXX) for the Neato XV Signature provided to our support team indicates the Neato was manufactured in June 2014. It is likely the Neato XV Signature may have the latest software already installed. However, previous support case notes do not indicate a support agent had obtained the Neato's current software version to provide assistance regarding the latest availability. To find the version of software the Neato robot is running click the MENU button on the home screen. Select "Support" then "Show Revisions." The software version is the number after "SW" on the screen. Once the current software version is provided, our support team can indicate if a newer software version is available. [redacted] can provide that information in response to this Revdex.com case for further assistance.
Regards,
M. [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the time of the session with Neato Tech Support I requested that they walk me through a software upgrade of the robot. The robot currently runs version 3.2. The latest software is version 3.4. The tech said she couldn't help me with the software upgrade and that no one in tech support could help me. That was the last I heard from Neato. Neato has ongoing problems with their software uploader which they need to address.
Final Business Response /* (4000, 15, 2015/11/12) */
Dear Revdex.com,
A Neato XV Signature was received at the Neato Robotics Headquarters for evaluation of the concerns indicated by [redacted].
According to this Revdex.com case, Mr. [redacted] was concerned about the availability of a software update. Our record for support case number XXXXX indicates Mr. [redacted] had contacted the support team regarding navigation issues. Upon examining the returned Neato XV Signature, it was determined the navigation concerns expressed by Mr. [redacted] were not the direct result for the need of a software upgrade. Neato products themselves are fairly complex - precision optics on a rotating platform, dozens of moving parts, tight tolerances all operating within an environment with tons of dirt and vibration. It is recommended to clean all sensors, brush area, wheel area and LIDAR of any excess of debris to assist the Neato in performing for many years. Excessive debris in these areas will not allow the Neato to perform with the best programmed behavior, which also includes navigation. The returned Neato XV Signature was updated to the software update, as requested by [redacted]. However, in order for [redacted] to fully experience the benefits of owning his Neato, we are requesting him to consider cleaning the sensors, brush area, wheel area and LIDAR as outlined in the support page located at www.NeatoRobotics.com. We will return [redacted]'s Neato to him on Monday, November 16th via FedEx Ground.
Regards,
M. [redacted]
Neato Robotics
Final Consumer Response /* (4200, 17, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This complaint started on 9/18/15. It's been almost 2 months of haggeling to get Neato to repair the cleaning robot in question. Neato's solution of updating the software but not repairing the robot is unacceptable. Given the amount of time involved, Neato should have cleaned the unit and made sure it was in good operating condition before returning the unit. Neato is sending a clear message that customer satisfaction with their products is unimportant. The only solution that is acceptable after the amount of time this has taken is to restore the robot to full working condition.

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 has offered to send the side brush belt I will replace it myself. A suggestion that future designs are easy for customer to change belts. 
Sincerely, [redacted]
Please send belt to 
[redacted] 
[redacted]
[redacted]

Hello Neato Customer,
Out robots come with a one-year manufacturers warranty from the point of purchase, and as indicated by you claim you purchased your robot on Jan 2015 which is two years past the warranty period.
Unfortunately, there is nothing that we can do at this we do suggest to...

contact our OOW service [redacted] for further assistance.
Thanks,
Pedro

Initial Business Response /* (1000, 8, 2015/08/05) */
Dear Revdex.com,
Thank you for providing the communication for your Case Number XXXXXXXX for [redacted] in [redacted].
Neato Robotics is eager to provide clarification or a resolution for all customer concerns. We...

appreciate the feedback regarding the recent RMA claim experience from [redacted]. Please accept our most sincere apology in this instance as we continually strive to focus on improving our services.
All Neato Robotic Vacuums purchased as new products from authorized Neato Robotics resellers are sold with a one (1) year manufacturer's limited warranty from the date of purchase. For this case, the purchase date for the Neato XV Signature Pro was October 23, 2013, in which the warranty had expired on October 23, 2014. Any exceptions to the warranty would require corporate approval before the support team provides any promises to our customers. We apologize if this was not the case with [redacted]. Our support case XXXXX was reviewed, and a one-time exception has been made to RMA the Neato Botvac 85. It is our current warranty policy for all claims processed 30 days beyond the purchase date to be processed as RETURN AND REPLACE. [redacted] can send his non-functioning unit to the following address, listing the RMA number on the package - RMA XXXXX. Once the unit from [redacted] has been received and verified, a replacement Neato Botvac 85 will ship to him. The non-functioning unit is to be shipped to -
Neato Corp - RMAXXXXX
c/o Funai Services Corp
Attn: [redacted] XXXXX
Since this is considered an extraordinary exception to our warranty policy, the newly replacement Neato Botvac 85 that will be shipped to [redacted] will not be accompanied with an extension of the one (1) year warranty from the original date of purchase of October 23, 2013.
Regards,
M. [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (3000, 10, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company waited until the VERY LAST day of the complaint period to contact me. They did offer a replacement, but this has gone on for over a month, so I have fixed the device myself.
I am tired of dealing with Neato and will not purchase any product from them again.
A side note. The 3rd party company I was told that would be contacting me to arrange an analysis of my vacuum never called or tried to contact me.
Please close this case as I am done with Neato, but I am not satisfied in their company or practices at all.
Final Business Response /* (4000, 12, 2015/08/25) */
Dear Revdex.com,
In response to the rebuttal for [redacted], Case Number XXXXXXXX, an exception was offered to replacement the non-functioning Neato Botvac 85 out of customer consideration under our support RMA XXXXX. As indicated by [redacted], he has elected to repair the Neato himself, and has asked to close the Revdex.com case. We will close our support case was well.
Regards,
M. [redacted]
Neato Robotics, Inc.

We apologize for the issues you are having with Funai's out of warranty service and we are reviewing with them.  The Revdex.com complaint should be with them and not Neato Robotics.
 
That said, we would be happy to work with Funai and get your problem resolved ASAP.  We will make sure...

they contact you and get you either a replacement or your robot fixed.
 
Sincerely,
 
Neato Robotics

Dear Revdex.com and Customer,
We apologize for the inconvenience. 
 
We reviewed the case with customer care.  There was a past email correspondence on April 22nd sent to the customer and was never responded to on setting up an RMA.  We also asked for a proof of purchase in...

that email and it was never sent from the customer.  After that a different name contacted and that is where the confusion occured. You are eligible for replacement.  We will have the team contact you and setup a replacement.
 
Regarding the scratched floors.  We have a clause in our warranty information regarding property damage at [redacted]
 
Sincerely,
 
[redacted]

Complaint: [redacted]I am rejecting this response because:the preferred solution would still be us getting the full refund as we lost confidence in Neato's product from this incidence. Additionally, I'm not sure how the evaluation could be done to see if the unit was defective prior to this incidence, beacause it is now in pieces due to the fall. Moreover, a replacement without a warranty will not be a satisfactory solution since we already lost our confidence in this product as stated before.Sincerely,[redacted]

Dear Neato Customer,
At this time we can go ahead and make an exception and replace your battery, however, if after receiving the battery you continue to have issues with your robot you will have to send it to Funai our authorized out of warranty service for repairs.
Thanks,
Neato Robotics Customer Care

Dear Revdex.com and Customer,
 
The proof of Purchase sent has model or brand on it and is incomplete therefore we cannot give a dollar amount.  We have stated in the past we are happy to send a brand new replacement Neato.  We would be willing to offer one of our latest models, a Botvac Connected D5.  
 
Sincerely,
 
Neato Robotics

Hi all,
 
We apologize for the delay.  We had an internal delay on this model in shipping.  We have more inventory this week coming in and will go out to you.  We will ship via 2 day as soon as the stock comes in so please expect it either the end of this week or early...

next week.
 
For the inconvenience we also are going to send you some extra accessories.
 
Thank you for your patience,
 
Neato Robotoics

Dear Ms. Talbott and Revdex.com,
 
We went though the case and the reason for not approving a replacement was the Neato was a year and a half out of warranty.  We also looked up the archives and see that the error was not the same with your original Neato.  On the error reported now, it is...

a depleted battery and most of the time a new battery fixes the issue.    
That said, in good faith and because you are an ambassador  and great customer we would like to make this right and replace with a Botvac Connected D5.   Please keep in mind we are making this exception but the new product would not have any warranty.   Please let us know if you agree.
 
Thanks and take care,
 
Neato Robotics

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, Brent[redacted]

Initial Business Response /* (1000, 8, 2015/07/24) */
Dear Revdex.com,
Thank you for providing the communications for your Complaint Number XXXXXXXX for [redacted] in [redacted]. Neato Robotics is eager to provide a resolution or clarification for all customer concerns....


The concern expressed by [redacted] was presented to our rebate partner that process and support our rebate claim promotions. Their records indicate the concern by [redacted] was rectified, and the rebate claim was approved on June 26, 2015. The rebate claim is currently processing, and the status can be view online at - https://www.neatoroboticsrewards.acbrewards.com/Home.aspx.
Regards,
M. [redacted]
Neato Robotics, Inc.

Hello,
 
Your new robot will go out today, the tracking number is [redacted].
 
Thanks,
 
Neato Customer Care Team

Initial Business Response /* (4000, 11, 2015/08/05) */
Dear Revdex.com,
Thank you for providing the communication for your Case Number XXXXXXXX for [redacted] in New York, New York. Neato Robotics is eager to provide clarification or resolution for all customer concerns.
A prepaid...

shipping label was forwarded to [redacted] via FedEx for returning his Neato XV for a refund. Our records from FedEx indicate the Neato was received at our logistics facility on July 24, 2015. As indicated to [redacted], the refund check would be processed within 4-6 weeks upon receiving the Neato back at our facilities. An exception was made to expedite this refund request, and a check was processed on Monday, August 3rd. The refund check was tendered to the US Postal Service. Please allow delivery within 5-7 days.
Regards,
M [redacted]
Neato Robotics
Final Consumer Response /* (3000, 9, 2015/07/28) */
The company finally agreed to accept the return of the vacuum in return for a full refund. The vacuum was retuned to the company through FedEx on July 22nd and arrived on July 24th. I am currently waiting for the refund check.

Initial Business Response /* (1000, 8, 2015/12/02) */
Dear Revdex.com,
We appreciate the correspondence received for your case number XXXXXXXX for [redacted] in Austin, Texas. Neato Robotics is eager to provide a resolution or clarification for a customer concerns.
After a...

thorough review of the images provided by Ms. [redacted] of the state of her Neato Botvac 70, we have elected to provide a refund of the purchase price. The images clearly indicate the cause of the failure is due to improper maintenance or negligence. On November 15, 2015, the support team was instructed to proceed with the best available option for this case as Return and Refund. Ms. [redacted] will be provided with a prepaid FedEx shipping label for returning the Neato to the designated logistics facility. Once the returned Neato has been received and verified, a refund check of the purchase price will be processed and mailed within 4-5 weeks.
The support page on our website is a good resource for our customers to find detailed information for maintaining their Neato, which includes helpful FAQs and How-To-Videos.
Best Regards,
M [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (3000, 10, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The failure of the machine happened one week after the purchase. The representative who reviewed the images acknowledged that it was a design failure of the unit and suggested a replacement. The company charged me $50 for handling the replacement. I have paid this fee the first time hoping that I will receive a better unit.
The second failure also happened right away. A pristine clean unit with a new brush had exactly the same issue after the first run. There is no maintenance issue for a new unit that should cause a failure after the first run.
When I contacted the company, once again they suggested that I spent $50 more dollars for returning the item and getting the refund.
However, this is obviously a problem with the new unit design and I request that the company refunds $50 they charged me for the first replacement and also that they process this refund without imposing additional fees on me.
I have had several machines by the same manufacture (previous model) and I successfully used them for a long time.
Final Business Response /* (4000, 12, 2015/12/21) */
Dear Revdex.com,
Thank you for providing the rebuttal details for your case number XXXXXXXX.
Our support records indicate a shipping charge was applied to RMAXXXXX on September 12, 2015 in the amount of $49.20. The replacement for RMAXXXXX was shipped on September 11, 2015 via FedEx tracking number XXXXXXXXXXXX, which was delivered on September 16, 2015. The shipping charge was for the sole purpose of processing RMAXXXXX, which has since been fulfilled. Due to the negligence in maintaining the replacement Neato for RMAXXXXX, it was at our discretion to provide a refund of the purchase price instead of another Neato replacement. Our support records indicate a new support case (RMAXXXXX) was generated on November 4, 2015, which has been setup as Return and Refund. The request for a refund of $49.20 associated with RMAXXXXX is respectfully denied. A prepaid FedEx shipping label was emailed on December 12, 2015 to return the Neato Botvac to process a refund of the purchase price during the standard processing timeframe.
Regards,
M [redacted]
Neato Robotics, Inc.
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (4200, 16, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
I do not accept this because there is absolutely no proof of maintenance negligence as suggested by the company representative. I followed all the directions very precisely just like I did in many years of using the previous model from this company. Their accusations are unsubstantial.
Furthermore, the representative who processed the first replacement acknowledged that the item was defective after reviewing the materials I have provided.
Please, also note, that the problem with the bearing and the melting part is very familiar and hundreds of customers reported it:
https://www.facebook.com/NeatoRobotics/posts/[redacted] (direct issue reported to the company of a person in the same situation as I am):
"We are on our 3rd Neato Botvac 65 Robot Vacuum purchased from Costco. The bearing that spins the brush keeps melting and breaking. Short of returning again is there a fix for this? I can add pictures if needed."
http://176.32.103.205/Neato-Botvac-70e-Robot-Vacuum/product-reviews/[redacted]?p...⇄ (search the page for the word "melt" - hundreds of people reporting this issue):
http://176.32.103.205/Neato-Botvac-70e-Robot-Vacuum/product-reviews/[redacted]?p...⇄ /> http://www.robotreviews.com/chat/viewtopic.php?f=20&t=XXXXX
http://homeimprovementer.com/renovation/tools/cleaning-robots/neato-robotics-rev...⇄ /> " Over time, this hair was known to cause some melting of the plastic and could often make the vacuum send out a "My Bumper is Stuck," message. While this could have been a serious issue for the product and the company, Neato has stayed ahead of the game in terms of updates and fixes for known problems and have now sent out an update to update its issues."
I can go on an on about this, but there is clearly a problem with the design. I don't feel that it is fair for the company to charge me for the shipping of the second unit just to have exactly the same failure appear again.
[redacted]

Initial Business Response /* (1000, 5, 2016/01/07) */
Dear Revdex.com,
We appreciate the update received from your case number XXXXXXXX for [redacted] in Lunenburg, Massachusetts. Neato Robotics, Inc. is eager to provide a resolution or additional clarification for all customer...

concerns.
A review of our support cases indicate [redacted] had purchased a Neato XV-12 through Groupon.com in July 2013. The Neato XV-12 was purchased as a new product, which included a one (1) year manufacturer limited warranty. The expiration date for the manufacturer warranty for the Neato XV-12 was July 2014, and therefore, had expired one (1) year and five months ago. As with all warranty products, the warranty period is determined by the date of the PURCHASED product only. Warranty replacements do not activate a new warranty term.
Further review of the complaint from [redacted] indicates a set of new batteries may assist in resolving the issue, particularly since they were stored without being used for four (4) months. Batteries that are not used over a period of time can be deleted of their power. [redacted]'s request for a replacement or refund for a Neato that is over one (1) year out of warranty is respectfully denied. We will, however, provide a courtesy set of XV batteries in an effort to resolve the issue. Otherwise, we would recommend [redacted] to our post-warranty Neato repair facilty, Extron Services.
Regards,
M [redacted]
Neato Robotics, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, would like to try a NEW set of batteries, not reconditioned batteries. I just want my Neato to work and will keep my fingers crossed that this solves my problems. Excited that I may be able to use it again.

Complaint: [redacted]I am rejecting this response because: I have sent them all the proof of purchase that Groupon would provide. If they can not refund I spoke to the gentleman and he said he would be happy to send my Neato back to me. That would be great. They cannot keep my unit and my money.  You have to give me one or the other. If no refund then return my unit. That is what they said they would do. Why haven't they done that yet???? Neato said they would send my unit back. Why don't I have it?Sincerely,[redacted]