Neato Robotics, Inc.

Complaint: [redacted]
I am rejecting this response because:Neato indicates that they feel that they have made a resolution by given a "courtesy" newer unit (of a value of $399) with-out the same features (spin brush) that I had on my 2 defective Neato units, which I have spent $1300 including repair. Neato can claim that the new one has more technological features than the 2 units I own, but if they do not do the same functions, then they are not the same. Neato seems to act as if they take no responsibility for the quality of the equipment they produce. If Neato has no quality issues, then why do they advertise their authorize repair service on Neato website? As a consumer I feel a purchased in good faith a Porsche and have been given a "courtesy" volkswagen. If this is the mind set of Neato CEO in how to take care of their customers then it is understandable why they have horrible customer service.
Sincerely,
[redacted]

Hello, Neato Customer, Neato is very sorry for the experience you are currently having with your Robot. By looking at the case notes your Robot has been out of warranty for over a year. However, Neato is willing to have unit send to our Corporate office to have it evaluate it by one of our...

engineers. If the unit is fixable, Neato will fix it at no charge, but if for any reason the unit cannot be fixed we can send it back to the customer or dispose of it or can follow customer's instruction as to what they want Neato to do with the Robot. If the customer agrees I will have our call center send the customer a prepaid shipping label. Thanks, Neato Robotics Customer Care Team    Thanks, Neato Customer Care Team

Dear Mr [redacted] and Revdex.com,
 
We apologize for the inconvenience. New Neato's carry a 1 year warranty from Date of purchase, there are no loopholes and is clearly stated.   We do have an authorized Out of Warranty repair partner that does repair if the customer chooses to do so....

  
 
Regarding this case, we would love to look more into this.  Do you have a recent ticket ID or other info in which we can look up case notes to better serve you?  
 
Thanks,
 
Neato Robotics

Dear Customer and Revdex.com,
We apologize for the issues you are having with the Neato not making it back to the charge base.   Usually this is an error in which the Neato cannot see the charge base and the charge base needs to be moved to a more open location(away from a door, 3 feet clear on...

each side) and also clean the black part of the charge base with a dry cloth. The other item is for the Neato to return to the charge base with more success you should start your cleaning from the base.  For example, if you carry your Neato somewhere, it may not make it back to the base.   It is untrue of the claim that they all seem to break within six months and a year. Most customers are very happy and have no issues and  many customers have had them for 5 plus years.  Also, most issues occur when the device is not regularly cleaned.  I do see from past notes you mentioned you do clean which is great.
We would love to replace your charge base and will have the team contact and set that up.
 
Thanks,
Neato Robotics

Initial Business Response /* (1000, 5, 2015/11/04) */
Dear Revdex.com,
Thank you for providing the communications for the Revdex.com Case Number XXXXXXXX for [redacted] in San Antonio, Texas. Neato Robotics, Inc. is eager to provide a resolution or clarification for all customer...

concerns.
The Neato Robotics Support Team had received and reviewed the information provided by [redacted] regarding the purchase of non-genuine Neato batteries from Amazon.com. A list of authorized resellers of genuine Neato products can be found on our website - https://neatorobotics.com/where-to-buy/. While we understand Ms. [redacted]' frustration with the purchase of the non-genuine batteries, Neato Robotics cannot be held responsible for the battery purchase from Amazon.com. We would recommend Ms. [redacted] to upload a copy of her Amazon.com sales receipt to the Revdex.com portal for documentation for this case in her rebuttal. The decision of Neato Robotics' position, if warrantied, cannot be provided without a copy of the Amazon.com sales receipt for further review.
Thanks,
M. [redacted]
Neato Robotics

From:[redacted]] Sent: Tuesday, March 27, 2018 10:13...

AMTo: Rodney T[redacted] <[redacted]>Subject: Complaint ID [redacted]
 
Hi Rodney,
 
Thanks for getting back to me, the new tracking number for this customer is [redacted].
 
Pedro

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this interim solution is satisfactory to me, pending final conclusion of the matter. Sincerely, [redacted]

Dear Revdex.com,
Thank you for providing the communications for your case number [redacted] for [redacted] in San Pablo, CA. Neato Robotics, Inc. is eager to provide a resolution or provide clarification for all customer concerns.
First, we would like to apologize to [redacted] for the...

inconvenience she may have experienced with her Neato XV Robotic Vacuum. Neato Robotics Vacuums are durable and the failure rate under normal use and routine maintenance is generally minimal, as many customers have experienced years of trouble-free ownership.
Our records indicate Ms [redacted] Botvac XV-21 was purchased on December 16, 2014. According to the Neato Robotics, Inc. Limited Warranty, all Neato robots purchased from an authorized reseller are covered under the limited warranty for one (1) year from the date of purchase. The expiry date for the warranty period for this case is December 16, 2015, and does not start anew with a warranty replacement. In the event an out of warranty Neato robot cannot be repaired through normal troubleshooting, we would refer our customers to the authorized Neato Robotics repair facility – Extron Services.
Extron Services can assist Ms. [redacted] with her Neato Robotic XV-21. For the convenience of this complaint, the URL for Extron Services is provided - [redacted]
Best Regards,
[redacted]
Neato Robotics, Inc.

Initial Business Response /* (1000, 9, 2015/05/31) */
Dear Revdex.com,
Thank you for providing the details of your complaint number XXXXXXXX for [redacted] in Mount Olivet, Kentucky. Neato Robotics is eager to provide further clarification to all customer concerns.
A review of our...

support case indicates [redacted] had purchased a Neato XV-21 Robotic Vacuum in December 2013. All newly purchased Neato robotic vacuums purchased from authorized Neato Robotic resellers are accompanied with a one (1) year manufacturer's limited warranty from the original date of purchase. The warranty period for the Neato XV-21 purchased by [redacted] expired in December 2014. Our records also indicate a one-time exception was made to replace the Neato XV-21, out of customer consideration in April 2015 under RMA XXXXX. Since the warranty period for the originally purchased Neato XV-21 had already expired, the replacement exception was provided with no additional manufacturer warranty offered. Our RMA XXXXX indicates the one-time exception replacement was shipped to [redacted] via FedEx Tracking Number XXXXXXXXXXXX on Friday, May 1, 2015.
In summary, a one-time exception was made to recently replace the out of warranty Neato XV-21 purchased by [redacted] in December 2013. The RMA claim was made solely out of customer consideration, and does not constitute an extension of the manufacturer's limited warranty.
Regards,
M [redacted]
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, [redacted]

Dear Revdex.com, Thank you for providing the communications for your case number [redacted] for [redacted] in [redacted], [redacted]. [redacted],[redacted]. is eager to provide a resolution or clarification for all customer concerns. First, we would like to apologize to [redacted] for any...

inconvenience she may have experienced with her [redacted]. [redacted] are durable and the failure rate under normal use and routine maintenance is generally minimal, as many customers have experienced years of trouble-free ownership. In the event our customers may experience a concern with their [redacted], our support team will provide troubleshooting steps in an attempt to remedy the issue. Oftentimes, it is these small adjustments that are needed to resolve the issue. Our records indicate [redacted] had purchased a certified refurbished [redacted] XV through [redacted] on August 12, [redacted]. As indicated by [redacted], the refurbished [redacted] XV is sold with a 90-day limited warranty through [redacted], Inc. The warranty for the refurbished [redacted] XV for this case had expired on November 12, [redacted]. In the event an out of warranty [redacted] cannot be repaired through normal troubleshooting, we would recommend our customers to the authorized [redacted] repair facility, which is [redacted]. [redacted] can assist [redacted] with her [redacted] XV. For the convenience of this complaint, the URL for [redacted] is provided - https://www.extronservices.com/neatorepair/Best Regards,M. Brown[redacted], Inc.

Complaint: [redacted]I am rejecting this response because: 
 
I understand that my robot is out of warranty. However, this is an obvious design flaw as this is the second D80 that had this happen. I am not paying to have a robot fixed when it is a repeat issue. As such, I will no longer support any Neato products and will ensure that all reviews I make informed customers that there is a design flaw and Neato does not care. In addition, I will make Social Media aware that before purchasing any products, to check to ensure that Neato has fixed the issue. It is poor business practice to continue to know of a defect and not do a thing about it. I fully understand my D80 is out of warranty and if it was any other error I wouldn't even reach out but the same error is un-acceptable. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Revdex.com,
Thank you for providing the communications for your case number XXXXXXXX for [redacted] in Lexington, South Carolina. Neato Robotics is eager to provide a resolution or provide clarification for all customer...

concerns.
A review of our records does not indicate our support team was contacted by [redacted] for assistance with her rebate claim. Please note Ms. [redacted] was in communication with the designated rebate clearinghouse that process rebate claims for Neato Robotics, Inc.
The initial $40 Neato XV-21 rebate purchase period was scheduled between July 1, 2015 to December 31, 2015. As indicated by Ms. [redacted] in the complaint, our rebate Terms and Conditions state, "Neato Robotics reserves the right to change the terms of this offer or suspend this offer at any time". The rebate claim purchase period was amended in mid-September to reflect a purchase period between July 1, 2015 to September 30, 2015. All mailed material must be postmarked by October 31, 2015. The revised rebate form was submitted to Amazon.com during the appropriate time-frame, as the Neato XV-21 purchased by [redacted] was August 8, 2015. In order for the rebate claim for Ms. [redacted] to be denied, all required material were not received by the rebate clearinghouse by the October 31, 2015 postmarked date.
Out of customer consideration, we are working with the rebate processing company to request an exception for processing Ms. [redacted]'s $40 rebate claim. Once the concern has been resolved, we will provide an update.
Regards,
M [redacted]
Neato Robotics, Inc.
Initial Consumer Rebuttal /* (2000, 10, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company sent an e-mail that the rebate was approved and I should be receiving it in a few weeks. Their action is acceptable. However, if the rebate is not received, I will reopen this case.

Initial Business Response /* (1000, 6, 2015/09/23) */
Dear Revdex.com,
Thank you for providing the communication for your Case Number XXXXXXXX for [redacted] in Mississauga, Ontario. Neato Robotics is eager to provide a resolution or clarification for all customer concerns.
A...

review of our records indicates [redacted] had purchased a Neato XV-11 Robotic Vacuum on February 9, 2014, which include a one (1) year Neato Robotics Inc. Limited Manufacturer's Warranty. Should any Neato fail due to a manufacturer's defect within the warranty period, Neato Robotics will either repair or replace the Neato. The warranty for [redacted]'s purchase had expired on February 9, 2015. [redacted] was provided with the service facility that is authorized to repair out-of-warranty Neato products. However, it is at [redacted]'s discretion to use any electronics or vacuum repair facility of his choosing.
Regards,
M. [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (3000, 8, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the warranty coverage, what I don't understand is how the neato replacement you sent me broke down ALSO in such a short amount of time. Seems very strange the 2 neatos broke down in 14 months. That is not acceptable for any electronic let alone one that is very expensive. At the very least a partial refund of $250 is acceptable, or a replacement.

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]

(The consumer indicated he/she DID NOT accept the response from the business.)The website for Extron hasn't been updated for two years. I'm sorry. I can't trust a website that hasn't been updated in at least [redacted] especially when credit card information is involved. Also, the site says it's not authorized to repair botvac models. My XV is a botvac. I'm going to need better new than this.

Dear Revdex.com and Customer,
 
We would love to refund the robot.  There is an issue however.  We have asked the customer multiple times for a approved proof of purchase.  We need a Proof of purchase sent to us does not even show a Neato being purchased.  This is all we ask for and as soon as this can be provided a refund will be sent out.
 
Thank you,
Neato Robotics

Initial Business Response /* (1000, 5, 2015/11/24) */
Dear Revdex.com,
Thank you for providing the communications for your Case Number XXXXXXXX for [redacted] in Pittsburg, California. Neato Robotics is eager to provide a resolution or clarification for all customer concerns.
Neato...

Robotics' Support Team does not process rebate claims, nor has the authority to approve a rebate award. In addition, rebate claims are not processed by Neato Robotics. An effort to assist Mr. [redacted] by the support team was solely out of customer consideration after his communication with the rebate processing company. As indicated by the rebate processing company, the required material for processing the stated rebate claim was not received for processing. The rebate processing company has received and processed countless of rebate claims without issue. The process requires an online registration on the rebate portal, and a requirement to mail the UPC and a copy of the sales receipt. According to the Terms and Conditions, the rebate reward cannot be processed without the required material. Please note, as indicated in the Terms and Conditions, Neato Robotics, nor the rebate processing company cannot be held responsible for lost, damaged or incomplete rebate claims. Until the required material is received for processing by the rebate processing company, a rebate will not be awarded. As a courtesy to [redacted], we are offering to authorize the rebate once it has been received even though the promotion has expired.
Regards,
M [redacted]
Neato Robotics

Initial Business Response /* (1000, 5, 2015/10/28) */
Dear Revdex.com,
Thank you for providing the communications for your case number XXXXXXXX for [redacted] in Buda, Texas. Neato Robotics, Inc. is eager to provide a resolution or clarification for all customer concerns.
Upon...

reviewing the concerns for this case, the records for our support case, ACC XXXXX, indicates a replacement dirt/dust bin is to be shipped for a Neato XV Signature Pro Robotic Vacuum that was purchased in May 2015.
Our support records also indicate a previous warranty claim was processed against RMA XXXXX, in which a replacement unit was shipped to [redacted] before the non-functioning Neato is to be returned. To date, we have no record of receiving the non-functioning Neato to satisfy the completion of RMA XXXXX. We will be happy to provide Ms. [redacted] with a prepaid FedEx shipping label for returning the Neato for RMA XXXXX using FedEx tracking number XXXXXXXXXXXX sent to the email address on file - [redacted]@gmail.com.
Once the non-functioning Neato is received for RMA XXXXX, we can proceed with a new warranty claim to replace the entire Neato robotic vacuum instead of replacing the dirt/dust bin for ACC XXXXX. The replacement Neato will be routed to Neato HQ for further investigation.
Regards,
M [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
I reviewed the response from Neato, and unfortunately, do not understand their request, nor do I want to negotiate my expectations.
On August 30th, I shattered my arm/shoulder and needed a "floor helper" due to my handicap, more than ever.
I spent hours on the phone with customer service trying to resolve.
Finally I snapped that Neato was treating each unit separately (I personally, felt they did not fulfill the first incident).
On September 29th, they ([redacted] in Neato Customer Service) were going to mail a "part" to me, that would arrive at my home in 5 to 7 days.
I am now officially handicapped and need additional support in my home.
When the part did not arrive (and still has not arrived to date) in the promised time frame-I bought another robot vacuum.
I want to be reasonable in my response, yet....
Would/could you give me guidance in what they are asking/negotiating and ask your opinion on what a "reasonable response" would be?
Thank you in advance.
Final Business Response /* (4000, 9, 2015/11/20) */
Dear Revdex.com,
In response to the update provided by [redacted], we would like to report the complimentary prepaid FedEx shipping label was used by Ms. [redacted] to return her Neato XV-Series for RMA XXXXX. The shipment was delivered at the assigned logistics location on Thursday, November 20th. We have now generated a new RMA (XXXXX), as Ms. [redacted] now longer has two Neatos in her possession. The new RMA is setup as Return & Replace, and we will again provide Ms. [redacted] with a prepaid FedEx shipping label. Once the second Neato is received from Ms. [redacted], a replacement will immediately be shipped to her.
The tracking number for the prepaid FedEx shipping label is - XXXXXXXXXXXX
Thanks,
Neato Robotics

Initial Business Response /* (1000, 8, 2015/12/28) */
Dear Revdex.com,
Thank you for providing the communications for your case number XXXXXXXX for [redacted] in Stafford, Texas. Neato Robotics, Inc. is eager to provide a resolution or provide more clarification for all customer...

concerns.
First, we would like to apologize to [redacted] for any inconvenience he may have experienced with his Neato XV Robotic Vacuum. Neato Robotic Vacuums are durable and the failure rate under normal use and routine maintenance is generally minimal, as many customers have experienced years of trouble-free ownership.
Our records indicate a Neato XV-12 model was gifted to [redacted] on April 1, 2014. According to the Neato Robotics, Inc. Limited Warranty, all Neatos purchased from an authorized reseller are covered under the limited warranty for one (1) year from the date of purchase. The expiry date for the warranty period for this case is April 1, 2015. Records also indicate RMAXXXXX was generated in March 2015 as an Advance Exchange at Mr. [redacted]'s request, in which shipping charges were applied. In June 2015, an exception was made to provide Mr. [redacted] a new RMA (RMAXXXXX) out of customer consideration due to being out of warranty. Shipping charges were applied to the out of warranty consideration. In the event an out of warranty Neato cannot be repaired through normal troubleshooting, we would recommend our customers to the authorized Neato Robotics repair facility - Extron Services. We feel an exception was made previously in providing a replacement Neato after the warranty had expired. We are sorry if Mr. [redacted] feels otherwise.
Extron Services can assist Mr. [redacted] with his Neato. For the convenience of this complaint, the URL for Extron Services is provided - https://www.extronservices.com/neatorepair/
Best Regards,
M [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (3000, 10, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel as though some great exception was made. I was sent 2 replacement neatos that were defective. So really I just paid shipping charges for 2 replacements that were probably refurbished and never worked properly. I am still requesting a NEW replacement and if not, hopefully people see this issue and think twice before spending hundreds of dollars on a product that, in my experience, does not last as it should.
Final Business Response /* (4000, 12, 2016/01/19) */
Dear Revdex.com,
Thank you for providing the rebuttal from [redacted].
According to our previous response, the Neato XV-12 warranty for [redacted] had expired on April 1, 2015. In addition, an out-of-warranty replacement was offered to Mr. [redacted] in June 2015. A further review of the case notes indicates the issue could have been readily resolved through a more thorough troubleshooting, as our online support page lists helpful tips and FAQs to assist our customers in maintaining their Neatos. At this point, we feel Extron Services would be the best option for Mr. [redacted]. For the convenience of this complaint, the URL for Extron Services is provided - https://www.extronservices.com/neatorepair/
Regards,
M [redacted]
Neato Robotics, Inc.
Final Consumer Response /* (4200, 14, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, my warranty had expired due to Neato continually sending me units that will not work. My current Neato never sits more than 30 seconds without returning to a battery error which I've gone through all the troubleshooting provided. If a replacement can not be provided, I will discontinue my promotional attitude and warn people against the product as it has shown to be 0 out of 3 satisfactory usage especially given the high cost.