Neato Robotics, Inc.

Hello Neato Customer,
 
We can have the unit send to Corporate for evaluation and if found defective Neato will make a one time exception and replace the customer's Robot(Please be advised that if Robot is replaced the new product does not have any warranty as his original warranty has already expired).
 
Thanks,
 
Neato Robotics Customer Care

Hi [redacted], We are sorry you feel this way.  Like we mentioned before, we sent the D3 in good faith.  We are happy to assist you with Funai and get the other unit fixed since you are having issues after. Take care, Neato Robotics

Initial Business Response /* (1000, 5, 2015/09/23) */
Dear Revdex.com,
Thank you for providing the communications for your Case Number XXXXXXXX for [redacted] in Wesley Chapel, Florida. Neato Robotics is eager to provide a resolution or clarification for all customer concerns.
We...

are sorry to hear of the denied rebate claim from [redacted]. We will definitely look into this matter with the rebate processing company that handles the Neato rebate claims. A check of our records indicates the Neato Robotics Customer Service team may not have been contacted by [redacted] in order to provide a resolution for this concern. Neato Robotics has always provided the funding for all eligible rebate claims, which is contrary to the allegation provided by [redacted]. We are sorry if he feels otherwise. The rebate processing company has been informed of this case and an investigation is currently underway. We will provide an update as quickly as possible.
Regards,
M. [redacted]
Neato Robotics, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was given 15 days to respond to the denied cliam. I know this isnt a valid excuse but I am a law enforcement officer who works long hours and the graveyard shift. It is hard for me to call people during regular business hours since that is when I sleep. This was where I dropped the ball. However I tried calling them shortly thereafter and was told I had no options what was done was done. I put this on the side burner for a few months but it bothered me still months later. The product works great to this day and that isnt my issue. My issue was only the rebate and when I sent Neato everything they asked for and was still denied my claim I am a little bitter.

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 request the replacement unit be sent to the shipping address in file. Sincerely, [redacted]

Initial Business Response /* (1000, 13, 2015/07/27) */
Dear Revdex.com,
Thank you for providing the communications for your Case Number XXXXXXXX for [redacted] in [redacted], [redacted]. Neato Robotic s is eager to provide a resolution or clarification for all customer concerns.
A...

review of our records indicate a refund request was approved for [redacted] on July 13, 2015, and an email was forwarded to [redacted]'s email address on file ([redacted]@gmail.com) requesting a copy of his Newegg.com sales receipt to process the refund. To date, a sales receipt has not been received by our support team to begin the refund process. [redacted] can provide the requested Newegg.com sales receipt via this Revdex.com complaint as an attachment to expedite the refund process.
Best Regards,
M. [redacted]
Neato Robotics. Inc.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/27) */
I received an e-mail from "[redacted]" at Neato customer care informing me that they were "still" waiting for proof of purchase from me before they could issue a replacement or refund. I sent proof of purchase, as well as documentation of my initial contact with them regarding problems with the vacuum, and of the last correspondence I received from them at the beginning of June informing me that they would be in touch regarding this issue. This request for proof of purchase is the first that Neato has made, and the first that I have been made awware that they would require it.
Final Business Response /* (4000, 18, 2015/08/14) */
Dear Revdex.com,
We appreciate the response received from [redacted] on July 29, 2015 to our customer care team for their email sent on July 21, 2015. The provided sales receipt is acknowledged and will be used for processing the refund for [redacted]. Records indicate the refund process has been initiated, and the return of the Neato from [redacted] is now required. A prepaid shipping label was emailed to the email address on file ([redacted]@gmail.com) from FedEx.com on Wednesday, August 12, 2015 for the return of the Neato to complete the refund process. The FedEx tracking number for the prepaid shipping label is XXXXXXXXXXXX. Once the Neato has been received and verified at the assigned logistics location, a refund check will be processed and mailed. Please allow 2-3 weeks for processing and delivery via USPS.
Regards,
M. [redacted]
Neato Robotics
Final Consumer Response /* (4200, 21, 2015/08/19) */
I received a shipping label from Fedex three days ago for a return to Neato. This was not accompanied by any information or correspondence from Neato itself. I am assuming that they wish me to ship back the defective unit, and hope that they do not require any RMA or documentation inside the box. I will return the vacuum, but am documenting the packaging and shipping out of fear that without any RMA the unit will just get lost at a warehouse and the return never accounted for. I have tried calling Neato again, but hung up after forty five minutes on hold.

Initial Business Response /* (1000, 5, 2015/09/11) */
Dear Revdex.com,
Thank you for providing the communication for your case number XXXXXXXX for [redacted] in [redacted] Neato Robotics is eager to provide a resolution or clarification for all customer concerns.
Our records...

indicate [redacted] had purchased a Neato Botvac 70 Robotic Vacuum from Kohl's Department Store on November 30, 2014, which included a one (1) year manufacturer's limited warranty. The information and images provided by [redacted] in our support case number RMAXXXXX clearly indicates damage due to improper maintenance. The excessive build-up of hair between the metal wheel bearing and the brush had pushed the bearing through the chassis. As indicated in the Neato Robotics Inc. Limited Manufacturer's Warranty, the warranty does not cover "improper operation or maintenance, use not in accordance with Product instructions..." Information for cleaning the brush and wheel bearings is also found on our support page at www.NeatoRobotics.com.
Although the Neato Botvac 70 was void of warranty due to improper maintenance, an exception was made to replace it out of customer consideration. We feel that asking [redacted] to ship the non-functioning Neato, that is void of warranty due to improper maintenance, at his expense to be fair, as we are providing a new Neato Botvac 70 as the replacement.
Again, we feel our offer to [redacted] Tant to be fair and considerate due to the situation of the non-functioning Neato.
Thanks,
M. [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I cannot prove that I clean the brush every time after I use it. So I decided to drop this case and stop wasting my time with this company. Thank you for your help,Revdex.com agent. Your work is very appreciated.

Initial Business Response /* (1000, 11, 2015/07/24) */
Dear Revdex.com,
Thank you for providing the communications for your Complaint# XXXXXXXX for [redacted] in Dayton, Ohio. Neato Robotics is eager to provide a resolution or clarification for all customer concerns.
In review...

of the concern submitted by [redacted], we can attest that Extron Services does require a $32 diagnostic fee if a customer elects to have their post-warranty service performed by our authorized repair facility. Extron Services is not a subsidiary of Neato Robotics, Inc., and all repair pricing quoted by Extron Services is considered fair with the replacement parts and labor of electronics. We are sorry to hear [redacted] feels otherwise. The pricing for a Neato replacement provided by Extron Services is less than the suggested manufacturer's retail price. Neato Robotics, nor Extron Services has control over the pricing set by other retailers, authorized or otherwise.
The other options that should have been presented by Extron Services to [redacted] are to purchase a refurbished Neato at a discounted price, and the option to dispose of the non-functioning Neato. Neato Robotics cannot be held responsible for reimbursement of charges associated with Extron Services.
Regards,
M. [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (3000, 17, 2015/08/12) */
Dear Ms. [redacted],
I have reviewed NEATO's response, and I do not find it to be satisfactory. The response shows that the company is unwilling to accept any responsibility for the poor customer service which it provides. Aside from the unacceptably long waiting time to speak to a representative over the phone, the failure on the part of the company to warn its customers of the high cost of repair of the robotic vacuum (in addition to shipping costs), and the excessive cost of buying a brand-new robot through them (as there are new robots online selling for $100 less), the company mentioned that it offers to sell a refurbished unit at a discounted price, however, this price is still much higher than what buying a new one online costs. In addition to this e-mail, I am sending the e-mail which I received from NEATO's repair service with the price quotes. One of the necessary repairs was to fix the charger. Because I requested my old NEATO to be sent back to me without any repairs, I was able to check how it is functioning once again. I used the old charger to charge my new NEATO (which I purchased brand-new on eBay for $150) and found that the charger works perfectly fine. Because of this, I can say that not all of the repairs listed on the price quote which was sent to me were actually necessary. This appears to me to be fraud. My middle-ground proposal is to be compensated for the shipping costs that I incurred which amount to approximately $100. I had originally proposed that I be refunded the shipping costs and the diagnostic fee ($32). Please let me know if I should provide any additional information.
Thank you,
[redacted]
(XXX) XXX-XXXX

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]

Complaint: [redacted]I am rejecting this response because:
I'm sorry that it took me so long to set my formal complaint with you.  I started having problems after about 2 months of use with the new robot.  I didn't want to complain, was hopeful, and kept using the robot.  The problem got progressively worse until it is absolutely no longer functional now.  It is very obvious that I was delivered a defective machine, either the battery is bad or the connection with the battery.  I was trying to have faith in your product, and was on vacation for over a month, so it was not used for 9 months.  I cannot believe that you expect a $500 robot to function for under 9 months.  You are not standing behind your product at all.  I used it with faith, as instructed, we did nothing out of the ordinary.  If we had, I would not be contacting you.  You sent me a faulty replacement.  That is not acceptable.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/27) */
Dear Revdex.com,
We appreciate the correspondence provided to us for [redacted], associated with your Case Number XXXXXXXX. Neato Robotics is eager to provide clarification for all customer concerns.
According to our records,...

a support agent had informed [redacted] that a warranty claim was generated under RMA XXXXX. A warranty claim can only be processed as an extension of our manufacturer's warranty. Therefore, Neato Robotics has in fact honored our warranty. We are sorry if [redacted] feels otherwise.
In addition, our records also indicate a prepaid FedEx shipping label was sent to the email address on file for [redacted] - [redacted]@hotmail.com on August 21, 2015, in which [redacted] would not incur any shipping charges for returning the Neato. To date, the FedEx tracking number (XXXXXXXXXXXX) does not reflect any activity associated with the courtesy shipping label. Once the non-functioning Neato has been received at the designated logistics facility, a replacement will be shipped to Nipon [redacted], accordingly.
Regards,
M. [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Neato sells defective products. shipping label was sent 2 weeks and after 4 calls as a favor by company as they told me on the call that its customers responsibility to send the product back. If customer bought a product and its not working why is customer held responsible for malfunctioning product. Its responsibility of the manufacturer.
This is a company which is unable and unwilling to take responsibility and ownership of its products and defects in them. Once I bought the product and its not working, why do I have to make multiple calls and told that shipping is responsibility of customer?
Business needs to be conducted in good faith and you guys have violated that basic principle, so I cannot be giving you money. Take your garbage product back and refund.
Final Business Response /* (4000, 9, 2015/09/14) */
Dear Revdex.com,
The rebuttal provided by [redacted] has been reviewed. The Neato Robotics Inc. Limited Manufacturer's Warranty is available on our website for further review - www.NeatoRobotics.com. In short, it indicates if a product should fail during the warranty period, Neato Robotics will provide a replacement and shipping charges may apply. Shipping charges are not an extension of the manufacturer's warranty. Our records indicate we have been consistent in this offering.
However, our records indicate a complimentary prepaid shipping label was sent to [redacted] - [redacted]@hotmail.com, on August 21 via FedEx tracking number XXXXXXXXXXXX. To date, there has been no activity associated with the prepaid shipping label to fulfil the warranty claim, and the FedEx label link has expired. We will process another prepaid shipping label for returning the product to the designated logistics facility. Once the non-functioning Neato is received and verified at the determined facility, a replacement will immediately be shipped to fulfil the warranty obligation. The second FedEx shipping link was provided to [redacted], and is associated with FedEx tracking number XXXXXXXXXXXX.
Regards,
M. [redacted]
Neato Robotics
Final Consumer Response /* (4200, 13, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
M [redacted], your response show everything that is wrong with Neato. I shared about you guys hiding behind fine print on your website rather than standing behind your product.
Bad customer service and product.

Complaint: [redacted]I am rejecting this response because:their response only speaks to the fact that it is out of warranty. However, the fact that no incident happened during warranty period doesn't mean that the product is not flawed in its design. In my case, the product smashed to downstairs shows that the product is obliviously flawed. And that is true whether this happens during warranty period or not. not to mention that it shows safety hazard around my house since it also hit my child. It could have been much worse. So I think it is rightful for me to return this product, and require a full refund.Sincerely,[redacted]

Dear Revdex.com,Thank you for providng the communication for [redacted] in Glen Allen, Virginia. Neato...

Robotics, Inc. is eager to provide a resolution or clarification for all customer concerns. A liability cliam was received and processed for [redacted], which was not approved by a qualifying manager due to insufficient evidence. We apologize if [redacted] feels otherwise. However, it was determined that the liability claim was not fully complete, as a refund was warantied. Support records now indicated RMA [redacted] was generated as RETURN-AND-REFUND, and a complimentary prepaid FedEx shipping label was generated and emailed by FedEx on Friday, March 25, 2016. Once the returned Botvac 75 Robotic Vacuum has been returned to the designated faciltiy, a refund check for the amount of $351.91 will be processed and mailed. Please allow 3-5 weeks for processing. As a courtesy, the liablity claim for [redacted] will be re-opened for further evaluation. Best Regards,[redacted]Neato Robotics, Inc.

Initial Business Response /* (1000, 5, 2015/12/22) */
Dear Revdex.com,
Thank you for providing the communications for your case number XXXXXXXX for [redacted] in [redacted],[redacted]. 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 felt with the processing of his warranty claim. The complaint that was filed by [redacted], along with the case details by our support team was reviewed. The support records indicate RMAXXXXXX was generated on November 30, 2015 for the replacement Neato that was provided on the previous RMA XXXXX. Our records also indicate the original purchased product was the Neato Botvac 85, and our recent RMAXXXXXX is setup in which a Neato Botvac 80 will be provided as a warranty replacement due to stock limitations. The support team should have informed [redacted] the Neato Botvac Robotic Vacuum itself is the same product across the entire Botvac-Series model line. The only difference between the Botvac models is the bundled accessories and the color of the turret cap. With regard to the original purchased Botvac 85, the accessories included a blade/beater brush, a combo brush and three (3) high performance filters. The replacement setup for RMAXXXXXX is the Botvac 80, which includes a blade/beater brush, a combo brush and one (1) high performance filter. In this case, an Accessory Ticket would be created to ship two (2) additional high performance filters to complete a total of three (3) filters, equivalent to the Botvac 85.
The manufacturer's suggested retail pricing, as identified by the accessory combination and quantity of filters along with the robotic vacuum, is the sole determination of the Botvac model. Neato Robotics, Inc. cannot be held responsible for the pricing of the Neato Robotics Botvac, nor standalone accessories sold by retailers.
Support records indicate a complimentary prepaid FedEx shipping label was provided to [redacted] to assist in the return of his robotic vacuum to fulfill the warranty claim, and the returned Neato has been delivered to the designated logistics facility. The replacement Neato for [redacted] will ship shortly.
Regards,
M [redacted]
Neato Robotics
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Still awaiting delivery of the replacement Botvac 80 and accessories. I know that because of the Holidays that the delivery will be later than usual. I will await delivery until January 1st before following up with any further responses.

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]

Initial Business Response /* (1000, 5, 2015/10/01) */
Dear Revdex.com,
Thank you for providing the communications for your Case Number XXXXXXXX for [redacted] in Charlotte, North Carolina. Neato Robotics is eager to provide a resolution or clarification for all customer concerns....


A review of your records indicates [redacted] had purchased a Neato XV-21 on July 23, 2014, which included a one (1) year Neato Robotics Inc. Limited Manufacturer's Warranty. Therefore, the warranty period for the Neato purchased by [redacted] had expired on July 23, 2015. The warranty period is valid from the original date of purchase, and does not transfer to replacements provided during the warranty period. We are sorry if [redacted] feels otherwise. Ms. [redacted] was provided with the authorized post-warranty repair and service facility, Extron Services, that specializes in repairing Neato robotic vacuums.
Best Regards,
M. [redacted]
Neato Robotics
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am completely aggravated by this situation. As a small business owner myself I would expect more from a larger company like Neato and how they handle faulty products and unsatisfied customers. This is such an expensive product and for me to have issues each time within such a short period makes me question how they run things. With the research I have done on my end- the error I am getting with my replacement seems like a very common issue that is out of my control and a costly one. For all I know this is a refurbished vacuum that someone else had issues with, they turned around fixed it and then gave it to me as my "replacement". I don't recall I was ever told that my warranty would be null and void when they sent me a "replacement", knowing that I most likely would have asked for my money back. When I contacted them about this replacement vacuum I was told two options; 1. I could purchase a refurbished one or 2. send it to a third party to get diagnosed and repaired at my expense. To me this is totally unacceptable since I already spent so much money on a product that should last more than 6 months. What is disappointing is when the product actually was working properly I was a huge advocate for the Neato brand over its competitors. When my first one had issues I thought okay must have been a defective unit. I was thankful for the replacement but then 5 months later it had major issues and now it won't work at all. I just don't think it is acceptable of them to ask me to soak any more money into a vacuum that should have a longer lifespan.
Final Business Response /* (4000, 13, 2015/10/20) */
Dear Revdex.com,
Thank you for providing the rebuttal for [redacted]. As previously indicated, the warranty period for the Neato XV-21 purchased by [redacted] had expired. The information provided by the technical support agent was curious and in line with company policy, we are sorry if [redacted] feels otherwise.
Out of customer consideration, we will provide [redacted] with a replacement made outside of the limited warranty. The Neato Robotics Inc. Limited Warranty starts from the date of purchase for one (1) year. Therefore, a warranty is not applied to the replacement for this case. [redacted] will receive a prepaid shipping label via email within 24-48 hours for returning her Neato to the designated logistics facility. Once the returned Neato XV-21 has been received and verified, a courtesy replacement will ship.
Regards,
M. [redacted]
Neato Robotics
Final Consumer Response /* (2000, 16, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response and the replacement from Neato. I was under the impression my case was closed due to the late response back from Neato and the information provided by my representative from Revdex.com. On Tuesday October 20, I shipped my Neato to Extron. It is scheduled to arrive on Tuesday October 27. I would like to request that the shipping label be sent to them or sent to me to send to them so you can receive our Vacuum. I request not to be charge the $38 from Extron since we will no longer need their services. I do have an email out to them but there is no number listed to reach them. Please advise me the best way to get my defective unit to your company. I can be reached at [redacted].

Neato is sorry to hear about the issues that you are currently having with your Robot, but unfortunately, your Robot is 24 months past the warranty period.
In some cases, we allow a few months past the twelve-month warranty period, but in this case, the gap is very substantial.
Regards,
Neato Robotics

Hello Neato Customer,
Per customer’s statement, the robot is out of warranty; she’s had the unit close to two years. All of our robots come with one-year manufacturer warranty from the original date of purchase, the customer has the option to have the unit repaired by two our recommended repair...

centers, Funai[redacted]
Sincerely,
Neato Customer Care

Dear Customer and Revdex.com, we apologize for the issues you have had with our Out Of Warranty [redacted].  We have given in good faith a D3 when the products were already out of warranty.  We realize you had trouble with another company, Funai repair.  And that is why we tried to...

make it right with a D3  robot free of charge which is one of our newest robots and most technically advanced.  We feel this was absolutely fair.  We are happy to assist you with Funai repair and make sure they take care of your robot(s) out for repair with them.   We would love to make it right with the trouble you have had with Funai. Thanks and take care, Neato Robotics

NeatoRobotics  does not send replacement belts like the one the customer is requesting because of the complexity that exist in taking the Robot Apart. We do have a repair service that specializes in these types of repairs.
If Customer does wishes, we can send him a replacement belt but we will...

need full name, address and telephone number information.
 
Thanks

Hi Revdex.com and [redacted],
We apologize for the delay in shipping.  There was a system glitch with our logistics partner.  But there is good news.  The Neato replacement shipped on Friday March 10th and should arrive by Wednesday March 13th via FedEx Tracking [redacted].   We are...

also sending some accessories within the next few days as well for the inconvenience.
 
Thanks and take care,
 
Neato Robotics