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 mePlease request the replacement unit be sent to the shipping address in fileSincerely, [redacted]
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 Dwhen 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 D 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 FunaiThanks and take care, Neato Robotics
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
Initial Business Response / [redacted] (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 YorkNeato 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 refundOur records from FedEx indicate the Neato was received at our logistics facility on July 24, As indicated to [redacted] , the refund check would be processed within 4-weeks upon receiving the Neato back at our facilitiesAn exception was made to expedite this refund request, and a check was processed on Monday, August 3rdThe refund check was tendered to the US Postal ServicePlease allow delivery within 5-days Regards, M [redacted] Neato Robotics Final Consumer Response / [redacted] (3000, 9, 2015/07/28) */ The company finally agreed to accept the return of the vacuum in return for a full refundThe vacuum was retuned to the company through FedEx on July 22nd and arrived on July 24thI am currently waiting for the refund check
Hello, Neato Customer, Neato is very sorry for the experience you are currently having with your RobotBy looking at the case notes your Robot has been out of warranty for over a yearHowever, Neato is willing to have unit send to our Corporate office to have it evaluate it by one of our engineersIf 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 RobotIf the customer agrees I will have our call center send the customer a prepaid shipping labelThanks, Neato Robotics Customer Care Team Thanks, Neato Customer Care Team
Hi Revdex.com and ***, 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
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 meHow do we make arrangements for the new battery? Sincerely, [redacted]
Initial Business Response / [redacted] (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 Robotic Vacuum from Kohl's Department Store on November 30, 2014, which included a one (1) year manufacturer's limited warrantyThe information and images provided by [redacted] in our support case number RMAXXXXX clearly indicates damage due to improper maintenanceThe excessive buiof hair between the metal wheel bearing and the brush had pushed the bearing through the chassisAs indicated in the Neato Robotics IncLimited 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 was void of warranty due to improper maintenance, an exception was made to replace it out of customer considerationWe 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 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 / [redacted] (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 itSo I decided to drop this case and stop wasting my time with this companyThank you for your help,Revdex.com agentYour work is very appreciated
NeatoRobotics does not send replacement belts like the one the customer is requesting because of the complexity that exist in taking the Robot ApartWe 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
Dear MsTalbott 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 D 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
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, ***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 compromisesFor the convenience of this complaint, the URL for [redacted] is provided - https://www.extronservices.com/neatorepair/.Best Regards,MBrown [redacted] , Inc
Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Dear Revdex.com, Thank you for providing the communications for your case number XXXXXXXX for [redacted] in Buda, TexasNeato Robotics, Incis 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 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 returnedTo date, we have no record of receiving the non-functioning Neato to satisfy the completion of RMA XXXXXWe 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 XXXXXThe replacement Neato will be routed to Neato HQ for further investigation Regards, M [redacted] Neato Robotics Initial Consumer Rebuttal / [redacted] (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 to 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 / [redacted] (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 XXXXXThe shipment was delivered at the assigned logistics location on Thursday, November 20thWe have now generated a new RMA (XXXXX), as Ms [redacted] now longer has two Neatos in her possessionThe new RMA is setup as Return & Replace, and we will again provide Ms [redacted] with a prepaid FedEx shipping labelOnce 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
Neato is sorry to hear about the issues that you are currently having with your Robot, but unfortunately, your Robot is 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
(The consumer indicated he/she DID NOT accept the response from the business.)The website for Extron hasn't been updated for two yearsI'm sorryI can't trust a website that hasn't been updated in at least [redacted] especially when credit card information is involvedAlso, the site says it's not authorized to repair botvac modelsMy XV is a botvacI'm going to need better new than this
Initial Business Response / [redacted] (1000, 8, 2015/12/02) */ Dear Revdex.com, We appreciate the correspondence received for your case number XXXXXXXX for [redacted] in Austin, TexasNeato 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 priceThe images clearly indicate the cause of the failure is due to improper maintenance or negligenceOn November 15, 2015, the support team was instructed to proceed with the best available option for this case as Return and RefundMs [redacted] will be provided with a prepaid FedEx shipping label for returning the Neato to the designated logistics facilityOnce the returned Neato has been received and verified, a refund check of the purchase price will be processed and mailed within 4-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 / [redacted] (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 purchaseThe representative who reviewed the images acknowledged that it was a design failure of the unit and suggested a replacementThe company charged me $for handling the replacementI have paid this fee the first time hoping that I will receive a better unit The second failure also happened right awayA pristine clean unit with a new brush had exactly the same issue after the first runThere 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 $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 $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 / [redacted] (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, in the amount of $The replacement for RMAXXXXX was shipped on September 11, via FedEx tracking number XXXXXXXXXXXX, which was delivered on September 16, The shipping charge was for the sole purpose of processing RMAXXXXX, which has since been fulfilledDue 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 replacementOur support records indicate a new support case (RMAXXXXX) was generated on November 4, 2015, which has been setup as Return and RefundThe request for a refund of $associated with RMAXXXXX is respectfully deniedA prepaid FedEx shipping label was emailed on December 12, 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 / [redacted] (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 representativeI followed all the directions very precisely just like I did in many years of using the previous model from this companyTheir 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 Robot Vacuum purchased from CostcoThe bearing that spins the brush keeps melting and breakingShort 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] ?pageNumber=(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] ?pageNumber= 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," messageWhile 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 designI 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 ***
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 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 / [redacted] (1000, 5, 2016/01/05) */ Dear Revdex.com, Thank you for providing the communications for your case number XXXXXXXX for [redacted] in Lexington, South CarolinaNeato 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 claimPlease note Ms [redacted] was in communication with the designated rebate clearinghouse that process rebate claims for Neato Robotics, Inc The initial $Neato XV-rebate purchase period was scheduled between July 1, to December 31, 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, to September 30, All mailed material must be postmarked by October 31, The revised rebate form was submitted to Amazon.com during the appropriate time-frame, as the Neato XV-purchased by [redacted] was August 8, 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, postmarked date Out of customer consideration, we are working with the rebate processing company to request an exception for processing Ms***'s $rebate claimOnce the concern has been resolved, we will provide an update Regards, M [redacted] Neato Robotics, Inc Initial Consumer Rebuttal / [redacted] (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 weeksTheir action is acceptableHowever, if the rebate is not received, I will reopen this case
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 matterSincerely, [redacted]
Dear Mr [redacted] and Revdex.com, We apologize for the inconvenienceNew Neato's carry a 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
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 mePlease request the replacement unit be sent to the shipping address in fileSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I received a new product which malfunctioned prior to year
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 Dwhen 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 D 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 FunaiThanks and take care, Neato Robotics
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
Initial Business Response / [redacted] (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 YorkNeato 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 refundOur records from FedEx indicate the Neato was received at our logistics facility on July 24, As indicated to [redacted] , the refund check would be processed within 4-weeks upon receiving the Neato back at our facilitiesAn exception was made to expedite this refund request, and a check was processed on Monday, August 3rdThe refund check was tendered to the US Postal ServicePlease allow delivery within 5-days Regards, M [redacted] Neato Robotics Final Consumer Response / [redacted] (3000, 9, 2015/07/28) */ The company finally agreed to accept the return of the vacuum in return for a full refundThe vacuum was retuned to the company through FedEx on July 22nd and arrived on July 24thI am currently waiting for the refund check
Hello, Neato Customer, Neato is very sorry for the experience you are currently having with your RobotBy looking at the case notes your Robot has been out of warranty for over a yearHowever, Neato is willing to have unit send to our Corporate office to have it evaluate it by one of our engineersIf 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 RobotIf the customer agrees I will have our call center send the customer a prepaid shipping labelThanks, Neato Robotics Customer Care Team Thanks, Neato Customer Care Team
Hi Revdex.com and ***, 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
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 meHow do we make arrangements for the new battery? Sincerely, [redacted]
Initial Business Response / [redacted] (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 Robotic Vacuum from Kohl's Department Store on November 30, 2014, which included a one (1) year manufacturer's limited warrantyThe information and images provided by [redacted] in our support case number RMAXXXXX clearly indicates damage due to improper maintenanceThe excessive buiof hair between the metal wheel bearing and the brush had pushed the bearing through the chassisAs indicated in the Neato Robotics IncLimited 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 was void of warranty due to improper maintenance, an exception was made to replace it out of customer considerationWe 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 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 / [redacted] (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 itSo I decided to drop this case and stop wasting my time with this companyThank you for your help,Revdex.com agentYour work is very appreciated
NeatoRobotics does not send replacement belts like the one the customer is requesting because of the complexity that exist in taking the Robot ApartWe 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
Dear MsTalbott 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 D 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
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, ***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 compromisesFor the convenience of this complaint, the URL for [redacted] is provided - https://www.extronservices.com/neatorepair/.Best Regards,MBrown [redacted] , Inc
Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Dear Revdex.com, Thank you for providing the communications for your case number XXXXXXXX for [redacted] in Buda, TexasNeato Robotics, Incis 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 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 returnedTo date, we have no record of receiving the non-functioning Neato to satisfy the completion of RMA XXXXXWe 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 XXXXXThe replacement Neato will be routed to Neato HQ for further investigation Regards, M [redacted] Neato Robotics Initial Consumer Rebuttal / [redacted] (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 to 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 / [redacted] (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 XXXXXThe shipment was delivered at the assigned logistics location on Thursday, November 20thWe have now generated a new RMA (XXXXX), as Ms [redacted] now longer has two Neatos in her possessionThe new RMA is setup as Return & Replace, and we will again provide Ms [redacted] with a prepaid FedEx shipping labelOnce 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
Neato is sorry to hear about the issues that you are currently having with your Robot, but unfortunately, your Robot is 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
(The consumer indicated he/she DID NOT accept the response from the business.)The website for Extron hasn't been updated for two yearsI'm sorryI can't trust a website that hasn't been updated in at least [redacted] especially when credit card information is involvedAlso, the site says it's not authorized to repair botvac modelsMy XV is a botvacI'm going to need better new than this
Initial Business Response / [redacted] (1000, 8, 2015/12/02) */ Dear Revdex.com, We appreciate the correspondence received for your case number XXXXXXXX for [redacted] in Austin, TexasNeato 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 priceThe images clearly indicate the cause of the failure is due to improper maintenance or negligenceOn November 15, 2015, the support team was instructed to proceed with the best available option for this case as Return and RefundMs [redacted] will be provided with a prepaid FedEx shipping label for returning the Neato to the designated logistics facilityOnce the returned Neato has been received and verified, a refund check of the purchase price will be processed and mailed within 4-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 / [redacted] (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 purchaseThe representative who reviewed the images acknowledged that it was a design failure of the unit and suggested a replacementThe company charged me $for handling the replacementI have paid this fee the first time hoping that I will receive a better unit The second failure also happened right awayA pristine clean unit with a new brush had exactly the same issue after the first runThere 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 $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 $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 / [redacted] (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, in the amount of $The replacement for RMAXXXXX was shipped on September 11, via FedEx tracking number XXXXXXXXXXXX, which was delivered on September 16, The shipping charge was for the sole purpose of processing RMAXXXXX, which has since been fulfilledDue 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 replacementOur support records indicate a new support case (RMAXXXXX) was generated on November 4, 2015, which has been setup as Return and RefundThe request for a refund of $associated with RMAXXXXX is respectfully deniedA prepaid FedEx shipping label was emailed on December 12, 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 / [redacted] (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 representativeI followed all the directions very precisely just like I did in many years of using the previous model from this companyTheir 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 Robot Vacuum purchased from CostcoThe bearing that spins the brush keeps melting and breakingShort 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] ?pageNumber=(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] ?pageNumber= 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," messageWhile 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 designI 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 ***
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 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 / [redacted] (1000, 5, 2016/01/05) */ Dear Revdex.com, Thank you for providing the communications for your case number XXXXXXXX for [redacted] in Lexington, South CarolinaNeato 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 claimPlease note Ms [redacted] was in communication with the designated rebate clearinghouse that process rebate claims for Neato Robotics, Inc The initial $Neato XV-rebate purchase period was scheduled between July 1, to December 31, 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, to September 30, All mailed material must be postmarked by October 31, The revised rebate form was submitted to Amazon.com during the appropriate time-frame, as the Neato XV-purchased by [redacted] was August 8, 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, postmarked date Out of customer consideration, we are working with the rebate processing company to request an exception for processing Ms***'s $rebate claimOnce the concern has been resolved, we will provide an update Regards, M [redacted] Neato Robotics, Inc Initial Consumer Rebuttal / [redacted] (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 weeksTheir action is acceptableHowever, if the rebate is not received, I will reopen this case
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 matterSincerely, [redacted]
Dear Mr [redacted] and Revdex.com, We apologize for the inconvenienceNew Neato's carry a 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