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 / [redacted] (1000, 5, 2015/11/03) */ Dear Revdex.com, Thank you for providing the communications for the Revdex.com Case Number XXXXXXXX for [redacted] in Milwaukee, WisconsinNeato Robotics is eager to provide a resolution or clarification for all customer concerns A review of the support cases for [redacted] indicates he had purchased a Neato XV-on May 6, from Amazon.comAll newly purchased Neato Robotic Vacuums from authorized resellers, such as Amazon.com, include a one (1) year manufacturer's warranty from the date of the original purchaseThe manufacturer's warranty for the original purchased Neato XV-expired on May 6, All warranty replacements during the warranty period does re-start the warrantyOut of customer consideration, [redacted] was approved for an out-of-warranty replacement exception of his Neato XV-As previously indicated, the warranty cannot be extended from the original warranty periodWe can, however, offer [redacted] a complimentary prepaid shipping label for returning his Neato XV-for a replacementPlease note, this exception is solely for the express purpose of customer consideration for a post-warranty NeatoGenerally, all post-warranty services are handled through our authorized repair facilityWith [redacted] Butter's acknowledgement, arrangements can be made to setup a Return-And-Replace RMA and provide a prepaid shipping label Regards, M [redacted] Neato Robotics Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/01/04) */ HelloI really am not interested in a Neato vacuum without a warrantyI have had units that have failed before reaching year of ageIn fact, the units lasted a combined months of service so the average life span is monthsI doubt that an unwarrantied unit would last any longer as the company would have no incentive to send me a reliable unit because they would have no responsibility for it's performanceI would like my investment in the Neato company refunded including my purchase price and subsequent shipping charges that I have accrued - with this arrangement Neato can pay for the shipping of their expired unit to their facility if they chooseOr I am willing to accept a new (non-reconditioned) Neato vacuum unit with the maximum warranty and no further monetary charges to me so that Neato may stand behind their product- [redacted] I am very sorry that I missed the deadline for thisBetween school and work, it slipped through the cracksIf I could reopen the case, it would be very appreciatedHave a good day [redacted] Final Business Response / [redacted] (4000, 15, 2016/01/19) */ Dear Revdex.com, Thank you for providing the rebuttal for [redacted] for your case number XXXXXXXX As previously indicated, the Neato XV-purchased by [redacted] included a one (1) year manufacturer's warranty, which expired on May 6, The warranty only applies to purchased products and begins on the date of purchaseExtended warranties are the responsibility of the purchaser We feel that our offer of providing [redacted] with a replacement for his out of warranty Neato-was more than fairWe are sorry if [redacted] feels otherwiseOur previous offer is beyond our exception for customer consideration, and is still available for [redacted] Regards, M [redacted] Neato Robotics, Inc Final Consumer Response / [redacted] (4200, 17, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Apparently neither myself nor Neato has faith in their productI do not have faith in the product because units in a row have failed me - my original purchase failed right out of the boxNeato shows lack of faith in their product by refusing to warranty a third replacement despite the fact that units (Original purchase + replacements) in a row have failed before year of service (year is the duration of the warranty)I would like have a new Neato XV-with an extended warranty, and also an agreement that I will not incur any further costs (ieshipping) due to product failures "Fair" as it was put in the proposal is not to sell someone a faulty product, replace it at the cost of the consumer ($per replacement in shipping costs) with another faulty product, then replace the replacement with another faulty product, repeat as needed until year runs out, then tell your consumer that they can have another product that is not under warranty so that when the final replacement fails, your hands are cleanThat is creating loopholes for yourself (Neato Robotics) so that you may never produce a reliable product and also to never fully stand behind its performance I do not accept the repeated terms proposed by Neato Robotics - [redacted]
Initial Business Response / [redacted] (1000, 13, 2015/07/27) */ Dear Revdex.com, Thank you for providing the communications for your Case Number XXXXXXXX for [redacted] in [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 refundTo 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 RoboticsInc Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/27) */ I received an e-mail from "***" at Neato customer care informing me that they were "still" waiting for proof of purchase from me before they could issue a replacement or refundI 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 issueThis 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 / [redacted] (4000, 18, 2015/08/14) */ Dear Revdex.com, We appreciate the response received from [redacted] on July 29, to our customer care team for their email sent on July 21, 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 requiredA prepaid shipping label was emailed to the email address on file ( [redacted] @gmail.com) from FedEx.com on Wednesday, August 12, for the return of the Neato to complete the refund processThe FedEx tracking number for the prepaid shipping label is XXXXXXXXXXXXOnce the Neato has been received and verified at the assigned logistics location, a refund check will be processed and mailedPlease allow 2-weeks for processing and delivery via USPS Regards, M [redacted] Neato Robotics Final Consumer Response / [redacted] (4200, 21, 2015/08/19) */ I received a shipping label from Fedex three days ago for a return to NeatoThis was not accompanied by any information or correspondence from Neato itselfI 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 boxI 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 forI have tried calling Neato again, but hung up after forty five minutes on hold
Hi [redacted] , We are sorry you feel this way Like we mentioned before, we sent the Din good faith We are happy to assist you with Funai and get the other unit fixed since you are having issues afterTake care, Neato Robotics
Initial Business Response / [redacted] (1000, 6, 2015/09/23) */ Dear Revdex.com, Thank you for providing the communication for your Case Number XXXXXXXX for [redacted] in Mississauga, OntarioNeato 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-Robotic Vacuum on February 9, 2014, which include a one (1) year Neato Robotics IncLimited Manufacturer's WarrantyShould any Neato fail due to a manufacturer's defect within the warranty period, Neato Robotics will either repair or replace the NeatoThe warranty for [redacted] 's purchase had expired on February 9, [redacted] was provided with the service facility that is authorized to repair out-of-warranty Neato productsHowever, 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 / [redacted] (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 timeSeems very strange the neatos broke down in monthsThat is not acceptable for any electronic let alone one that is very expensiveAt the very least a partial refund of $is acceptable, or a replacement
Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Dear Revdex.com, Thank you for providing the communication for your Case Number XXXXXXXX for [redacted] in Soquel, CaliforniaNeato 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 It is likely the Neato XV Signature may have the latest software already installedHowever, previous support case notes do not indicate a support agent had obtained the Neato's current software version to provide assistance regarding the latest availabilityTo find the version of software the Neato robot is running click the MENU button on the home screenSelect "Support" then "Show Revisions." The software version is the number after "SW" on the screenOnce 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 / [redacted] (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 robotThe robot currently runs version The latest software is version The tech said she couldn't help me with the software upgrade and that no one in tech support could help meThat was the last I heard from NeatoNeato has ongoing problems with their software uploader which they need to address Final Business Response / [redacted] (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 updateOur record for support case number XXXXX indicates Mr [redacted] had contacted the support team regarding navigation issuesUpon 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 upgradeNeato 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 vibrationIt 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 yearsExcessive debris in these areas will not allow the Neato to perform with the best programmed behavior, which also includes navigationThe 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.comWe will return [redacted] ***'s Neato to him on Monday, November 16th via FedEx Ground Regards, M [redacted] Neato Robotics Final Consumer Response / [redacted] (4200, 17, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint started on 9/18/It's been almost months of haggeling to get Neato to repair the cleaning robot in questionNeato's solution of updating the software but not repairing the robot is unacceptableGiven the amount of time involved, Neato should have cleaned the unit and made sure it was in good operating condition before returning the unitNeato is sending a clear message that customer satisfaction with their products is unimportantThe only solution that is acceptable after the amount of time this has taken is to restore the robot to full working condition
Dear BBB 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: I have sent them all the proof of purchase that Groupon would provideIf they can not refund I spoke to the gentleman and he said he would be happy to send my Neato back to meThat would be greatThey cannot keep my unit and my money You have to give me one or the otherIf no refund then return my unitThat is what they said they would doWhy haven't they done that yet???? Neato said they would send my unit backWhy don't I have it?Sincerely, [redacted] ***
Hello Neato Customer, Unfortunately, there is nothing that we can do for this case as the product warranty has already expired Thanks, Neato Customer Care
Complaint: [redacted] I am rejecting this response because:I would be happy to accept this offer if I can be provided with a tracking number because you see they have already promised to send new unit and never didProvide tracking number and I will accept offerSincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please have someone from customer service contact me to send pre-paid label to send product back for repair Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/08/05) */ Dear Revdex.com, Thank you for providing the communication for your Case Number XXXXXXXX for [redacted] in [redacted] , [redacted] Neato Robotics is eager to provide clarification or a resolution for all customer concernsWe 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 purchaseFor this case, the purchase date for the Neato XV Signature Pro was October 23, 2013, in which the warranty had expired on October 23, Any exceptions to the warranty would require corporate approval before the support team provides any promises to our customersWe 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 It is our current warranty policy for all claims processed 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 XXXXXOnce the unit from [redacted] has been received and verified, a replacement Neato Botvac will ship to himThe 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 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, Regards, M [redacted] Neato Robotics Initial Consumer Rebuttal / [redacted] (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 meThey 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 noteThe 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 / [redacted] (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 out of customer consideration under our support RMA XXXXXAs indicated by [redacted] ***, he has elected to repair the Neato himself, and has asked to close the Revdex.com caseWe will close our support case was well Regards, M [redacted] Neato Robotics, Inc
Initial Business Response / [redacted] (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, TexasNeato Robotics, Incis 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.comA 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.comWe 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 rebuttalThe 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
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 meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Dear Revdex.com, We appreciate the correspondence provided to us for [redacted] , associated with your Case Number XXXXXXXXNeato 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 XXXXXA warranty claim can only be processed as an extension of our manufacturer's warrantyTherefore, Neato Robotics has in fact honored our warrantyWe 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 NeatoTo date, the FedEx tracking number (XXXXXXXXXXXX) does not reflect any activity associated with the courtesy shipping labelOnce 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 / [redacted] (3000, 7, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Neato sells defective productsshipping label was sent weeks and after calls as a favor by company as they told me on the call that its customers responsibility to send the product backIf customer bought a product and its not working why is customer held responsible for malfunctioning productIts responsibility of the manufacturer This is a company which is unable and unwilling to take responsibility and ownership of its products and defects in themOnce 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 moneyTake your garbage product back and refund Final Business Response / [redacted] (4000, 9, 2015/09/14) */ Dear Revdex.com, The rebuttal provided by [redacted] has been reviewedThe Neato Robotics IncLimited Manufacturer's Warranty is available on our website for further review - www.NeatoRobotics.comIn short, it indicates if a product should fail during the warranty period, Neato Robotics will provide a replacement and shipping charges may applyShipping charges are not an extension of the manufacturer's warrantyOur 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 via FedEx tracking number XXXXXXXXXXXXTo date, there has been no activity associated with the prepaid shipping label to fulfil the warranty claim, and the FedEx label link has expiredWe will process another prepaid shipping label for returning the product to the designated logistics facilityOnce the non-functioning Neato is received and verified at the determined facility, a replacement will immediately be shipped to fulfil the warranty obligationThe second FedEx shipping link was provided to [redacted] , and is associated with FedEx tracking number XXXXXXXXXXXX Regards, M [redacted] Neato Robotics Final Consumer Response / [redacted] (4200, 13, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) M ***, your response show everything that is wrong with NeatoI shared about you guys hiding behind fine print on your website rather than standing behind your product Bad customer service and product
Initial Business Response / [redacted] (1000, 11, 2015/07/24) */ Dear Revdex.com, Thank you for providing the communications for your Complaint# XXXXXXXX for [redacted] in Dayton, OhioNeato 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 $diagnostic fee if a customer elects to have their post-warranty service performed by our authorized repair facilityExtron 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 electronicsWe are sorry to hear [redacted] feels otherwiseThe pricing for a Neato replacement provided by Extron Services is less than the suggested manufacturer's retail priceNeato 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 NeatoNeato Robotics cannot be held responsible for reimbursement of charges associated with Extron Services Regards, M [redacted] Neato Robotics Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/08/12) */ Dear Ms [redacted] , I have reviewed NEATO's response, and I do not find it to be satisfactoryThe response shows that the company is unwilling to accept any responsibility for the poor customer service which it providesAside 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 $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 costsIn addition to this e-mail, I am sending the e-mail which I received from NEATO's repair service with the price quotesOne of the necessary repairs was to fix the chargerBecause I requested my old NEATO to be sent back to me without any repairs, I was able to check how it is functioning once againI 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 fineBecause of this, I can say that not all of the repairs listed on the price quote which was sent to me were actually necessaryThis appears to me to be fraudMy middle-ground proposal is to be compensated for the shipping costs that I incurred which amount to approximately $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 meSincerely, Jason [redacted]
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 ***) 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
Hello, Your new robot will go out today, the tracking number is [redacted] Thanks, Neato Customer Care Team
Complaint: [redacted] I am rejecting this response because: Well, that’s garbage customer serviceSincerely,Joseph [redacted]
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 / [redacted] (1000, 5, 2015/11/03) */ Dear Revdex.com, Thank you for providing the communications for the Revdex.com Case Number XXXXXXXX for [redacted] in Milwaukee, WisconsinNeato Robotics is eager to provide a resolution or clarification for all customer concerns A review of the support cases for [redacted] indicates he had purchased a Neato XV-on May 6, from Amazon.comAll newly purchased Neato Robotic Vacuums from authorized resellers, such as Amazon.com, include a one (1) year manufacturer's warranty from the date of the original purchaseThe manufacturer's warranty for the original purchased Neato XV-expired on May 6, All warranty replacements during the warranty period does re-start the warrantyOut of customer consideration, [redacted] was approved for an out-of-warranty replacement exception of his Neato XV-As previously indicated, the warranty cannot be extended from the original warranty periodWe can, however, offer [redacted] a complimentary prepaid shipping label for returning his Neato XV-for a replacementPlease note, this exception is solely for the express purpose of customer consideration for a post-warranty NeatoGenerally, all post-warranty services are handled through our authorized repair facilityWith [redacted] Butter's acknowledgement, arrangements can be made to setup a Return-And-Replace RMA and provide a prepaid shipping label Regards, M [redacted] Neato Robotics Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/01/04) */ HelloI really am not interested in a Neato vacuum without a warrantyI have had units that have failed before reaching year of ageIn fact, the units lasted a combined months of service so the average life span is monthsI doubt that an unwarrantied unit would last any longer as the company would have no incentive to send me a reliable unit because they would have no responsibility for it's performanceI would like my investment in the Neato company refunded including my purchase price and subsequent shipping charges that I have accrued - with this arrangement Neato can pay for the shipping of their expired unit to their facility if they chooseOr I am willing to accept a new (non-reconditioned) Neato vacuum unit with the maximum warranty and no further monetary charges to me so that Neato may stand behind their product- [redacted] I am very sorry that I missed the deadline for thisBetween school and work, it slipped through the cracksIf I could reopen the case, it would be very appreciatedHave a good day [redacted] Final Business Response / [redacted] (4000, 15, 2016/01/19) */ Dear Revdex.com, Thank you for providing the rebuttal for [redacted] for your case number XXXXXXXX As previously indicated, the Neato XV-purchased by [redacted] included a one (1) year manufacturer's warranty, which expired on May 6, The warranty only applies to purchased products and begins on the date of purchaseExtended warranties are the responsibility of the purchaser We feel that our offer of providing [redacted] with a replacement for his out of warranty Neato-was more than fairWe are sorry if [redacted] feels otherwiseOur previous offer is beyond our exception for customer consideration, and is still available for [redacted] Regards, M [redacted] Neato Robotics, Inc Final Consumer Response / [redacted] (4200, 17, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Apparently neither myself nor Neato has faith in their productI do not have faith in the product because units in a row have failed me - my original purchase failed right out of the boxNeato shows lack of faith in their product by refusing to warranty a third replacement despite the fact that units (Original purchase + replacements) in a row have failed before year of service (year is the duration of the warranty)I would like have a new Neato XV-with an extended warranty, and also an agreement that I will not incur any further costs (ieshipping) due to product failures "Fair" as it was put in the proposal is not to sell someone a faulty product, replace it at the cost of the consumer ($per replacement in shipping costs) with another faulty product, then replace the replacement with another faulty product, repeat as needed until year runs out, then tell your consumer that they can have another product that is not under warranty so that when the final replacement fails, your hands are cleanThat is creating loopholes for yourself (Neato Robotics) so that you may never produce a reliable product and also to never fully stand behind its performance I do not accept the repeated terms proposed by Neato Robotics - [redacted]
Initial Business Response / [redacted] (1000, 13, 2015/07/27) */ Dear Revdex.com, Thank you for providing the communications for your Case Number XXXXXXXX for [redacted] in [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 refundTo 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 RoboticsInc Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/27) */ I received an e-mail from "***" at Neato customer care informing me that they were "still" waiting for proof of purchase from me before they could issue a replacement or refundI 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 issueThis 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 / [redacted] (4000, 18, 2015/08/14) */ Dear Revdex.com, We appreciate the response received from [redacted] on July 29, to our customer care team for their email sent on July 21, 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 requiredA prepaid shipping label was emailed to the email address on file ( [redacted] @gmail.com) from FedEx.com on Wednesday, August 12, for the return of the Neato to complete the refund processThe FedEx tracking number for the prepaid shipping label is XXXXXXXXXXXXOnce the Neato has been received and verified at the assigned logistics location, a refund check will be processed and mailedPlease allow 2-weeks for processing and delivery via USPS Regards, M [redacted] Neato Robotics Final Consumer Response / [redacted] (4200, 21, 2015/08/19) */ I received a shipping label from Fedex three days ago for a return to NeatoThis was not accompanied by any information or correspondence from Neato itselfI 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 boxI 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 forI have tried calling Neato again, but hung up after forty five minutes on hold
Hi [redacted] , We are sorry you feel this way Like we mentioned before, we sent the Din good faith We are happy to assist you with Funai and get the other unit fixed since you are having issues afterTake care, Neato Robotics
Initial Business Response / [redacted] (1000, 6, 2015/09/23) */ Dear Revdex.com, Thank you for providing the communication for your Case Number XXXXXXXX for [redacted] in Mississauga, OntarioNeato 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-Robotic Vacuum on February 9, 2014, which include a one (1) year Neato Robotics IncLimited Manufacturer's WarrantyShould any Neato fail due to a manufacturer's defect within the warranty period, Neato Robotics will either repair or replace the NeatoThe warranty for [redacted] 's purchase had expired on February 9, [redacted] was provided with the service facility that is authorized to repair out-of-warranty Neato productsHowever, 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 / [redacted] (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 timeSeems very strange the neatos broke down in monthsThat is not acceptable for any electronic let alone one that is very expensiveAt the very least a partial refund of $is acceptable, or a replacement
Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Dear Revdex.com, Thank you for providing the communication for your Case Number XXXXXXXX for [redacted] in Soquel, CaliforniaNeato 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 It is likely the Neato XV Signature may have the latest software already installedHowever, previous support case notes do not indicate a support agent had obtained the Neato's current software version to provide assistance regarding the latest availabilityTo find the version of software the Neato robot is running click the MENU button on the home screenSelect "Support" then "Show Revisions." The software version is the number after "SW" on the screenOnce 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 / [redacted] (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 robotThe robot currently runs version The latest software is version The tech said she couldn't help me with the software upgrade and that no one in tech support could help meThat was the last I heard from NeatoNeato has ongoing problems with their software uploader which they need to address Final Business Response / [redacted] (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 updateOur record for support case number XXXXX indicates Mr [redacted] had contacted the support team regarding navigation issuesUpon 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 upgradeNeato 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 vibrationIt 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 yearsExcessive debris in these areas will not allow the Neato to perform with the best programmed behavior, which also includes navigationThe 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.comWe will return [redacted] ***'s Neato to him on Monday, November 16th via FedEx Ground Regards, M [redacted] Neato Robotics Final Consumer Response / [redacted] (4200, 17, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint started on 9/18/It's been almost months of haggeling to get Neato to repair the cleaning robot in questionNeato's solution of updating the software but not repairing the robot is unacceptableGiven the amount of time involved, Neato should have cleaned the unit and made sure it was in good operating condition before returning the unitNeato is sending a clear message that customer satisfaction with their products is unimportantThe only solution that is acceptable after the amount of time this has taken is to restore the robot to full working condition
Dear BBB 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: I have sent them all the proof of purchase that Groupon would provideIf they can not refund I spoke to the gentleman and he said he would be happy to send my Neato back to meThat would be greatThey cannot keep my unit and my money You have to give me one or the otherIf no refund then return my unitThat is what they said they would doWhy haven't they done that yet???? Neato said they would send my unit backWhy don't I have it?Sincerely, [redacted] ***
Hello Neato Customer, Unfortunately, there is nothing that we can do for this case as the product warranty has already expired Thanks, Neato Customer Care
Complaint: [redacted] I am rejecting this response because:I would be happy to accept this offer if I can be provided with a tracking number because you see they have already promised to send new unit and never didProvide tracking number and I will accept offerSincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please have someone from customer service contact me to send pre-paid label to send product back for repair Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/08/05) */ Dear Revdex.com, Thank you for providing the communication for your Case Number XXXXXXXX for [redacted] in [redacted] , [redacted] Neato Robotics is eager to provide clarification or a resolution for all customer concernsWe 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 purchaseFor this case, the purchase date for the Neato XV Signature Pro was October 23, 2013, in which the warranty had expired on October 23, Any exceptions to the warranty would require corporate approval before the support team provides any promises to our customersWe 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 It is our current warranty policy for all claims processed 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 XXXXXOnce the unit from [redacted] has been received and verified, a replacement Neato Botvac will ship to himThe 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 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, Regards, M [redacted] Neato Robotics Initial Consumer Rebuttal / [redacted] (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 meThey 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 noteThe 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 / [redacted] (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 out of customer consideration under our support RMA XXXXXAs indicated by [redacted] ***, he has elected to repair the Neato himself, and has asked to close the Revdex.com caseWe will close our support case was well Regards, M [redacted] Neato Robotics, Inc
Initial Business Response / [redacted] (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, TexasNeato Robotics, Incis 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.comA 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.comWe 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 rebuttalThe 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
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 meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Dear Revdex.com, We appreciate the correspondence provided to us for [redacted] , associated with your Case Number XXXXXXXXNeato 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 XXXXXA warranty claim can only be processed as an extension of our manufacturer's warrantyTherefore, Neato Robotics has in fact honored our warrantyWe 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 NeatoTo date, the FedEx tracking number (XXXXXXXXXXXX) does not reflect any activity associated with the courtesy shipping labelOnce 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 / [redacted] (3000, 7, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Neato sells defective productsshipping label was sent weeks and after calls as a favor by company as they told me on the call that its customers responsibility to send the product backIf customer bought a product and its not working why is customer held responsible for malfunctioning productIts responsibility of the manufacturer This is a company which is unable and unwilling to take responsibility and ownership of its products and defects in themOnce 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 moneyTake your garbage product back and refund Final Business Response / [redacted] (4000, 9, 2015/09/14) */ Dear Revdex.com, The rebuttal provided by [redacted] has been reviewedThe Neato Robotics IncLimited Manufacturer's Warranty is available on our website for further review - www.NeatoRobotics.comIn short, it indicates if a product should fail during the warranty period, Neato Robotics will provide a replacement and shipping charges may applyShipping charges are not an extension of the manufacturer's warrantyOur 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 via FedEx tracking number XXXXXXXXXXXXTo date, there has been no activity associated with the prepaid shipping label to fulfil the warranty claim, and the FedEx label link has expiredWe will process another prepaid shipping label for returning the product to the designated logistics facilityOnce the non-functioning Neato is received and verified at the determined facility, a replacement will immediately be shipped to fulfil the warranty obligationThe second FedEx shipping link was provided to [redacted] , and is associated with FedEx tracking number XXXXXXXXXXXX Regards, M [redacted] Neato Robotics Final Consumer Response / [redacted] (4200, 13, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) M ***, your response show everything that is wrong with NeatoI shared about you guys hiding behind fine print on your website rather than standing behind your product Bad customer service and product
Initial Business Response / [redacted] (1000, 11, 2015/07/24) */ Dear Revdex.com, Thank you for providing the communications for your Complaint# XXXXXXXX for [redacted] in Dayton, OhioNeato 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 $diagnostic fee if a customer elects to have their post-warranty service performed by our authorized repair facilityExtron 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 electronicsWe are sorry to hear [redacted] feels otherwiseThe pricing for a Neato replacement provided by Extron Services is less than the suggested manufacturer's retail priceNeato 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 NeatoNeato Robotics cannot be held responsible for reimbursement of charges associated with Extron Services Regards, M [redacted] Neato Robotics Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/08/12) */ Dear Ms [redacted] , I have reviewed NEATO's response, and I do not find it to be satisfactoryThe response shows that the company is unwilling to accept any responsibility for the poor customer service which it providesAside 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 $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 costsIn addition to this e-mail, I am sending the e-mail which I received from NEATO's repair service with the price quotesOne of the necessary repairs was to fix the chargerBecause I requested my old NEATO to be sent back to me without any repairs, I was able to check how it is functioning once againI 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 fineBecause of this, I can say that not all of the repairs listed on the price quote which was sent to me were actually necessaryThis appears to me to be fraudMy middle-ground proposal is to be compensated for the shipping costs that I incurred which amount to approximately $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 meSincerely, Jason [redacted]
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 ***) 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