Hi all, We apologize for the delay We had an internal delay on this model in shipping We have more inventory this week coming in and will go out to you We will ship via day as soon as the stock comes in so please expect it either the end of this week or early next week For the inconvenience we also are going to send you some extra accessories Thank you for your patience, Neato Robotoics
Complaint: [redacted] I am rejecting this response because:the preferred solution would still be us getting the full refund as we lost confidence in Neato's product from this incidenceAdditionally, I'm not sure how the evaluation could be done to see if the unit was defective prior to this incidence, beacause it is now in pieces due to the fallMoreover, a replacement without a warranty will not be a satisfactory solution since we already lost our confidence in this product as stated before.Sincerely, [redacted] ***
Dear Customer and Revdex.com, We apologize for the issues you are having with the Neato not making it back to the charge base Usually this is an error in which the Neato cannot see the charge base and the charge base needs to be moved to a more open location(away from a door, feet clear on each side) and also clean the black part of the charge base with a dry clothThe other item is for the Neato to return to the charge base with more success you should start your cleaning from the base For example, if you carry your Neato somewhere, it may not make it back to the base It is untrue of the claim that they all seem to break within six months and a yearMost customers are very happy and have no issues and many customers have had them for plus years Also, most issues occur when the device is not regularly cleaned I do see from past notes you mentioned you do clean which is great We would love to replace your charge base and will have the team contact and set that up Thanks, Neato Robotics
Neato is very sorry to hear about the experience you have been having with Funai. Neato has contacted Funail about your concern and they have already taken action to address your issue, they have sent a box and a shipping label to have customer's unit ship back to their warehouse for repair,... the tracking no. provided by Funai is [redacted] . Please keep communicating with them on a regular basis as they are a third party out of warranty repair company and we do not handle their internal functionalities. Thanks, Neato
Dear Neato Customer, At this time we can go ahead and make an exception and replace your battery, however, if after receiving the battery you continue to have issues with your robot you will have to send it to Funai our authorized out of warranty service for repairs Thanks, Neato Robotics Customer Care
Complaint: [redacted] I am rejecting this response because:Neato indicates that they feel that they have made a resolution by given a "courtesy" newer unit (of a value of $399) with-out the same features (spin brush) that I had on my defective Neato units, which I have spent $including repairNeato can claim that the new one has more technological features than the units I own, but if they do not do the same functions, then they are not the sameNeato seems to act as if they take no responsibility for the quality of the equipment they produceIf Neato has no quality issues, then why do they advertise their authorize repair service on Neato website? As a consumer I feel a purchased in good faith a Porsche and have been given a "courtesy" volkswagenIf this is the mind set of Neato CEO in how to take care of their customers then it is understandable why they have horrible customer service Sincerely, [redacted]
Hello Neato Customer, Per customer’s statement, the robot is out of warranty; she’s had the unit close to two yearsAll of our robots come with one-year manufacturer warranty from the original date of purchase, the customer has the option to have the unit repaired by two our recommended repair centers, Funai [redacted] Sincerely, Neato Customer Care
Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Dear Revdex.com, Thank you for providing the communications for your Case Number XXXXXXXX for [redacted] in Charlotte, North CarolinaNeato Robotics is eager to provide a resolution or clarification for all customer concerns A review of your records indicates [redacted] had purchased a Neato XV-on July 23, 2014, which included a one (1) year Neato Robotics IncLimited Manufacturer's WarrantyTherefore, the warranty period for the Neato purchased by [redacted] had expired on July 23, The warranty period is valid from the original date of purchase, and does not transfer to replacements provided during the warranty periodWe are sorry if [redacted] feels otherwiseMs [redacted] was provided with the authorized post-warranty repair and service facility, Extron Services, that specializes in repairing Neato robotic vacuums Best Regards, M [redacted] Neato Robotics Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am completely aggravated by this situationAs a small business owner myself I would expect more from a larger company like Neato and how they handle faulty products and unsatisfied customersThis is such an expensive product and for me to have issues each time within such a short period makes me question how they run thingsWith the research I have done on my end- the error I am getting with my replacement seems like a very common issue that is out of my control and a costly oneFor all I know this is a refurbished vacuum that someone else had issues with, they turned around fixed it and then gave it to me as my "replacement"I don't recall I was ever told that my warranty would be null and void when they sent me a "replacement", knowing that I most likely would have asked for my money backWhen I contacted them about this replacement vacuum I was told two options; I could purchase a refurbished one or send it to a third party to get diagnosed and repaired at my expenseTo me this is totally unacceptable since I already spent so much money on a product that should last more than monthsWhat is disappointing is when the product actually was working properly I was a huge advocate for the Neato brand over its competitorsWhen my first one had issues I thought okay must have been a defective unitI was thankful for the replacement but then months later it had major issues and now it won't work at allI just don't think it is acceptable of them to ask me to soak any more money into a vacuum that should have a longer lifespan Final Business Response / [redacted] (4000, 13, 2015/10/20) */ Dear Revdex.com, Thank you for providing the rebuttal for [redacted] As previously indicated, the warranty period for the Neato XV-purchased by [redacted] had expiredThe information provided by the technical support agent was curious and in line with company policy, we are sorry if [redacted] feels otherwise Out of customer consideration, we will provide [redacted] with a replacement made outside of the limited warrantyThe Neato Robotics IncLimited Warranty starts from the date of purchase for one (1) yearTherefore, a warranty is not applied to the replacement for this case [redacted] will receive a prepaid shipping label via email within 24-hours for returning her Neato to the designated logistics facilityOnce the returned Neato XV-has been received and verified, a courtesy replacement will ship Regards, M [redacted] Neato Robotics Final Consumer Response / [redacted] (2000, 16, 2015/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response and the replacement from NeatoI was under the impression my case was closed due to the late response back from Neato and the information provided by my representative from Revdex.comOn Tuesday October 20, I shipped my Neato to ExtronIt is scheduled to arrive on Tuesday October I would like to request that the shipping label be sent to them or sent to me to send to them so you can receive our VacuumI request not to be charge the $from Extron since we will no longer need their servicesI do have an email out to them but there is no number listed to reach themPlease advise me the best way to get my defective unit to your companyI can be reached at [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 meSincerely, Brent [redacted]
Hi all, We apologize for the delay We had an internal delay on this model in shipping We have more inventory this week coming in and will go out to you We will ship via day as soon as the stock comes in so please expect it either the end of this week or early next week For the inconvenience we also are going to send you some extra accessories Thank you for your patience, Neato Robotoics
Complaint: [redacted] I am rejecting this response because:the preferred solution would still be us getting the full refund as we lost confidence in Neato's product from this incidenceAdditionally, I'm not sure how the evaluation could be done to see if the unit was defective prior to this incidence, beacause it is now in pieces due to the fallMoreover, a replacement without a warranty will not be a satisfactory solution since we already lost our confidence in this product as stated before.Sincerely, [redacted] ***
Dear Customer and Revdex.com, We apologize for the issues you are having with the Neato not making it back to the charge base Usually this is an error in which the Neato cannot see the charge base and the charge base needs to be moved to a more open location(away from a door, feet clear on each side) and also clean the black part of the charge base with a dry clothThe other item is for the Neato to return to the charge base with more success you should start your cleaning from the base For example, if you carry your Neato somewhere, it may not make it back to the base It is untrue of the claim that they all seem to break within six months and a yearMost customers are very happy and have no issues and many customers have had them for plus years Also, most issues occur when the device is not regularly cleaned I do see from past notes you mentioned you do clean which is great We would love to replace your charge base and will have the team contact and set that up Thanks, Neato Robotics
Neato is very sorry to hear about the experience you have been having with Funai. Neato has contacted Funail about your concern and they have already taken action to address your issue, they have sent a box and a shipping label to have customer's unit ship back to their warehouse for repair,... the tracking no. provided by Funai is [redacted] . Please keep communicating with them on a regular basis as they are a third party out of warranty repair company and we do not handle their internal functionalities. Thanks, Neato
Dear Neato Customer, At this time we can go ahead and make an exception and replace your battery, however, if after receiving the battery you continue to have issues with your robot you will have to send it to Funai our authorized out of warranty service for repairs Thanks, Neato Robotics Customer Care
Complaint: [redacted] I am rejecting this response because:Neato indicates that they feel that they have made a resolution by given a "courtesy" newer unit (of a value of $399) with-out the same features (spin brush) that I had on my defective Neato units, which I have spent $including repairNeato can claim that the new one has more technological features than the units I own, but if they do not do the same functions, then they are not the sameNeato seems to act as if they take no responsibility for the quality of the equipment they produceIf Neato has no quality issues, then why do they advertise their authorize repair service on Neato website? As a consumer I feel a purchased in good faith a Porsche and have been given a "courtesy" volkswagenIf this is the mind set of Neato CEO in how to take care of their customers then it is understandable why they have horrible customer service Sincerely, [redacted]
Hello Neato Customer, Per customer’s statement, the robot is out of warranty; she’s had the unit close to two yearsAll of our robots come with one-year manufacturer warranty from the original date of purchase, the customer has the option to have the unit repaired by two our recommended repair centers, Funai [redacted] Sincerely, Neato Customer Care
Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Dear Revdex.com, Thank you for providing the communications for your Case Number XXXXXXXX for [redacted] in Charlotte, North CarolinaNeato Robotics is eager to provide a resolution or clarification for all customer concerns A review of your records indicates [redacted] had purchased a Neato XV-on July 23, 2014, which included a one (1) year Neato Robotics IncLimited Manufacturer's WarrantyTherefore, the warranty period for the Neato purchased by [redacted] had expired on July 23, The warranty period is valid from the original date of purchase, and does not transfer to replacements provided during the warranty periodWe are sorry if [redacted] feels otherwiseMs [redacted] was provided with the authorized post-warranty repair and service facility, Extron Services, that specializes in repairing Neato robotic vacuums Best Regards, M [redacted] Neato Robotics Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am completely aggravated by this situationAs a small business owner myself I would expect more from a larger company like Neato and how they handle faulty products and unsatisfied customersThis is such an expensive product and for me to have issues each time within such a short period makes me question how they run thingsWith the research I have done on my end- the error I am getting with my replacement seems like a very common issue that is out of my control and a costly oneFor all I know this is a refurbished vacuum that someone else had issues with, they turned around fixed it and then gave it to me as my "replacement"I don't recall I was ever told that my warranty would be null and void when they sent me a "replacement", knowing that I most likely would have asked for my money backWhen I contacted them about this replacement vacuum I was told two options; I could purchase a refurbished one or send it to a third party to get diagnosed and repaired at my expenseTo me this is totally unacceptable since I already spent so much money on a product that should last more than monthsWhat is disappointing is when the product actually was working properly I was a huge advocate for the Neato brand over its competitorsWhen my first one had issues I thought okay must have been a defective unitI was thankful for the replacement but then months later it had major issues and now it won't work at allI just don't think it is acceptable of them to ask me to soak any more money into a vacuum that should have a longer lifespan Final Business Response / [redacted] (4000, 13, 2015/10/20) */ Dear Revdex.com, Thank you for providing the rebuttal for [redacted] As previously indicated, the warranty period for the Neato XV-purchased by [redacted] had expiredThe information provided by the technical support agent was curious and in line with company policy, we are sorry if [redacted] feels otherwise Out of customer consideration, we will provide [redacted] with a replacement made outside of the limited warrantyThe Neato Robotics IncLimited Warranty starts from the date of purchase for one (1) yearTherefore, a warranty is not applied to the replacement for this case [redacted] will receive a prepaid shipping label via email within 24-hours for returning her Neato to the designated logistics facilityOnce the returned Neato XV-has been received and verified, a courtesy replacement will ship Regards, M [redacted] Neato Robotics Final Consumer Response / [redacted] (2000, 16, 2015/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response and the replacement from NeatoI was under the impression my case was closed due to the late response back from Neato and the information provided by my representative from Revdex.comOn Tuesday October 20, I shipped my Neato to ExtronIt is scheduled to arrive on Tuesday October I would like to request that the shipping label be sent to them or sent to me to send to them so you can receive our VacuumI request not to be charge the $from Extron since we will no longer need their servicesI do have an email out to them but there is no number listed to reach themPlease advise me the best way to get my defective unit to your companyI can be reached at [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 meSincerely, Brent [redacted]