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irobot Roomba vacuum / In Warranty Exchange/Customer Support

1 8 Crosby DriveBedford, MA, United States
Contact information:
Phone: (781) 418-3402

I purchased a Roomba 4110 robot vacuum from amazon.com in January 2008. So far, I've been quite pleased with the product. However, the robot started experiencing service-affecting issues in May 2008. I tried calling irobot's "Customer Care" number listed in the product manual [protected]) to find out how to get a replacement. After-hours basically tells you to call back. So I called back during business hours. I was never able to get past their IVR to talk to anyone. Then their system told me to go online and type in RMA in the site search box. I opened a support case, suppling all the information on their on-line form. Then I got an automated response telling me the check a few things. I did this, and responded back that it was still not working. Email conversations went back and forth with irobot requesting my address (which I had already supplied) the Roomba product code (already supplied), and charger product code and purchase date (already supplied). They kept requesting this information even though I made sure to go into their support case and supply it. This banter took over 40 days! Finally, they emailed me with an RMA number and instructions on how to send it to them. I followed these instructions to a 'T'! After I had not heard any status in two weeks, I posted a request to the support case. The next day, I received an email stating that there was no record of my shipment. (even though I had a confirmation number and the name of the signee from UPS!) Now here it is, over 2 months since I originally reported the problem, and I'm having to battle their belligerently poor customer service just to get a simple product exchange!
I started wondering if I was the only one who experienced such pitiful warranty exchange service from irobot. It didn't take much searching (BBB, https://www.complaintsboard.com, complaints.com, and numerous forum boards) before I found that this was business-as-usual for irobot. By the way, irobot does not pay for the shipping...so I'm currently out the cost of a robot, plus $10 bucks for shipping. I've been more that patient so far, but now I feel ripped off! What good has this product done for me in the last two months?! I opened a BBB case (166918).
This is such a shame...While I really like the robot vacuum, it's just not worth the hassle if you ever need a warranty exchange. This company's product has great potential, but their customer service department will keep me from buying another one of their products in the future. Hopefully irobot will get their act together and make their customer service perform to the level that is expected of their products! --Dissatisfied Roomba owner

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