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This is an email i submitted to the Director of customer service at Irobot
Never got a response to this date!
Mary Ellen
I submitted this to consumer affairs and very disappointed into how your company gave me the run around for several years now!
All I ask was for my Roomba vacuums to work after spending $$
I work very hard for my money and with three kids it is hard to reinvest on something I thought would last me
I need to know if your company is taking the responsability of lettng me return this faulty systems and replace
I have had problems with IRobot systems and customer service for several years. I have bought about 4 different robots and all of them only worked for a couple of weeks to a maximum of 3 months.
IRobot does not have a repair center therefore they make their clients troubleshoot this poorly engeneered vacuums over the phone.
I have spent numerous hours going over troubleshooting and nothing was ever fixed.
They have gotten to the extend of sending me what I believe it was a refurbished unit that did not work either!
All of this happened when I lived in California with my family.
I'm now in PA and after opening all the boxes from the move I found the bad roomba's and sparked the interest of trying to see if any of poorly made machines worked, after a full charge given one goes in to circles one goes really slow and so long...No carpet or floors clean as usual.
I called roomba Customer Service kept an open mind thinking that maybe I can exchange the four I have for one that works but now they are out of warranty and conveniently they only have records of what they wanted to keep with only one machine registered however they mention that one was sent to me in 2017! I told them that it never worked so they ask me again to troubleshhot the unit and of course after using compressors to blow out the dust still never worked! The unit is brand new! why should I blow dust out of it? Nonsense My case number is [protected] in case someone wants to file a class complaint please let me know I see just by reading this post there are several hunfdreds maybe thousands of people with similar issues also the global directory of customer service name is Mary Ellen and her email is [protected]@irobot.com
I will be willing to talk to an attorney if anyone would be willing to pick up the case and get new system to the people that have similar problems or whatever is necessary to do
Thank you
The complaint has been investigated and resolved to the customer’s satisfaction.
I bought my 9S. At the end of December last year & received it Jan this year (2022)
It returned to home base about a dozen times.
I blocked 3 bedrooms & 2 bathrooms in my single story home because it didn’t like my rugs
I did keep out zones along my living room wall so it wouldn’t get stuck
I have two flat area rugs in my living room & dining room. The rest of the house is hardwood floors.
The Roomba worded for 6 months going over the floors & area rugs. Then it wouldn’t go over those areas any longer. I had to carry it to the station/home base all the time & I always manually emptied the bag via my smart phone.
I changed the corner brush & 1 roller. I changed the bags & filter when not needed. I bought two kits for cleaning/replacement parts. I clean it all the time: dust it, use magic eraser to clean the contacts for charging & wipe it down as well as the home base.
I let customer service know but get the runaround telling me to read what to do when error 24 comes up (getting stuck).
I told them that isn’t the only issue. I get messages on my phone that it isn’t connected but it is & the light comes on. It stopped working altogether. I deleted the app & reinstalled it 3 or 4 times, unplugged it & re-plugged it in.
It started to work but only goes about 6’ from home base.
I spent a lot of money for this & am talked down to by customer service. I am a college graduate & therefore know how to read & understand English.
I don’t recommend buying this…
I purchased a refurbed Roomba from Buy.com, and started using it after a few weeks only to discover the battery was not charging. Warranty Service is for 90 days on refurbished Roombas. Technical support said that they'd send a replacement battery. I contacted Roomba after 3 weeks and they said that they'd delivered the battery, but to the wrong address. I made sure they had the correct address and they promised to send another battery to the right address. I called them after 2 weeks and again it seems the replacement battery was sent to the wrong address. I have a feeling that iROBOT is not actually sending replacements, just recycling their shipping confirmation numbers.
Now that my Roomba doesn't go in circles anymore, it only runs for a maximum of 5 minutes on a full charge. I have fully discharged the battery. I have cleaned the sensors. I am most unhappy with an item I have had for less than one year.