Dear Roborock-Team,
I selected USA as resident, although I am in Germany, since Germany or something in Europe was not listed in the registration process.
On December 4th 2018 we purchased a vacuum cleaner “Xiaomi RoboRock S50”, SN can be given in case it is needed
About 12 weeks ago the cleaner started to spread a bit of smell like burned cable during vacuum cleaning (no swiping), not so much, no malfunction, no error message.
Then we felt decreasing efficiency of cleaning and creaking / unusual noise of the fan.
Now, the robot stopped working with error message 18 "Fan malfunctioned. Reboot the system." (in german language).
I followed the hints to clap a bit against the robot from outside and rebooted. No change. I did several times. After maybe one minute the same error message 18 again.
We bought online with a german company. They asked me to directly contact Xiaomi Support, since we bought more than 6 months ago.
More than two weeks ago I contacted "service.global@xiaomi.com", the German support side "https://de.roborock.com/" and I posted a message in the Xiaomi App.
And I did not get any message on any channel. Also not after sending a reminder. This is creating the strong feeling, that after you bought a product of Xiaomi you will be alone in case something happens. If then a product for 500 Euro is useless scrap after only 18 months, I for sure will not again buy anything from your company in future as well not recommend somewhere.
Please let me know, how you want to proceed to solve the issue or let me know a valid = answering contact for the problem with your robot.
Thanks in advance and kind regards from Berlin / Germany
How to earn Roborock Points
Hi Stella,
Sorry for the inconvenience caused here.
You could try methods below.
1. Empty dust bin. Clean filter and dry it outside under sunshine for at least 12 hours.
2. Replace the filter with a brand new one from original package box.
3. Pls send us some pictures to show your filter.
4. Change cleaning mode to Max and put your hand close to vent to feel if there is a strong wind. See attached picture.
5. Did you clap fan slightly like video in link below?
Clap the body to clean fan.mp4
https://drive.google.com/open?id=17mOVnVn7aNj_k2IRSDsfvd5WwSrluSg-Could you tell us your device's SN?
Open the cover of device and take out the dustbin. You will see a bar code on device's bottom(not on dust bin). The SN is under bar code like R0201S82418800.
If you have already added device to app, you could also check SN on app. See attached picture "info"
Could you send us purchase info?
Pls send us the purchase link(or screen of product listing), and invoice or receipt (file or screenshot) which shows seller's name, purchasing date and order number.
Note: Taken privacy into consideration, you can email us with these info included via support@roborock.com or support@roborock-eu.com.
Dear Roborock-Team,
thanks for the first successful contact with your company. Hopefully we will solve the issue !
I followed the steps you suggested, sadly without positive impact.
In parallel I sent you the required information by mail to "support@roborock.com" referring to this thread.
Please let me know, if you need additional information.
Best regards
Thanks for your reply and info.
Noted that. Our agents will continue to help you. please keep in touch with them.