I'm looking to purchase my first robot vacuum. According to reports I've seen, the RoboRock offers poor customer service. It appears that the quality is not very good. I've been considering the Q5, but after reading about the poor customer service and issues some people have encountered, I'm reluctant to make the purchase. Is the roborock a worthwhile investment in your perspective, or do you have a better choice?
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I would strongly advise against buying a product from Roborock due to the poor customer service you mentioned. Purchased S7 VMax Ultra January 2023. Early March started having issues with the vacuum charging, would go on and off dock and give charging error. Customer service suggested I send it in for warranty repairs and did so.
Unit was returned (after changing main control board and battery) and after a week started having issues with charging again. Was requested to send it back for checking once again. This time they replaced the main board and charging contacts on the dock.
Charging worked fine but when the first mopping event was scheduled I received an error that the maintenance brush was jammed and to clean it to remove blockages. After inspecting the dock I noticed the mechanism that holds the maintenance brush was misaligned. Sent photos to Roborock and was requested to send it back for a refurbished unit and would only send it out once they had my original dock in hand.
They have had my returned dock for over a week (confirmed delivery) and nothing has been shipped as a replacement. I have emailed and called to only be told that they have raised it to priority but still nothing.
Over the past month it has been out for repairs more than I have been able to use it and I have little faith that it will be reliable in the future. I requested a replacement with all of the issues I have had but they are not willing to do that.
Just all around poor service.