Ongoing Warranty Issues with Roborock S8 MaxV Ultra – Lack of Support from Roborock and Sotel.DE
I purchased a Roborock S8 MaxV Ultra from Sotel.DE in May 2024, but just 8 weeks later, the product experienced a power failure, rendering it unusable. I reported the issue promptly to both Roborock and Sotel.DE on 15th July 2024. Despite providing detailed documentation, videos, and completing all troubleshooting steps as requested, neither company has taken full responsibility for resolving this issue. My Experience: Roborock Support: Initially responsive but quickly deflected responsibility, insisting that the seller handle the warranty. Follow-up emails, including a formal 5-day response deadline sent on 18th October 2024, were ignored. Sotel.DE’s Response: Acknowledged the issue but maintained that I must arrange and pay for the return of the faulty product from the UK to Germany. This contradicts EU and UK consumer protection laws that require sellers/manufacturers to cover the cost of returning faulty items. The Outcome So Far: Over three months of communications have yielded no progress, leaving me without a working product and no clear path to resolution. It is disappointing that a premium brand like Roborock, known for quality, and an established supplier like Sotel.DE fail to meet their obligations when handling warranty claims. My Request: I am seeking a repair, replacement, or refund, and for the cost of returning the product to be covered by the seller or manufacturer, in line with EU consumer rights. I hope this review prompts action and helps other potential buyers consider their post-purchase support options before committing to high-value purchases from Roborock or Sotel.DE.