Frustrating experience recurring breakage
Frustrating experience with recurring faults and disjointed service I am highly disappointed with Roborock's response to a recurring fault. My vacuum had a broken LiDAR component repaired under warranty. Exactly 10 months later, the identical LiDAR fault occurred again. Having paid $1,800 for this vacuum, I expected a premium experience and a much more durable product. Because the manufacturer warranty has expired, Roborock customer support completely distances themselves from the issue. They pass the buck entirely to their third-party authorised service centre, creating a deeply frustrating, expensive, and disjointed process. The service centre fees quickly compound: it costs $52.50 to send it, $111 just to get it assessed, and $250 for the repair itself. On top of that, you have to pay shipping a second time just to get the vacuum returned to you. Worse still, there is a serious lack of competence from Roborock's customer support team. The robot explicitly flagged a LiDAR error. Despite this, customer support tried to tell me it was a completely different issue. If I had not challenged them, they would have mistakenly forced me to buy an omnidirectional wheel. It was only when it reached the actual service centre that they confirmed the LiDAR was broken all along. To avoid responsibility, support hid behind vague claims that component lifespan varies based on usage. This is pure hypocrisy. If they genuinely believed that, they would have checked the smart robot's logged task history in the app, which proves it only handles light, twice-a-week domestic cleaning. Under Australian Consumer Law, a premium $1,800 appliance and its components must last longer than 10 months. Hiding behind a scarcely expired warranty while passing customers off to a service centre with these exorbitant fees for a repeat repair is completely unacceptable.