Their Customer Support? Horrendous…
This was our first robovac, Freo Z Ultra, and loved it so much that we decided to order another for downstairs rather than lugging both the base station and device back and forth. Everything seemed swell thus far, so what’s wrong? Their customer service or rather lack thereof. We’ve ordered an accessories package for our robots with extra brushes and other tools so we can have it handy when they break down. Our robovacs arrived super quick and with no complications, how could a small order for accessories go wrong? Well, it did. It didn’t arrive until over 3 weeks later. During that time frame I’ve reached out to their customer service both by phone and emails from Sunday through Thursday. That’s five days. Everyone was reading off the same prompt, “we will escalate it to another department”. I was simply contacting to check on the whereabouts of my order, how many escalations are there to get an answer? Well, guess what? After the fifth day, they simply ghosted and did NOT follow up whatsoever. Luckily our package finally arrived after 3 weeks, but God forbid you need assistance for more serious matters such as troubleshooting and/or replacements if they can’t even handle a simple question on package tracking. I’ve found their customer service to be most inefficient and incompetent. In addition, based on my recent experience - they didn’t care I was a customer who had recently placed faith and trust in ordering TWO of their Freo Z Ultras. Purchasing such expensive products were an investment but if the customer support sucks, don’t go down that route - it’ll be more of a pain in the @$$ and ultimately not worth your precious time and hard earned money. Hopefully our robovacs will last forever because I cannot fathom dealing with such an embarrassment of a company again. If I ever needed to waste my time and reach customer service to escalate matters and have them bounce me around whilst yielding no results at all as well as having whatever matter I needed assistance on to get abandoned altogether, I know who to call. Do I recommend Narwal? Absolutely not, despite how great their products can be.