**Complaint:**
**Complaint:** I am writing to file a formal complaint regarding my experience with Roborock customer support and their warranty service for my Roborock S7Max Ultra robot vacuum (SN: R50NBD33200322). I have been experiencing an issue where the robot is not filling its water reservoir, preventing it from mopping properly. After several troubleshooting steps with their support team, I was told I need to send the device in for repair, which I agreed to. However, Roborock has stated that while they will provide a prepaid shipping label and cover repair costs, I am responsible for finding and providing a suitable box for shipping. I do not have the original packaging, and their support team has refused to provide a replacement box. This requirement was not mentioned in the warranty documents or online information I reviewed. Requiring a customer to purchase a custom box for a warranty repair on a $1,000 product is unreasonable and goes against the expected level of customer service. I believe this violates the terms of the warranty agreement. While I appreciate the offer to waive the shipping fee, the lack of support in providing suitable packaging is unacceptable. I have requested that a manager contact me directly to resolve this issue, but the response was simply that they will not provide a box. I am extremely disappointed with this experience and feel that Roborock's customer service has significantly declined. I am considering escalating this issue to government authorities and sharing my experience on social media platforms to warn other potential customers.