Filing Warranty Issues So Painful & Time-consuming
I purchased a Roborock and paid over $1100.00. For the first 4 months, it worked pretty well. Then I was noticing it wasn't picking up half of what was on the floor. So, I did some troubleshooting with no luck. Contacted customer service and my nightmare began. They requested I send them pictures of the unit. Then more pictures of the rollers, then the bottom of the unit, then the filter, then of the serial number. Then they wanted me to prove that I bought it and paid for it. I explained I bought it directly from them. I still had to send them a copy of my credit card statement. Then they wanted a video of the unit with crumbs on the floor. I ended up having to send them 3 videos. Finally, after 3 weeks of going back and forth with customer service, they asked me to send it back with the water tank and in the original box if I had it. I sent the entire unit back. About 3 weeks, they sent back the round robot part only. No charging station, no water tanks and no box. What I have had to go through to just get my unit fixed and I still cannot use it. This is absolutely crazy. The unit was only 6 months old. Instead of sending me a new unit, they sent me a refurbished unit without the other pieces I sent them. Roborock sucks.