Non-existent Customer Support – Worst Experience Ever
I had one of the worst customer service experiences with Roborock and their official reseller, MCorz. The robot vacuum itself worked perfectly well for about a year and a half — I was genuinely satisfied with its performance and cleaning quality during that time. Unfortunately, the device broke down after 18 months, still well within the two-year warranty period, and that's when the nightmare began. The reseller MCorz handled the repair process in an absolutely unprofessional and unacceptable way: They first asked me to send only the robot disc, even though the issue was clearly with the base unit, making the entire repair attempt useless. They returned the product to the wrong address without notifying me, causing additional delays. Due to their poor handling and continuous mistakes, my warranty expired during the waiting period, which was entirely their fault. Despite this, they are now demanding that I pay for the repair, blaming me for the warranty expiration — even though it was caused by their own delays and incompetence. To this day, the robot has not been repaired, and I have been left without any real solution after more than six months of waiting. I also reached out directly to Roborock, asking for assistance and to confirm if there were any authorized service centers near Pescara, Abruzzo (Italy). Unfortunately, the communication from Roborock has been just as slow, disappointing, and ineffective. It is absolutely unacceptable that a brand claiming to offer high-quality products allows such a terrible after-sales service, with zero accountability from both the reseller and the company itself. I will never buy a Roborock product again and strongly advise others to stay away from this brand if they care about customer support, warranty reliability, and proper issue resolution.