Three weeks, 21 emails, zero resolution - support doesn't read your case
Bought a brand-new Roborock Qrevo Pro from Target in June 2026. It worked fine for 1-2 months, then suddenly started misdetecting my area rug's boundary. It cleans a 'ghost' area beyond the rug edge and repeatedly catches and lifts the rug edge, damaging my $1,000+ rug. The product defect is one thing. The customer service is worse. I contacted support on Sept 17 with photos and videos. Over three weeks and 21 emails: they repeatedly told me to use a 'Recognition error? Adjust' option that DOES NOT EXIST on the Qrevo Pro. I told them this multiple times and they kept repeating the same instruction, proof that no one was actually reading my case; they kept asking me to redo troubleshooting I had already completed and documented; they blamed rug friction for the edge lifting, when the lifting is damage CAUSED BY the malfunction, not its cause; my repeated escalation requests were ignored until the case was routed back to the very same rep I had complained about; and they refused a brand-new replacement, offering only a refurbished unit because I bought from Target. A factory reset and a full remap did not fix it. The sudden behavior change after months of correct operation points to a hardware/firmware defect, which they refuse to acknowledge. This is the worst customer service I have ever dealt with. Avoid this company - if anything goes wrong, you are completely on your own.