Premium Price, Poor Reliability and Even Worse Customer Support
I have been a loyal Roborock customer for years and have purchased multiple Roborock products, but after my experience with the Saros Z70, I will not purchase another one. The Z70 is supposed to be a premium flagship robot, and the model itself was only released in the U.S. in 2025. Mine is now only a few months outside its one-year warranty and has already suffered a major mechanical failure. The left wheel is stuck in the raised position, making the robot unusable. This is on top of other problems I've experienced: the battery doesn't last like it should, the mop pads constantly fall off, and the robot frequently gets stuck and needs assistance. The most disappointing part has been Roborock customer support. I explained all of these issues, that the warranty had only recently expired, and that I've been a long-time customer who has purchased several of their products. I asked them to make a reasonable goodwill warranty exception and repair or replace the robot. They refused. Their solution was for me to pay for an out-of-warranty repair, including the applicable repair and shipping costs. I understand that warranties have expiration dates, but this is a very expensive flagship product that hasn't even been on the U.S. market much longer than the warranty period itself. A major component like the wheel assembly should not fail this early. I gave Roborock the opportunity to stand behind its product and take care of a long-time customer. Instead, I received no meaningful help. I will not spend more money repairing a robot that has already had this many problems, and Roborock has lost me as a customer. I will not purchase another Roborock product. If you're considering spending this kind of money on a Roborock, I strongly recommend considering what happens after that one-year warranty expires.