HORRIBLE CUSTOMER SERVICE
I received the Narwal Freo X Ultra as a gift in December 2024, and for a product that costs close to $1,000, the performance and durability have been extremely disappointing. We followed all manufacturer maintenance instructions and only used Narwal-branded consumables—rollers, pads, debris bags, and cleaning solution. Within just a few months, the unit began having charging issues due to corrosion forming on the charging pads. We were able to clean the corrosion and get it working temporarily, but the issue kept coming back. This happened multiple times over the course of the year. Eventually, the vacuum stopped charging altogether and became completely unusable. After repeated attempts to clean and troubleshoot it, we had no choice but to manually vacuum and mop our home instead. When I contacted Narwal customer support and provided proof from the app showing the unit was not working, I was told they would not help because I reached out 17 days after the one-year warranty expired—even though the problem started well within the warranty period. The customer service experience was frustrating and inconsistent, including contradictory statements about repair options. For the price, I expected a reliable product and a company willing to stand behind it. Unfortunately, this has been neither. I would strongly caution anyone considering this model to research thoroughly and be aware that support may be very limited once issues arise.