Disappointing warranty experience with an unused Roborock device
I ordered the Roborock S7 MaxV Ultra, a model I was genuinely excited about. I had just moved into my new apartment and unboxed the device for the first time — only to find that it was defective out of the box and never worked. When I contacted Roborock under warranty, I expected help. Instead, I was told I needed to package the robot myself and ship it back — but only in specific dimensions and warned me that oversized packaging could damage the product, and if it did, I would be responsible. I visited OBI and Bauhaus and searched online, but couldn’t find packaging that matches those dimensions. Despite this, Roborock refused to: Send appropriate packaging, Offer a pickup with proper handling, Or take responsibility if damage occurred in return shipping. In short: I’m left with a broken robot that I’ve never even used — and no safe way to exercise my warranty rights without risk. I still hope Roborock will resolve this responsibly, but so far, their support has been quite disappointing and frankly unacceptable for a premium product.