Required my dock be sent in, then admitted they have no replacement
I bought a Narwal Flow directly from Narwal in October 2025 ($1,378). In May 2026 the mopping function failed after an automatic firmware update: the robot returns to rewash the mop every 10 feet regardless of settings and cannot finish a single room. Ticket #190451 has run eleven weeks through nine reps. A three-week repair at their service center changed nothing. Their own troubleshooting then surfaced a second defect, a dock button with no response, confirmed live on a call with their rep. They offered a replacement dock, refused to put in writing what would happen if it failed, and required my dock be sent in before they would ship the replacement. I shipped it July 31. A week later they told me the replacement dock is out of stock with no restock timeline. So they hold my dock, the robot cannot charge, and their final offer is a $541 partial refund on a $1,166 purchase, prorated for "months of use" that include the months it spent at their service center. Their warranty promises repair, equivalent exchange, or an upgraded-model exchange. I asked for the refund or the exchange; management declined both in writing. I have filed a JAMS consumer arbitration and a complaint with the Pennsylvania Attorney General. I would not buy direct from this company again.