Pre-ordered the Flow 2
Pre-ordered the Flow 2, it arrived 1 day after launch and I eagerly set it up. Keep in mind they’ve been touting their new Ai and how advanced it is. This things mapping abilities are awful if you have a modern home that has rooms that have more than one entry point. For example our kitchen opens up to our living room but then has a hallway to enter the kitchen from the left too. Because of that hallway it can’t figure out that the kitchen is a separate space between living room and kitchen. The solution PER Narwal… close off the hallway… so I had to stand with a blanket during the entire mapping process (10-12min) closing off the hallway. My ($175 Wyze vacuum that only has lidar mapped better). So after 8 mapping attempts it finally had it right. Now a new issue, the track mop is intermittently spinning, I contacted support to ask if this is normal behavior to which I had to send imagery/videos to confirm. They said it is not normal. We’re only 2 weeks into ownership btw and about 10 emails. They said I’d have to send it back for them to send a replacement unit. I no longer have the box to do so and asked if they could send a replacement unit first so that I can test the new unit to make sure it works correctly. This way if it is in fact, normal behavior, I don’t have to remap my entire home again, which was horrible the first time around. This would also alleviate the fact I don’t have a box of shipping materials of any sort to get it back to them as I would send my old unit back in the new unit box. Now 19 emails in and multiple customer service calls. They have told me the best they can do is have me out of my own pocket put it in a box and when I drop it off at a shipping facility, they will then send me the replacement unit instead of waiting for them to receive it. This is beyond unacceptable, I told them that they could have me easily sign an online DocuSign that states if I don’t send back my old unit, they can charge the card on file or I could provide them with another card if they’d like for security reasons. I’ve sent them more than enough proof that I have a faulty brand new vacuum. And the amount of hoops I’m having to jump through. It’s terrible. It’s a shame because when it was working as far as cleaning goes it cleans very well. The mapping and customer support needs serious work though.