I purchased the Roomba and loved it. Shortly after the purchase the roomba began malfunctioning. I contacted IRobot for service and after an enormous hassle was finally told that I had a model with a bad program. To accomplish the reprogram I was sent a firmware update tool. It took over three months for the tool to arrive.
After the three month wait and reprogramming the unit it worked but only for a short period of time. I then re-contacted IRobot for further repair or replacement. They do not repair their product and as far as replacement they offered me a discount. I refused, so they suggested cleaning the unit.
I went through the cleaning process and again the Roomba worked for a short period (just long enough for me to tell them my problem was resolved). The roomba began malfunctioning again. I tried to clean it on several other occasions and to date I cannot get it working.
IRobot refuses to either repair or replace the unit even though I have agreed to pay to ship it to them.
DO NOT BUY, unless you don't think you will need customer support from them, as they will never take responsibility for repair.
I have spent hours with customer service, via chat, e-mail and phone, to no avail and their final comments to me are as follows:
"we unfortunately will not be able to replace the unit free of charge"
Again not what I requested and not helpful.
0 comments