For Mother's Day we purchased the top of the line iRobot Pro Elite robotic Vacuum. Sadly they could not ship one to us any sooner than 7 days after Mother's Day. When we did receive the unit, we charged according to the directions. It then turned on, beeped, and shut off.
When we called to report the problem, iRobot asked us to completely discharge the unit. We could not do this, and so they did send us a replacement battery. The second battery did not solve our problem, as the unit still would not stay running for more than 15 seconds.
We then contacted iRobot again and were told to package and return the entire unit and both batteries. Please bear in mind that this all occurred well before the 30 day return for refund period.
We received 2 e-mails saying that the model was on backorder and should not be expected immediately. We also received a phone message from a representative who spoke too quickly to be understood. We could not even make out the phone number which we were to respond to. As a busy family with 2 children and 2 jobs, we waited and had little time to continue to try to contact them. Every time we did try, we were shuffled off and told we would be called back at their convenience with some trivial piece of information that they could not instantly locate, but which would not preclude them from dealing decently with us.
Then the letter inviting us to upgrade to the newest model before anyone else arrived. When I did finally have time to call today, I stated that I believe we should receive the newest model instead of the old one we have yet to even be able to use once. I was told this was not yet company policy and I was told that I would be called back at a later date. When I asked for a refund instead, I was told that I could not have my money refunded because I was past the 30 day refund period.
Furious, I informed them that I would be contacting the Better Business Bureau and the local media. Politely, the woman on the line wished me luck and hung up. Less than ten minutes later we received another call from the same woman I had been speaking with. She said that they had decided to refund my money upon further consideration.
A business which needs to be threatened to act ethically, in my opinion, is a business that other consumers need to be suspicious of. This business is iRobot Corporation of 63 South Avenue, Burlington, MA 01803. Their number is 1-888-ROOMBA9. I would greatly appreciate your help in warning others of this business.
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