Here's their level of customer service. We did contact them within the 30 days, but never received instructions on how to proceed. Our part in this was it took me two weeks to follow up on the earlier email.in addition, they have a weird name so you don't recognize it when it hits your credit card.
From: "Customer Service" Add to Address Book Add Mobile Alert
To: "Ann"
Subject: Re: Roomba Parts Exchange
Date: Tue, 4 Apr 13:28: 22 -0400
You should have notified us that you did not receive the email sent with the RMA # and return information. We have our return policy published on our web site (store. Youautomateit.com/info.html). Here you can clearly read and understand what our policy is. It is your responsibility as a customer to make sure you follow through with your return. We do not represent Irobot in any way. Most of our products are not bought directly anyway, so contacting them will not help you with the issue that you did not follow through.
If in fact you would have notified us, we would have been more then happy of taking care of your issue.
So I am sorry that you are unhappy with us but in fact you should be unhappy with your husband since he did not follow through with the RMA.
Sincerely
[email protected]
Original Message
From: Ann
To: Customer Service
Cc: William Gene
Sent: Tuesday, April 04 8:02 AM
Subject: Re: Roomba Parts Exchange
In your email to me, you stated that you told my husband that he had 30 days to exchange the part and that you issued him an RMA number. I went to my husband's email and you did not mention a 30 day policy to him. There is also no RMA number. Further, there are no instructions on what to do with the part, how to label it with the RMA number or where to return it. Therefore, there was no possible way he could have returned the part to you. I have attached the email your company sent him below.
While I realize that a couple of weeks have passed, but it isn't exactly an entire season. I doubt seriously the part is no longer useful to someone with the correct machine. We would like to still exchange this part for the Discovery series Roomba kit. Since my husband made the initial error, I would waive our desire to have the lesser kit without the battery and a rebate but would accept the equivalent kit for the Discovery series.
If you decide that you would prefer not to provide adequate customer service, I will be filing a complaint with iRobot.
Please let me know your decision.
Ann
Forwarded Message
From: "Customer Service"
To: "william"
Subject: Re: Roomba Part
Date: Sun, 12 Mar 16:52: 32 -0500
What kit did you need we can probally just exchange it.
Thanks
[email protected]
Customer Service wrote:
On 3/12/06 we informed your husband that he could return the item as long as it was within 30 days of the purchase date and we also issued him an RMA number. It has now been way past the 30 day return policy as stated on our website. So at this point there is nothing we can do.
Thanks
[email protected]
Original Message
From: Ann
To: [email protected]
Cc: William Gene
Sent: Monday, April 03 7:22 PM
Subject: Roomba Parts Exchange
Dear Sales:
My husband, Bill, wrote to you a couple of weeks ago. We ordered the Roomba Renewal Kit Item #2008. We didn't realize that there were different versions of the Roomba.
What we need is the Roomba Discovery version, but without the battery.
How can I exchange these parts?
Sincerely,
Annie
Mrs. William G., II
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