IRobot Corporation Informative - Customer Disservice - Roomba
I purchased a roomba nine months ago. It ran for about ten minutes, then started making a horrible grinding noise. It took them one month to send me a replacement (refurb).
The refurb unit did not function: No little beeps and boops, it wouldn't dock with the recharger, it wouldn't respond to the remote control, it would mostly just go in reverse in little short bursts, one of the rare times when it went straight it went bouncing down the stairs without ever slowing down.
Multiple emails and phone calls resulted in the diagnosis "The battery needs replaced." A week later, the replacement battery arrived. No change.
Several phone calls and emails, later, the diagnosis became "Well the battery wouldn't cause all that. The unit needs replaced."
Despite telling me it was still a warranty exchange, it took me sending them emails and making phone calls to them to finally get an RMA number, which I plastered on the box.
I emailed them the tracking info the second it was on the UPS truck. Two hours later, they replied to the email. With a note that said "OK. Your RMA number is:....: and this was a completely different RMA number.
I called and explained that the unit was being returned with the RMA number they gave me the first time.
I was told that the RMA number they gave me was incorrect, as a result they have lost the unit I returned to them (despite a delivery confirmation from UPS), and their system does not have any record of a unit having been returned on the 'correct' RMA number, so they cannot send me a new unit.
After 3 weeks of getting a runaround from everyone I spoke with in customer service, they turned me over to the sales department. Who said they were unable to help me at all, and that I needed to speak with the customer service department.
After however many months of fighting them, I have finally just given up completely. I faxed a letter to their corporate offices, politely telling them exactly what I think of the way they treat their customers, and told them that they can keep my money and my merchandise and have a nice dinner courtesy of me, and pat themselves on their backs because I give up, they win.
Never heard from them since.
Great concept, but shoddy hardware, lack of consistent diagnostic skills, complete contradiction between customer service people and between departments.
Avoid this product and this company.
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