Unreliable product and service.
The device worked phenomenally at first, and I was very satisfied with it. I was even planning to purchase another Roborock for a different floor in my house. However, after only six months of use, the vacuum completely stopped working and would not even turn on.
When I contacted customer service, they offered to repair it, but I requested a replacement since the unit had not worked properly for months. Eventually, they provided me with a refurbished unit and assured me it was fully tested and as good as new. I accepted it on the condition that it would still be covered under warranty.
Ironically, just a few days after the warranty expired, the mopping feature failed and stopped working entirely. When I tried to contact support again, my phone number was blocked. I had to use another phone number to reach them, only to be told that the device was now out of warranty and that I would need to pay for repairs or accept a discount on a new device.
Why would I purchase another product when this one did not even last a year?
I asked if they could waive the repair costs and fix the issue as a goodwill gesture. They gave me a reference number and said they would take care of it, but I never received any follow-up. When I tried calling again, they blocked my second number as well.
This has been one of the worst customer service experiences I’ve ever had. Both the product reliability and the company’s support have been extremely disappointing.