We purchased this vacuum in Feb 2021 and it was great compared to the Samsung we had previously. However in March 2022 one of the wheels stopped working and because is was 3 weeks past the 12 months Roborock warranty, we were told sorry, too bad it's out of warranty. We have emailed and called several times and now 3 weeks on, we still do not have a resolution. When you spend this much money ($799) on a product, you would expect to get more than 12 months from it, or at least have the company live up to their marketing online which state "Roborock is built to last". We have tried “mediation” which was Roborock saying they want to help us, and then being told by the call centre that a manager decided that if it’s out of warranty they will not consider helping us at all. They do not care about Australian Consumer Laws, or are really aware of consumer rights under Australian law.We also have their H7 vacuum and the motorised head stops working after about 25 minutes of vacuuming, which makes it useless to try and clean a whole house at one time. This product is only 4 months old, but instead of fixing the issue, Roborock have insisted that we send photos of our (tiled) floor, also where we keep the vacuum, as well as photos of the faulty head. Not once have they said that they are going to replace an obviously faulty product, they are trying to look for a reason not to help us. The customer service has been an absolute joke and we would never recommend this brand to anyone. We are going to the ACCC to try and get some help.
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