I am appalled by the level of customer service provided by Roborock. My Roborock Q10 S5+ malfunctioned (navigation error) and started spinning in circles in one spot, which permanently destroyed my wooden floor.
Despite sending multiple emails, photos, and screenshots proving the device's instability (frequent Wi-Fi drops despite a 100 Mbps Mesh network and unexplained freezes), the support team completely ignores the facts. I have been stuck in a loop of generic, automated-style responses about "router settings" while the main issue—property damage caused by a faulty unit—is being systematically ignored.
The support is unprofessional, lacks basic understanding, and clearly uses delay tactics to avoid taking responsibility for a defective product under warranty. They refuse to provide a technical statement for my insurance, even though the device is clearly failing.
If you care about your home and don't want to waste weeks fighting with incompetent support that refuses to acknowledge reality, stay away from Roborock. Worst customer experience ever.
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