IRobot Refuses Repairs!

mrsroboto · Joined: 12 Dec 2006 Posts: 60

My Scooba 5900 broke a couple of days after my warranty ran out in the end of December. I was disgusted and tossed it into a closet until recently, and have been getting the run-around via email from their customer service. Today I went ahead and called them, and was told flat-out that they will not fix out of warranty robots!

How can this be? When I bought the robot they told me I could send it in for repairs at any time. I am very disgusted by this, as I spent a great deal of money on them.

I'm planning to file a complain with the BBB. I'm sure it will not do anything, but I plan to make a complaint none-the-less.

Do I have any other options to get my Scooba fixed? I have missed using it as it did do a good job. The woman I spoke with was all to happy to offer me the new Scooba at $375 with a 1 year warranty. To which I replied, "I already have a Scooba that did not even last a year which you now refuse to fix. Why ON EARTH would I want to buy another one?!?"

Help appreciated, rant off.

glo69 · Posted: June 12, 2008, 12:18 pm Post subject:

Here is the address for the company you are looking for.
http://www.roombaexchange.com/

RoombaExchange · Joined: 21 Aug 2006 Posts: 1248 Location: Florida USA

iRobots business model has never included repairs or the sales of replacement parts. We bridge the gap between the manufacturer and the consumer by supplying replacement parts for all available models and offer a repair service for all Roomba 41xx/42xx discovery models and Scooba 5900/5800 models. Soon, the Roomba 500 Series and Scooba 350/380 will be added!

Unfortunately you will have to wait a few weeks (possibly less) before ordering the service from us, we are currently updating our site to include a more streamlined experience for our customers who want their roomba or scooba repaired. The updates, testing and training for the new system should be online 6-27. We will still have the same reliable and trusted repair service and support that our customers have become accustomed to, we will just be able to do it faster and more proficient then our current system allows.

mrsroboto · Joined: 12 Dec 2006 Posts: 60

Excellent, thank you. I have been away from my PC until today, but am happy to see this. Mind you I am still angry IRobot refuses to perform the repair service IRobot sales agent promised me when I bought it.

FrankyDog · Joined: 29 Jan 2008 Posts: 29

Don't worry, that is the way they treat all customers. I'd say iRobot probably feels lucky that yours broke down just after your warrantee ran out, but iRobot products break down all the time because they are poorly designed.

Yes, to have an iRobot product is to pay through the nose for it new, then pay RoombaExchange through the nose to keep fixing it. It's a great solution that many people on this board seem perfectly happy with. I'd be Okay with it if iRobot was upfront about the situation in the first place. They should put a warning on the box that says "Warning: This product is 75% likely to break repeatedly during your warranty period. Call us when it breaks and we will be happy to send replacement parts in no longer than 4-5 weeks. After your warranty period is over you will need to repay 100% for a new product from iRobot or 50% to fix your product from Roomba Exchange. Of course with the new or fixed product, you will be restarting this cycle."

My warning above would be accurate and there would still be plenty of us who would purchase knowing what we are in for. iRobot execs would also sleep better at night:)

vic7767 · Joined: 14 Jan 2006 Posts: 3429 Location: Louisiana

I have all five generations of the Roomba and several models. Before RoombaExchange came along to offer GOOD working new parts all of us Roomba owners had no recourse but to purchase another new Roomba at IRobot or take a major chance and purchase a damaged Roomba via ebay. Once your ebay purchase was received all you could hope is that the Roomba did not suffer the same failure as your own.