Are you living the nightmare too?
I’m trying to understand if my experience is isolated or part of a larger pattern.
I’ve been dealing with Roborock support for several months regarding a defective unit that was returned for warranty repair. Since then, I’ve been stuck in what feels like a repetitive loop of scripted responses offering the same resolution (refurbished replacement or repair), without any real review of the full history of the issue.
The situation has involved:
An initial return for malfunctioning performance
A repair process that resulted in the unit coming back in worse condition where the chassis is broken, the unit dented, mop not extracting water back into the dirty water tank, continued error messages, continued malfunction and loss of core functionality
Multiple support escalations that ultimately lead back to the same canned response with the same offer to return again to the repair center or return and get a refurbished different model. I have the S8 MaxV Ultra which is apparently discontinued but only 2 years old. It’s had problems since it was new. So they are offering a refurbished Saros 10.
Even after clearly outlining the timeline and issues, the responses do not seem to address the specifics of the case and continue to repeat the same proposed solution.
In addition, I’ve seen other users mention in Reddit discussions that refurbished replacement units (including the model being offered to me) sometimes arrive with performance issues even when new, which raises concern about being placed into another potentially faulty unit after already going through a failed repair process.
At this point, I’m trying to understand:
Has anyone else experienced similar warranty or support loops with Roborock?
Were you able to get your issue escalated beyond standard support?
If so, what actually worked to resolve it?
I’m documenting my experience and trying to determine whether this is a broader customer support pattern or an isolated case.
If others have experienced something similar, I’d really appreciate hearing if and how it was resolved.