u/Palunara

I wanted to share my experience with the SwitchBot S10 and especially with SwitchBot support in case anyone is thinking about buying this device.
I bought the S10 last year. At first I was actually pretty happy with it, but after a short time the vacuum started making extremely loud noises. Cleaning the brushes and everything else did not help, so I contacted support and was told to send the device in for repair.

That’s when everything became an absolute mess... In February, support sent me two different return labels. Of course the shipping company only needed one of them, so I simply used one label and sent the robot vacuum including the docking station back. Shortly after that, my ticket was suddenly closed.
I then asked when I would get my vacuum back, and support told me that my tracking number supposedly did not match the “correct” return label, which meant they apparently had no idea where my package was😶.
At one point they even indirectly implied that I had used some random shipping label from another company and sent the package to the wrong address. However, I was able to prove through the emails that BOTH return labels had been sent by SwitchBot themselves and that both labels were addressed to the exact same repair company. The shipping company simply used one of the two labels, which is completely normal when you receive two.
Despite that, I mostly received standard replies or AI-generated responses, and nobody seemed to actually care about what had happened. In the end, apparently nobody even knew where my original vacuum had ended up.

After endless back and forth, they finally sent me a replacement vacuum and docking station. Sounds generous at first, but the problems immediately continued. I had to pay the import fees myself, and my questions about that were completely ignored.
On top of that, the replacement vacuum also does not work properly😫. It cannot dock with the water station, which means the mopping function is completely unusable. The robot simply drives in front of the station and stops there...
I have tried absolutely everything: resetting the station, reinstalling the app, cleaning everything, reconnecting the device, and following every troubleshooting step on their website. At least the docking station still charges the robot, but the station itself is permanently showing a red light.

The best part is that the ticket was closed again very quickly, and my newest ticket has once again only received an automated AI response so far :').
So now I have a replacement device that only half works and a support team that either does not properly read messages or just keeps copypasting the same information from their website.
For me personally, this was definitely my last experience with SwitchBot. The vacuum itself might have been okay, but the customer service for a product in this price range is absolutely disappointing. I feel like Switchbot just pushes out new products as fast as possible.

I will now forward the entire case to European consumer protection authorities because at some point enough is enough.
If anyone else has had similar experiences, feel free to share them. At this point I’m honestly wondering whether I was just extremely unlucky or if this is normal for SwitchBot support.