The Roomba Rocks

Posted on June 1, 2004 | Comments Off on The Roomba Rocks

I broke the brush coupler on my roomba, through my own fault. I didn’t clean it out enough. I contacted customer support to buy a new one, but they are sending me one for free. See, that’s all it takes to build customer loyalty.

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0 responses to “The Roomba Rocks”

  1. Dan G's avatar Dan G | October 25, 2004 at 9:46 am |

    The Roomba rocks. . . I used to think that too. Until my brush coupler melted down. Then, I called and they said, clean it out more, and sent me a new coupler for free. So I started cleaning it out after every 2-3 vacuums, and then it melted again. So I called them, and they sent me three more for free), and then another one melted. And so I started cleaning the brushes after every vacuum (not less work than a regular vac anymore), and then I melted my last two couplers. Then I called them and they said maybe the brushes are manufactured wrong and slightly bent, causing the axle to heat up and the PLASTIC coupler to melt. They sent me new brushes, but the new couplers have been on backorder since August (I must not be the only one with this problem).

    So, I called them again just now, and I got “This product was only meant to be used on linoleum, hardwood floors, and very very low pile carpet” (the kind in office buildings). So apparently it keeps breaking because I am using it wrong. I stated that this was not in any advertisement or information pamphlet about the unit. They said, yes it was because it is only ever pictured on these types of floors. (does this sound a bit rediculous to you?)

    So, the only solution I have now is to get a full unit warranty repair (which will cost ME S&H). And then have a robotic floor vac which will continue to break after every fes uses. Great. . .

    Yeah, iRobot is at the top of my list on companies with great customer support. . . Not. This is obviously a design flaw, but instead of fixing the problem (which they did fix in the new model) they are giving us the run around. They went from full customer loyalty to zero with me because of this.

    I hope that your experience continues to be better than mine turned out. I now have a $250 plastic lump which doesn’t clean my floors.