Top critical review
Reviewed in the United States on October 13, 2019
I bought the E2 in May, and to start out it was really awesome so I ended up buying another one, upgrading to the E3 for upstairs. I was incredibly impressed at both the vacuums cleaning ability and navigation, I raved about them to everyone and recommended them to anyone looking to buy a robot vac.
However, about a month ago, the E2 stopped suctioning properly and would also randomly give error code 8 (meaning there is an obstacle the vacuum can't get around) even though it was along a straight wall, or even occasionally in the middle of a room.
I contacted Roborock and was assured that they would take care of the problem. They asked a few more questions and asked if I could send a picture of where the vacuum was giving the error code most often. I sent them the included pic of the straight wall. They responded that they they "couldn't determine if the issue was envieonmental" so they wanted to give me a partial refund, about 1/3 less than what I paid for it. I responded that I didnt feel that was fair, as it clearly wasn't an environmental problem since it happened along a STRAIGHT WALL, and also that the suction was malfunctioning as well despite meticulous cleaning and maintenance on my part.
They then offered about thirty dollars more (still considerably less than we paid) but then we would have to pay to ship it back to them and they felt this was more than fair because the vacuum was now "used" and not worth as much to them. I pointed out that their warranty guarantees against defects for the first year and that the warranty states they will either repair, replace, or refund the purchase price (minus tax and any shipping). They would not budge.
I am very disappointed in the way they've handled this. Nowhere in the warranty do they say it is a depreciating warranty based on how long you've had the vacuum, and I dont think its unreasonable to expect a purchase like this to last more than 5 months. So beware, the vacuums are AMAZING, until they stop working properly and customer service won't honor their own warranty. Had they handled this situation better, we would have happily bought more of their products in the future and continued recommending them to friends and family, but with abysmal service like this, I'm not willing to risk more of my money for a product they won't back.