Anyone had success with iRobot replacement

Golden_Glow90

I had a Roomba years ago and it was great so I didn’t think twice when ordering another one when the first one needed replacing. I’ve had it 9 months now. It stopped working properly a few months ago. I noticed it wasn’t mopping when being told to. Sometimes it would deploy the mop but then retract it and hoover instead. I initially thought it was because I’d sometimes forget to check if it had run out of liquid so I started putting a reminder on to top it up every week but it still wouldn’t work. I remapped the whole house and still would work so last month I reported it to iRobot. We’ve spent the last month back and forth troubleshooting, wasting hours of my time and it still wont work. They keep blaming it on me saying it must be the location of the base or the schedule I’m setting on or because I have a rug, etc. but if that was the case, it wouldn’t have worked for the first 6 months. They’ve still denied any fault and says it’s me and that they won’t replace. I’ve since found so many negative stories about them that I wish I’d never bought one. I know I’m not entitled to a refund as we are past the 30 days and past the 6 months. It also means I can’t do a chargeback as it’s been more than 120 days. Where can I actually go from here? I can’t afford to lose £800 that I spent on it. Anyone had any success in getting a replacement or money back?

Ergates

You're not going to get a full refund, but that doesn't mean you don't have rights.

First off:  You rights lie with the retailer, not the manufacturer (unless you bought direct)- from whom did you buy the item?

As you've had it for more than 6 months, then the retailer is entitled to ask you to demonstrate that the problem is due to some kind of manufacturing defect (i.e. some kind of design or built flaw) rather than from something you've done.   Normally this would be in the form of a report (or just a statement) from some independent qualified person - e.g. a repair person.  I don't know if there are people who fix robot hoovers ?

Assuming you can get this and the retailer accepts the item is faulty, then they are allowed one attempt to repair or replace it. If, previously, you've gone straight to the manufacturer, AND the retailer is not the manufacturer the I don't think this counts as their attempt (as they weren't involved).

If that attempt fails (or isn't possible, or the retailer decides it's just too expensive) then you can insist on a refund.  However, in this case they are allowed to deduct an amount for the use you've had of it.  There's no fixed rule on how to work this out, but the expected lifespan of 6 years is often used - to maybe a deduction of £100.  You can always try negotiating this if it comes to it.

Also:  How did you pay for it?  If you used a credit card then S75 is still there as an option if the above doesn't get you anywhere.

Your final resort could then be small claims court.  These are decided on balance of probablilty (rather than "beyond all resonable doubt" like in criminal court).   So, if there are loads of reports online of other people having the exact same fault with their robots then this might be enough to persuade a court the item is faulty.

Golden_Glow90

I bought direct from them. They are not offering to repair and won’t allow me to take it to an independent repairer as they said it’ll void my warranty. I can’t do a section 75 as I did not use a credit card. I feel that my constant back and forth with videos and screenshots from the robot, the app and all their troubleshooting steps, combined with the fact that I did work should be sufficient so I’m not sure what else I can do.

Ergates

Where are they based?  Is this a UK company?

Alderbank

I note that you can't have your choice of repairer look at it because that would void your warranty which you don't want to happen.

Since it is faulty and well within iRobot's 2 year warranty period, why not make a claim on that warranty?

Golden_Glow90

Alderbank said:

I note that you can't have your choice of repairer look at it because that would void your warranty which you don't want to happen.

Since it is faulty and well within iRobot's 2 year warranty period, why not make a claim on that warranty?

I’ve stated this but they’ve said that they’ve determined there is no fault and blaming it on me (first said it was the location of the base then said it was my map, then the cleaning schedule, then that I have a rug) so they won’t accept a warranty claim as they say it’s not faulty

Golden_Glow90

Ergates said:

Where are they based?  Is this a UK company?

I bought it direct from iRobot, it’s international but I bought it from their UK sales

TheSpectator

Golden_Glow90 said:

Ergates said:

Where are they based?  Is this a UK company?

I bought it direct from iRobot, it’s international but I bought it from their UK sales

Which means nothing in terms of applicable consumer legislation - website address?

the_lunatic_is_in_my_head

Site appears to say English law and English courts, company possibly in the Netherlands. 

OP if you get it inspected to confirm a fault your consumer rights will entitle you to a free repair, if they refuse you can reject for a refund (with a deduction for the 9 months use), either way they should cover the cost of getting it looked at. 

Appreciate this might void warranty but it seems at the moment the warranty isn't worth the paper it's printed on... 

Golden_Glow90

the_lunatic_is_in_my_head said:

Site appears to say English law and English courts, company possibly in the Netherlands. 

OP if you get it inspected to confirm a fault your consumer rights will entitle you to a free repair, if they refuse you can reject for a refund (with a deduction for the 9 months use), either way they should cover the cost of getting it looked at. 

Appreciate this might void warranty but it seems at the moment the warranty isn't worth the paper it's printed on... 

not sure I could even get anyone to inspect it as there’s nothing physically broken, seems more likely a software issue. But even if I did manage to do that, how could I reject for a refund, if they’re refusing to repair or replace, even with evidence, they won’t refund me. This is where I’m stuck as consumer rights are great but if the company point blank refuses, there seems to be little that can be done.

powerful_Rogue

Golden_Glow90 said:

the_lunatic_is_in_my_head said:

Site appears to say English law and English courts, company possibly in the Netherlands. 

OP if you get it inspected to confirm a fault your consumer rights will entitle you to a free repair, if they refuse you can reject for a refund (with a deduction for the 9 months use), either way they should cover the cost of getting it looked at. 

Appreciate this might void warranty but it seems at the moment the warranty isn't worth the paper it's printed on... 

not sure I could even get anyone to inspect it as there’s nothing physically broken, seems more likely a software issue. But even if I did manage to do that, how could I reject for a refund, if they’re refusing to repair or replace, even with evidence, they won’t refund me. This is where I’m stuck as consumer rights are great but if the company point blank refuses, there seems to be little that can be done.

https://www.gov.uk/make-court-claim-for-money