Complaint Review: iRobot

I have purchased 3 s9 and 3 Braava jet units in the past 2 years (1 set for my home, lake home and mother). The one I purchased 2 years ago has been stopping constantly, requiring repeated cleaning, resetting, etc. It finally wouldn't run at all. The tech diagnosed the problem as 2 dusty cliff sensors which cannot be cleaned from the inside, so the unit was deemed unrepairable.

She offered me a trade in program where I send the damaged unit in for a $100 voucher toward the purchase of a new one. My clean dump docking station is in great working order, so I looked online for an option to only purchase the vacuum. No option exists. I called 2 customer service reps, who told me I have to buy the vacuum and docking station.

I advised both reps I have been a loyal customer, and the vacuum only lasted 2 years before it was unrepairable. I asked for a bigger discount since I was forced to purchase something I don't need, and was told no. I asked for an extended warranty with a new purchase and I was told no.

So I am sending a working unit (other than 2 faulty cliff sensors which are just dirty) back to Irobot for a $100 voucher, so that I can lay down $1000 for another unit with a docking station I don't need? That's an expense of $500 per year when the vacuum lasts 2 years.

I feel I have been shafted since this vacuum was very expensive compared to other vacuum options, should last a lot longer for the price, and customer service should be more appreciative of loyal customers. I can purchase the same unit on eBay or similar site for less money, especially since purchasing with robot does not offer a customer service advantage.

I will buy an s9 from some other site only because the dump station is working. I am definitely going to look at other non-irobot vacuums for future purchases.