iRobot unit defective, would not accept return, will not replace original unit (claims back-ordered) Bedford MA
Details:
Purchased online directly from iRobot, total $734.74 12/17/19
I began experiencing problems with the auto-clean system almost immediately (January 2020)
Contacted Customer Care in January via phone and was advised to clean the unit.
Contacted and opened incident # 200221-003129 February 21. Spent almost 2 hours cumulatively trying to troubleshoot the problem. This included sending my multiple pictures to the troubleshooting agent. Was repeatedly told (courteously) that the problem was my lack of cleaning and maintenance.
My problems continued, I contacted again 3/2, 3/6, 3/11, 3/15, 3/17, 3/23, 3/24 (requested replacement) 3/27 (demanded replacement), 3/30, 4/22. iRobot finally concluded that the problem was a defective auto-clean base unit (not my lack of maintenance). However, they could not replace it because it was on back-order.
I was sent a base charging unit until auto-clean unit available again. Replacement on back-order indefinitely.
I continue to receive automated emails stating that the replacement unit is on back-order. Here is my question-are you still selling that same unit through your retail site? If so, it stands to reason you should be able to send me one of those units.
It is now 5 months since I made this purchase. I have been extraordinarily patient to the point of being dumb. I requested that the unit be replaced or refunded several times with no resolution. I tried again today, once more, to be a good customer and wrote again on your email support site and asked for a telephone call. UPDATE: Received another polite “it’s on back-order” email yesterday-no phone call received.