Neato XV-15 Deals

By Edward Chester


A customer

November 7, 2013, 7:28 pm

The vacuum might be ok, but the customer service isn't. The unit I have is less than one year old but is malfunctioning already. It would get stuck in the middle of the room and alarm "Clear my path". Also, the battery is running low after 5 minutes. It means that the vacuum cannot complete the cleaning as expected.

When I emailed the customer support I was given some troubleshooting steps that were not helpful. The last advise was to remove the batteries and to put them back in and recharge. Since the unit is still under warranty, I found this advise unacceptable. I would expect the company service center to take care of the unit, let technicians to open and close the device, with proper tools.

So, I called the customer service. First, the person on the line told me that she has no access to all the emails I have sent/received from Neato. Second, she had no access to my profile I created on Neato website. After I explained myself, the person offered to send me new batteries that I would have to install myself. At this point I was transferred to a supervisor upon my request. I repeated myself, I received the same offer.

This is the warranty service Neato offers, this is the responsibility they take.

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