A gentleman made a comment on Neato’s Facebook page suggesting that perhaps the reason that people have failing units was due to improper care. I replied:
I’ve had seven robots in less than a year. One of those was a brand new machine that they sent me because of all of the issues I was having. That one just died. If you pushed the button to start it up, it flashed, then the display went blank. It’s the second of the seven that had display problems.
I cleaned the filters daily and my home was “Neato proofed.”
Two sum it up: two had display issues (where one display went completely blank), one had an issue with the eyes not rotating anymore, two had “bumper stuck” issues within the first week of having them, one refused to return to its base (would stop inches away, then turn off), and one would just spin in circles after it left its base then display the error “clear my path.”
Justina – Our Customer Care records indicate that you have purchased at least 3 refurbished units and that we have replaced two of them once and one of them twice.
Assuming that is where your count of seven comes from….
We have provided you support and we have done everything we can to resolve your issues, in warranty and out of warranty on the refurbished units (which carry a 90 day warranty). We have been patient with your 60+ Facebook (Note: It was not 60 posts/comments – out of curiosity I just went and counted all of the posts and comments I made going back to the beginning of March. The number is 34… You know, super close to 60.) posts and blog posts. It is clear that you are not satisfied with our products and services. We have heard you and regret that we could not satisfy you. We have offered you a refund for your units. We have notified you that a check has been prepared and sent.
We observe social media best practices by allowing reasonable conversation and not deleting posts. You accused us of deleting your posts when we had not. Please review our community guidelines and observe them if you wish to continue to be part of our Facebook community. Thank you.
Yes, Neato, I received a call – first on my OLD FREAKING NUMBER THAT I’VE SAID TO DELETE NUMEROUS TIMES – telling me that my refund was on its way. That was over a week ago. I sent an email and said, “The refund I’m receiving is just for the two robots? Or is it for all three? Or will I be receiving a check for two now, and a separate check for the third one?”
I didn’t receive a response. I followed up. Didn’t receive a response until mid-afternoon today (four days later).
I replied to Neato’s FB response with:
“I replied once and said that I realized you had not deleted my post (after you commented). You are exhibiting poor form. When I get my refund (still pending) I will be silent. I’ve actual written my customer support person twice this week and have not received a response… typical.
BTW – I have been told three times that my records were “lost” due to system upgrades/changes, but looking at your count above it seems my records were not lost.
Your customer service is by far the worst I’ve ever experienced. Block me, or give me the refunds you promised me.”
“BTW, my blog has the date of every return and interaction because I save all my emails. This shows the seven robots I’ve received (three refurbished units, four replacements).”
Here is a copy of that blog posting: https://iamaweepa.wordpress.com/2014/05/20/neato-robotics-customer-service-sucks-all-the-suckage/
Here is a copy of their “General Information” on their FB page:
As managers of Neato’s Facebook community, we’re committed to communicating in an open, honest and respectful manner, and we ask the same of our fans and all Facebook users who visit the page. We invite various points of view, and we respect differences of opinion. However, we reserve the right to remove posts including:-Repetitive posts
-Excessive posting or commenting on posts from other community members
-Profanity, vulgarity, hate speech, disruptive or hostile comments, interpersonal disputes, or threats of violence in a post, tag, or private message
-Advertising of any sort (including merchandise, auctions, services, commercial web sites, referrals, offers to trade, or “wanted” posts)
-Including your own or another person’s contact information including: physical address, email address, full name, phone number, or any other personally identifiable information
-Posts that relate to sensitive legal or financial matters; or
-Violate Facebook’s Community Standards in any other wayIf the behavior continues, we may also block you from posting on our page.We keep an eye on Neato’s page throughout the day, and we’ll do our best to remove inappropriate posts as quickly as possible. If you catch something before we do, please help us out and report it. Thanks for visiting Neato’s Facebook Community and helping to make it a positive experience for all who participate.
I guess I’ve violated this one: Excessive posting or commenting on posts from other community members.
Well, guess what Neato? I wouldn’t post so much if I didn’t feel the need to warn the world about how awful your product and customer service is!
UPDATE: Refund received. Amazing! It only took: A compliant to the BBB, several phone calls, numerous emails, 7 blog posts, and multiple comments on their FB page.
True to my word, I will not comment on their FB page any longer… I certainly won’t be quiet. DO NOT BUY THEIR PRODUCT. The robots are NOT built to last and you will be in Customer Service hell if you do!!!!!