Neato-XV15 Mostly Good

1-28-13     NEATO XV-15  I CAN LIVE WITH IT

After using my new XV-15 European Model Neato for a week, I decided to go with it and sent the old XV-11 back.  I am wondering if XV-15 wasn't originally wired for overseas current and then adapted to the standard 110 volt American current.  It still need to go back and recharge at least twice for a 750 square foot area, but does so reliably and in the spirit of moving on so I have accepted it.   I did swap out batteries to see if that was the problem.  It wasn't.   The new Neato is doing a great job of cleaning and came with some extra surgical rubber replacement blades.  So I guess something lost, something gained.

I would be interested to hear back from overseas readers, especially Russia and Sweden, if the Neato is being sold there and, if so, has caught on.

Patti Smith used to live in the rubble of Detroit near where I am.  Pretty sure the Detroit Neato model laser system would also be a ray gun.

Fix For: Neato Docks - Won't Charge

12-27-2012                 Update TO:  
              EASY CHARGER FIX-Don't Buy New Battery Yet

The Fix At The Bottom May Work Sometimes BUT!!!

I have discovered that the true issue here are the springs that push out the bar on the horizontal silver bars on the front of the charger unit.  These springs look like a larger version of the spring inside a bar point pen.  They are very weak and appear to lose their ability to push the silver bar back into position to contact the metal contact rail on the back of the Neato.   I am trying to talk to Neato to see if they will send out replacement units or at least beefier springs.  If the spring strength is the problem --- tightening the screw in the below post will not fix the problem.

My Neato XV-11 would dock, but not charge.  If I manually moved it around, sometimes I could get a charge connection.  I talked with Neato 3 times- promised a replacement only to have techs decide it was the battery and cancel.  They also said to clean the contacts and move the charger.  I did all those things and bought a new battery, but nothing changed.

It ended up to be was loose screws on the back of the charger strips. 

The Fix:
1)  The plug in charger has two spring loaded strips on the bottom.
2)  Check to see if both metal strips stick out from case and can be pushed in and pop out again.
3)  If one or more strip is sunk inside plastic case, then the problem is that the screws that hold the strip to the spring in back are loose.
4)  Depress orange bar on top of case to open.
5)  Inside will be wrapped electric line and the back of the strips.
6)  At the end of each strip is a small screw
7)  Carefully tighten screw(s).
8)  This should cause the strip to pop out in front
9)  Reassemble case and Neato should be able to successfully dock.
10)  There is a chance that bar will still stick. I have inquiry in to Neato asking them how unstick it.  I will update this post after they reply.

 I didn't need to buy new battery and if battery run time is still good, neither do you.

Lets see.. the Celtic people had no vacuum cleaners.

They Wore Me Down

December 12, 2012    Neato Robotics -“Everybody is waiting for cooler weather--and I am just waiting for you--. 

(Bob Dylan in a letter)” 

I was hoping to have something definitive to report about my charging problem, but no.  I have gone through the cycle with Neato three times - reporting that my Neato docks but doesn't charge unless I manually position it.  Then after a week it won't charge at all until I let it sit for a week, then it is fine for another ten days.  Customer service always says they will send me another unit, after conferring with a technician, but without notice someone cancels this and marks problem as battery and I wait for a replacement that never comes.  I  miss my Neato so will order another battery to see if this works.  Does anyone else have a problem similar?  Neato Customer Service is really good until it isn't.

What was it you wanted

I ain’t keeping score

Are you the same person

That was here before?

Is it something important?

Maybe not

What was it you wanted?

Tell me again I forgot

Bob Dylan -Was That What You Wanted 1989

I just like this video

Like a Rolling Stone - Live @ Newport

Read more: http://www.bobdylan.com/us/songs/what-was-it-you-wanted#ixzz2F63NwZN6

CUSTOMER SERVICE-TROUBLE IN PARADISE

10-18-2012

Possible owners meeting-NEATO ROBOTICS

A little cautionary note about NEATO ROBOTICS customer service.  In the past these people have been nothing but helpful, but that seems to be be eroding.

My Neato XV-11 has difficulties recharging.  It returns and hooks up, but doesn't really connect.  I have to get down on my hands and knees to move it until I hit the '"sweet spot" and it charges.  I cleaned the contacts, moved the charger around to different locations with no luck.

Finally, I called (Aug. 18) NEATO ROBOTICS and they said they would send another unit.  I waited 2 weeks - nothing.  I called again and they said my unit was flagged as a battery problem and warranty claim denied.  This was not communicated to me - so I would have waited forever.

I told them the batteries were fine and, once connected, fully charged and would hold same.  Customer service person said sorry for the mix up and they would send new unit out.  Another week or two goes by (it is now Oct 12) and I call again.  I am told that my unit is flagged as a battery issue and is not eligible for replacement.    I explained the charger problem all over again and finally, after several conversations with technical support, customer service rep said they would send new unit.  She also said that they sent me a message in August to tell me about denied warranty claim.  I went back through phone log and this never happened.

NEATO has been a bright spot in a gray world, so this is disappointing.  I will let everyone know what happens, because what happens to me is also happening to hundreds of other customers.  Whether a new unit ever comes, and whether it looks like a new one with the current software/firmware installed is a little in doubt.

All of you suspicious readers at Oracle, Stanford, and the Palo Alto Research Center, this may still have a happy ending.  I still have faith in this start up- just not quite as much faith.

NEW WARRANTY INFO
I was so impressed at the Neato Robotics Warranty and Customer Service.  Their warranty and customer service gave people confidence that this experiment would not waste their money.  It was explained to me and I explained to you that the 1 year original warranty started over each time a new unit was sent.  The Customer Service Rep guaranteed this interpretation.  I even repeated it back to her as I knew I would be telling my readers.  Now I am told this is incorrect.   The 1 year Warranty stays at the date of your original purchase.  That date does not move forward with replacements.

An example is:  
   Buy original unit for Christmas 2011
   Unit replaced July 2012
       -Warranty  date is still Christmas 2011 and does not move forward.
Good to know this information before deciding to purchase a NEATO.

Possible BAD FUTURE  SCENARIO
Buy Neato Christmas 2011
Receive replacement December 15, 2012
       -Breaks January 1, 2013 without extended warranty
YOU WILL BE OUT OF WARRANTY (even though unit is only 2 weeks old)
I warned Customer Service that I would write this information on my blog and she said other Customer Service woman was wrong.

The End of NEATO XV-11 #3

8-29-2012

Good-by NEATO #3

 A Brave Soldier Goes Home

Docking did Neato #3 in.  Although Neato #3 almost always found his way home, once there could not self recharge.   Neato #3 always tended to dock crooked, but for a few months worked fine.  Then, he occasionally would not recharge and now it is the rule.  I can move him around and eventually find a spot that works, but it never happens automatically.   Neato Robotics said it needed to be replaced.  As always, the customer service person was very friendly and efficient.   I only hope the next one cleans as well.

• Neato Customer Support
• 8100 Jarvis Avenue, Suite 100
• Newark, CA 94560
• 1-877-29-NEATO
• 1-877-296-3286
• 1-408-848-1063 (outside U.S.)

Update on Neato XV-11 #3

August 20, 2012

 Pretty sure the     Neato took inspiration from the neural net patterns from these two … just guessing, of course.

 David Bowie

Major Tom

Though I'm past one hundred thousand miles, I'm feeling very still And I think my spaceship knows which way to go Tell my wife I love her very much, she knows Ground control to major Tom, your circuits dead, there's something wrong Can you hear me, major Tom? Can you hear me, major Tom? Can you hear me, major Tom? Can you... Here am I sitting in my tin can far above the Moon Planet Earth is blue and there's nothing I can do Anyways….back to Neato #3

I have been waiting until I had something good to post.  But Neato #3 has been close to perfect.

   However, nothing is perfect There have been a few recent issues:

      *Lately,  even though it docks, the Neato fails to make a good contact with charger-causing the battery to run    low enough that it needs to be reset.  

Oddly, the daily run schedule remains intact.        -At first cleaning the charging and Neato contacts helped, but now i need to manually move the Neato around to make contact.

I am contacting Neato and will let you know next post what they say.

While this is concerning, I run it every morning and it always does a great job.  I occasionally check it's brush and empty the dirt bin daily and that it it. The first two Neato's were flawed from the first day and soon failed completely, but not this one.  I wonder if the company fixed production flaws or just gave me a good one because they saw I had a blog.   Whatever, this thing just works.  I would like feedback from others on their experience.  I am especially interested in hearing from owners in Europe.