Year of the Neato XV-ll: Neato Robotics

Showing posts with label Neato Robotics. Show all posts

Wednesday

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

Sunday

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.

Monday

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.