Roborock Q10 PF+ Vacuum and Mop with 10,000 Pa Suction, Auto Empty Dock and Dual Anti-Tangle System

Absolutely abhorrent customer service. For starters let’s note that I purchased this vacuum for over $1000 dollars, it was on sale for 999 from 1200 when I purchased it. I had my vacuum for about 10 months when it started to make an odd sound while cleaning. I contacted Roborock and they couldn’t help me fix it so requested that I send it in. The plastic ramp had also broken. The only place that you can send it is to California. I shipped the vacuum, after getting it back they had given a new plastic ramp but upon running the vacuum it made the same noise. They did absolutely nothing to my vacuum. Yet again I contacted customer service and was told to again return the vacuum to be fixed. I was bugged. I was given the option to return my vacuum, have it “repaired” or get a refurbished one. I have purchased many refurbished products in my life and never had an issue. I figured that I no longer trusted the repair department and that refurbished product would be quicker and would go through extensive checks. I have a crawling baby that I need to keep my floors clean for. Yet again I drain all the water, packaged the vacuum, and take it to ship. Finally the “refurbished” vacuum arrives. I get it all set up, lo and behold the dock is broken. I again talk to customer service and they say they will “ escalate” this issue. I am expecting them to make it right. Nope, they just email me with simple fixes like “make sure the filter is installed” and “clear debris from the roller brush” I explained to them that this is not a simple fix and the vacuum is not operating correctly. The mop maintenance brush is stopping on top of the filter and making the machine think it’s clogged. I get little to no help. They say again that they can send me a refurbished vacuum. Let me be clear that this has been close to two months of going back and forth with Roborock. I clarify that I would just like a refund or a new vacuum. They say they can’t do that and my product is no longer in warranty. Also I find out that I am no longer eligible for the upgrade program, which is a large reason I chose to purchase a Roborock in the first place. They do not accept refurbished vacuums. Isn’t that ironic! When I brought up this concern that is was not disclosed to me, they told me it was on the q and a part of their website. You mean to tell me when chatting with a customer about solutions you expect them to go verify everything you are telling them on the website and make sure it doesn’t have further ramifications? They told me there was nothing they could do except offer me 30 dollars and another used vacuum because my vacuum was NOW OUT OF WARRANTY. yes, that is true BECAUSE THEY SENT ME 2 broken products, after my first one started having problems! They told me they no longer make this vacuum, which is clearly a lie as it is for sale on Amazon… So here I am, left to yet again package up this vacuum and wait. I even requested that I get the replacement so I couldn’t avoid time without a vacuum And they simply said no that was not their policy. They do not care about helping their customers. I understand things happen, but they have a total lack of standing behind their product and making an effort to make things right when they have repeatedly made errors. I will NEVER purchase another product from this company. And suggest you avoid them at all costs!