UK customer support does not seem to be anywhere near as good as in the US. I also had no choice but to send mine back to the original supplier as UK neato support did not want to know. I paid a hefty amount to post my RPS erroring neato back to the supplier and lost weeks of use.
However, I love the device and bought a xv25 with the aid of the refund.
Somewhat out of pocket and a little bemused with the "2 year manufacturer warranty" but at least I've got a working neato again.
current bots: Clebo Arte, Vorwerk VR-100 (one broken one new), Neato XV-25, Neato XV-12, Roomba 564, Evo Mint 2, Roomba 770, Hauzen VC-RE70V, Samsung SR8980, Karcher RC3000, Robomow RL350 (lawnmower)
previous bots: Samsung SR8845, Neato XV-15