No love from irobot customer support

WerewolfTA · Post by **WerewolfTA** » April 4th, 2007, 10:52 am

So, I was missing a part in my package (the suction bulb, no big deal). And wanted to get the charging issue straightened out, now that I've read here that I'm affected and there's an OSMO to fix the problem. So, I sent them an email (it's near the bottom of their response). Here's the (canned?) response that I got back; thought I'd share it for posterity's sake:

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days.

Thank you for allowing us to be of service to you.

To update your question from our support site, click here.

Subject
missing part, question

Discussion Thread
Response (Sylvia) 04/02/2007 06:30 PM
Dear <myrealname>,

Thank you for contacting iRobot Customer Support.

We are sorry to hear that your robot may have come without all of the items which should be included in the Retail Package. Because all of our retailers are independent retailers, they often choose different accessory packages to carry with each model. It is also the retailer?s option to offer their own specials on each package that they carry.

If the retailer you purchased your robot from advertised an item that you did not receive with your robot, we will need you to please contact the retailer at this time.

If you have any further questions, please contact us again.

Check out our improved iRobot Customer Support Site?

For online access to your support issues, please click on our registration link: >>My Support Profile,
which can be found in the upper right section on www.irobot.com/support.

To submit an inquiry click on the Email Us icon on the right panel of this support page.

*********The Scooba?s battery is designed to last for hundreds of charging cycles with proper care and maintenance.

We recommend using your Scooba frequently, at least once a week. Leave your Scooba plugged in and charging at all times. When charging the battery directly in the Scooba unit, be sure to leave the Tank open or off of the Scooba.

If you are charging the battery in the External Charging Base, please charge your Scooba's battery fully in the base, then remove the battery from the base and store it separately in a cool, dry place.

If you are not going to use Scooba for an extended time, remove the battery from the Scooba and store it separately in a cool, dry place.

If you have any further questions, please contact us again.

Check out our improved iRobot Customer Support Site?

For online access to your support issues, please click on our registration link: >>My Support Profile,
which can be found in the upper right section on www.irobot.com/support.

To submit an inquiry click on the Email Us icon on the right panel of this support page.

Regards,

Sylvia
iRobot Customer Support
Customer (<myrealname>) 04/02/2007 04:38 PM
Hello. My wife bought a Scooba 5800 on Friday from Target. There was an insert that directed the owner to prime the pump using an included suction bulb, but there was no suction bulb in the package. It appeared that the outer box was still factory sealed. I wanted to see if I could get a replacement sent to me.

Also, I understand that there is an OSMO available that fixes the charging issue if you charge the battery inside the Scooba so that you can leave it plugged in continuously, as I do with my Roomba. How would I find out if my Scooba is a candidate for that?
Auto-Response 04/02/2007 04:38 PM
Title: iRobot Create's Power System
Link: http://homesupport.irobot.com/cgi-bin/i ... 1168220399

Title: Scooba's blue Check Tank indicator is lit
Link: http://homesupport.irobot.com/cgi-bin/i ... 1154549504

Title: Scooba is not putting down cleaning solution
Link: http://homesupport.irobot.com/cgi-bin/i ... 1153319315

Title: Create: What is the iRobot Command Module?
Link: http://homesupport.irobot.com/cgi-bin/i ... 1168220054

Title: Scooba's blue Check Tank indicator is lit
Link: http://homesupport.irobot.com/cgi-bin/i ... 1167231484

So, it seems irobot is still giving bad info about scooba charging, and if there's a part missing, looks like you're stuck going back to the retailer. And what are they talking about an accessory package? It was an irobot insert that referenced that suction bulb in the first place. Bad customer support, bad.

greyhound · Post by **greyhound** » April 4th, 2007, 11:11 am

Some have had luck with the email support, but I am one that was very unhappy with it. I got the runaround for weeks. Called and my issues were taken care of immediately! Others have had similar luck with the chat feature.

ProTech Robotics · Post by **ProTech Robotics** » April 4th, 2007, 12:00 pm

The email support for me has always proven to be a waste of time and effort. I either call them or do the live chat. The live chat has been very easy and it gets things done right away.

THX-1138 · Post by **THX-1138** » April 4th, 2007, 9:21 pm

Wolf,

Contact iRobot via Chat or Phone instead. Their Email is being responded by a Roomba Red that has not been OSMO'd lately, I think it needs the 30 second battery reset routine.

Either way, contact them about the Scooba OSMO. If your Scooba qualifies (check my updated post about Scooba and batteries) they will send the OSMO at no charge.

Keep us updated!

WerewolfTA · Post by **WerewolfTA** » April 5th, 2007, 11:07 am

Their Email is being responded by a Roomba Red that has not been OSMO'd lately, I think it needs the 30 second battery reset routine.

Heh heh. I like that.

I just read your updated scooba battery post. I'll check its birthdate tonight. Is the born on date found in the same place as on the roomba? If it was born after those posted dates, then the charging fix is already incorporated? Thanks. & thanks to greyhound and recon for your posts, too.

WerewolfTA · Post by **WerewolfTA** » April 5th, 2007, 6:38 pm

OK, called Julie with tech support this evening. Told her about the insert and lack of suction bulb. She said that a turkey baster would do the same. Advised she'd send me one but they're on backorder. So, guess I gotta get a turkey baster should the pump ever not prime.

If the bar code sticker reads the same as the roomba, my scooba was manufactured 08/31/06. I told her that I understood that there was an OSMO to correct the charging issue and that if I was reading the sticker correctly, it was manufactured before 09/22/06. She said that yes there is and had me read her the numbers. Then, she asked if there was a QC sticker there, which there was. She told me that QC sticker indicates that software fix is already applied. So, I verified with her that it was ok to leave it plugged in at all times without killing the battery after 6 months, and she said yes. I guess I should know by the beginning of October.

Thanks for all your posts and help. RoombaReview has been an invaluable resource in my research and decision-making process with my robotic appliance purchases.

THX-1138 · Post by **THX-1138** » April 5th, 2007, 6:48 pm

That sounds like it went great. Thanks Wolf for sharing your story with us and providing additional important information about Scooba and it's new firmware. Now we know that if a Scooba has this "QC" sticker (please provide a picture if possible) it means that it has the new firmware update even though it was made before 09/22/06. This helps us understand better to help others now and in the near future!

WerewolfTA · Post by **WerewolfTA** » April 5th, 2007, 9:14 pm

Here's a picture of the QC sticker, as requested. It's zoomed in pretty close. This is on the body of the Scooba, just behind the battery.