Roomba has the worst customer service

[edean]

I purchased a Roomba 105 2 weeks ago. the internal clock was not working. after hours of emails and calls to customer service letting me know their is a bug and asking for a replacement or different model this was the response below- I will NEVER purchase another Roomba product and suggest to all buyer beware- read their response! I did all they suggested and their expectation is that we should purchase a product but wait for them with no determined timeframe to fix the issue- which is now almost been 2 weeks btw.


Hello,

My name is Stan reaching out from the iRobot's Advanced Technical Team!

Based on your case, I understand that your Roomba 105 does not run on scheduled time. I would be pleased to provide you with the necessary assistance on the matter.

This has been a reported bug to our Software Engineers, they have been actively investigating the issue, and while they have identified potential solutions, implementing a complete and effective fix will require more time than initially anticipated. We understand the inconvenience this may cause and sincerely apologize for the delay.

Would you also please submit a Bug Report, so our Software Engineers can have more instances of the issue, which will help them resolve the issue as soon as possible?

Bug Report

Open the Roomba Home App. Open “My Home” tab. Open the menu in the right up corner and tap on “Report a problem”.
We are committed to ensuring that the fix we provide is comprehensive and fully resolves the issue without introducing new problems. Our team is working diligently to expedite this process, but thorough testing and validation are necessary to ensure the quality and stability of the update.

In the meantime, I can offer you to try the following troubleshooting steps(if they were not yet attempted), which may resolve this issue. However, if they are unsuccessful, it would be best to stay patient until a software update releases and resolves the issue.

Delete the current schedule and create a new one.
Reboot the robot and test again. Rebooting Your Robot: All Roomba® and Braava® Models
If this does not help, you may attempt to factory rest your robot, creating a new schedule and testing again. Why factory reset your robot and how to do it?
We understand how important this matter is to you and want to assure you that our team is working diligently to address it. At this time, however, we do not have an estimated release date for the software fix. Please be assured that we are focused on providing a reliable solution as soon as possible.

Meanwhile, if you need any further assistance, please do not hesitate to ask.

I hope you have a wonderful rest of your day!

Kind regards,
Stan
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iRobot® Advanced Technical Support
iRobot® Contact Support Info

[CodaCM]

The new iRobot products are a mess, these new bots aren’t even made by iRobot, they only put their name on them. I miss the old iRobot. Pretty much everything started falling apart after the Amazon deal fell through.

[RTC]

My 980 with carpet boost is wonderful. Just press the button to clean.

No "artificial stupidity" for the programmers to mess up.

Now my car's cruise control, the programmers really messed up and the manufacturer won't fix it!

[StellanNoam]

It sounds like you've been given the runaround, and their response definitely doesn't inspire confidence in their customer service. They’re essentially asking you to wait indefinitely without a clear timeline, which is frustrating—especially after you’ve already put in the effort to troubleshoot on your own. I’d suggest escalating this further or considering other brands if you’re done with Roomba.

[LookingBack]

My 980 with carpet boost is wonderful. Just press the button to clean.

No "artificial stupidity" for the programmers to mess up.

Now my car's cruise control, the programmers really messed up and the manufacturer won't fix it!

I believe you don’t use an app for your 980, so it’s not connected to WiFi. Do you know if it consistently uses recharge and resume if needed?

My 677 and apparently 980, at least when connected to WiFi, run an abbreviated run if started at the dock via the clean button. For my 677, it’s a 40-45min run. Exhaustively tested this.

Confirmed today the 980 does this as well. It ran for 44mins, didn’t clean everywhere, didn’t run out of battery, and decided to dock and complete.

Now if you start either from the app, it’s run as long as you can, plus the 980 will for sure recharge and resume. Same behavior if scheduled.

You can get around this with the 677 by starting it in a place it can’t see its doc. If it comes across it, when battery calls for it then it’ll try to dock. Been reading this method doesn’t necessarily trigger recharge and resume for the 980 though.

Annoyed I have to use the app manual start or app to schedule.

[RTC]

My 980 with carpet boost is wonderful. Just press the button to clean.

No "artificial stupidity" for the programmers to mess up.

Now my car's cruise control, the programmers really messed up and the manufacturer won't fix it!

I believe you don’t use an app for your 980, so it’s not connected to WiFi. Do you know if it consistently uses recharge and resume if needed?

I am physically unable to operate a smartphone. I have significant difficulty with touch interfaces and disable the trackpad on my computer, using USB mouse and keyboard. So no without a smartphone I can't do any apps.

So the 980 has never been connected to my wifi network.

The new cars with touchscreen center consoles scare me and I consider them a significant safety hazard, as they force you to take your eyes off the road. The old center consoles you could feel around them to find what you need, and keep your eyes on the road all the time.

[jdefant]

Horrible customer service!!! If you are considering any iRobot then reconsider! I spent over $800 on the J9 from Amazon. Worked for two days. OK, stuff happens - I get it. But you would expect the company to stand by their product. NOPE! You can't talk to anyone. You can only communicate via email! They send you an email asking you to try one thing or another. You respond immediately, but 3 or 4 days go by before you get a response. All they do is hope you will just go away!

[Greggj2]

Daft.
But products are made this way now. Firmware isn’t finished , product is sold and expectation is firmware will improve in the next 6 months or so

[neato lover]

I hate the new Roombas!