Neato's Declining Customer Service?

[susantx3]

I received my replacement Neato today. I sent in a Like new unit with original packaging and all accessorizes and received a new unit in exchange.

My replacement Neato has the old 3.2 firmware.

My advice for anyone trying to use the new outsourced Neato replacement process is to be patient and do vigorous and consistent follow up.

Hope this helps

(Once you get an RMA# customer chat may refuse to give you the return shipping address, simply copy and paste the address I provided in this thread and ask if that is where you send the return. I would not send the return until you have permission, but knowing the address may move you to the front of the line.)

I still have the Neato Updater tool installed on my computer. Should I run it? Any suggestions would be appreciated

[glnc222]

The only way you can update it is with offline files in the thread (mods & repairs list main forum page). Online updating is discontinued. If it is working adequately there is little point, and risk of damage if anything goes wrong. The v3.4 differences are obscure and might even reduce run time, increasing reserve for return to base.

[humanoid]

The only way you can update it is with offline files in the thread (mods & repairs list main forum page). Online updating is discontinued. If it is working adequately there is little point, and risk of damage if anything goes wrong. The v3.4 differences are obscure and might even reduce run time, increasing reserve for return to base.

Yes, I am actually considering downgrading from 3.4 to 3.2, but the risk of bricking it keeps me from doing it.

[rival81]

I had great customer service from them, took only 2 weeks from the time i contacted them to the day the replacement arrived. I'm in Australia so maybe it's different here.

[EZFrag]

My Neato story. Bought a BotVac D-75 on March 15. Sensor breaks in the wheel area. Keep getting message to place it on the floor. It broke first part of June. So what? It worked for a month and a half. Contacted customer support, turned in all the information. Was told they were going to take care of it...then nothing for 2 weeks. Called them and was told I would receive shipping instructions...got nothing. Called back this last Friday, was told I was going to have email instructions 10 minutes after concluding our phone call. Nothing. Called back on Monday...was told they changed customer service companies and that I needed to resubmit everything because they (the newly contracted CS company ) doesn't have any information on me....yet they had my address and phone number and stuff. I'm getting a real bad feeling about this. The bad thing is, when my botvac worked, i loved it! It was awesome. Just get pissed with all these hoops to get the thing fixed.

[VoronServer]

I suppose that with such release schedules, returns because of poor manufacturing and design, only one really reliable model, called Connected, they might be out of business quite fast. And this is a first sign of it happening.

Another worrisome thing is - lack of any updates to BotVac Connected with poor companion application development for it.
https://apkpure.com/neato-robotics/com. ... cs.android
check the version history - only feature that has been added is support for smart watch.

Some month ago I've seen all models discounted in Prisma stores in Finland. Now they just disappeared.

Hopefully, Vorwerk can invest even more it this company.
Otherwise I see no positive development. Hope that I'm mistaken.