Dreame D9 Max Flood Damage Ouno Service Refuses Report Repair Issue
On 23.10.2025, my home was flooded during the storm, and along with many of my belongings, my Dreame D9 Max (Black) robot vacuum was also damaged. My insurance company requested an official damage assessment report from an authorized service center confirming that the device was damaged due to the flood and stating the repair cost in order to finalize my claim. For this reason, I contacted Dreame customer service on 03.11.2025 and was told that the device needed to be sent in for service. My product reached the Ouno technical service on 13.11.2025. However, throughout the entire process, I was repeatedly told that they could not state in the report that the device was damaged due to the flood, that they would not issue any assessment report, and that they could only provide a report if I paid the repair cost. Despite calling many times, I was never connected with an authorized person and could not explain the situation properly. I explained everything repeatedly both verbally and in writing and saved screenshots of these conversations. I was barely able to get them to list which parts of the device were damaged. They quoted a total repair cost of ₺14,182 for the wheel, motherboard, and battery replacement, even though the same model robot vacuum is sold for ₺9,000–₺12,000 online. Despite this, my insurance company refuses to accept my claim because the expert report does not state “flood” as the cause of damage, and the technical service refuses to issue a flood-related damage report. Even after I sent a video clearly showing the condition of my home after the flood, I received no response. Yesterday, the insurance company informed me that they will now close my file due to the missing information in the technical service report. As a result, I lost my robot vacuum because of a natural disaster, and now I am at risk of paying a high technical service fee because no proper report is being issued. Having used this product for years without any problems, I cannot accept that the brand and the authorized service are making the situation even more difficult during an already challenging time. I request that Dreame and Ouno technical service issue a signed and stamped damage assessment report stating clearly that the device was damaged due to the flood and listing the required repair cost so that I can submit it to my insurance company. I will also attach all correspondence, screenshots, and video recordings to my complaint.
They are returning the product without processing it because they could not get approval for the repair fee! The only thing that the brand representatives, whom I have been trying to contact for 10 days, care about is the repair fee. The customer is not taken seriously and is ignored. Why is it so difficult to communicate? I finally called the Ouno service, waited for 12 minutes, and was told that the customer representatives were dealing with other customers and would get back to me, but 2 days have passed and there is still no response! Why is it so difficult to prepare a detection report indicating liquid contact? I demand an explanation from an official.
