Dreame L40 Ultra Mop Function Stops Working Despite Proper Installation

I purchased a white Dreame L40 Ultra Mop Robot Vacuum Cleaner with serial number r249********** on November 6, 2025. I completed the full setup correctly and was able to use the device without any issues for a short period of time. Shortly afterward, the device stopped detecting the mop pads. The LEDs on the unit turned red, and the mobile app displayed a warning stating, “Mop pads removed.” We removed the mop pads from the device and placed them back on the station, but the issue did not improve. When the device returned to the station and we attempted to start mopping again, it stopped working and showed the error message “Mop pad not found.” Even though the mop pads were properly attached, this error continued, and because the device could not detect the mop pads, it became completely unable to perform any cleaning.

Because of this issue, we contacted Dreame technical support by phone. We were instructed to reset the device and perform the initial mapping process without the mop pads attached. We followed all of these instructions exactly, but the same problem occurred again. The device continued to ignore the mop pads even though they were installed, and I was unable to use the product properly.

To have the product inspected and the issue permanently resolved, I shipped the device to the authorized Teknoser service center on December 22, 2025, and a service record was opened on December 29, 2025. Since that date, I have received no feedback or updates from the service center. When I call Dreame’s technical support line, I am repeatedly told that they are “waiting for approval for a product replacement,” but no clear or concrete information is provided.

It has now been 38 days since I delivered the product to the service center. The legally defined repair period of 20 business days has long passed, yet the process continues to be delayed. Due to all of these issues, I have been seriously inconvenienced and have not been able to properly use the product since the day I purchased it. I request that my product be replaced with a new unit and delivered to me as soon as possible. If this process is going to take any longer, I request a full refund of the purchase price. If the situation continues this way, I would also like to state that I am considering filing a complaint with the Consumer Arbitration Committee.