I Received My Ecovacs Deebot X1 Omni Back From Service Scratched and Still Not Working

In October 2024, I purchased the Ecovacs Deebot X1 Omni robot vacuum. We returned the product to the store due to poor vacuuming performance, and they submitted a service request to the company on our behalf. Before sending it to the service center, the store photographed the unit, confirming there were no scratches or damage.

However, when the product was returned from service, not only was it scratched and visibly damaged, but it also wasn’t functioning at all. The service report claimed there was nothing wrong with the unit except for “existing scratches”—which is simply not true. It was fully intact (though not functioning well) when we sent it in, and now it’s worse than before.

We brought the product back to the store again and are waiting for a resolution, but I have no confidence at this point. I also sent a detailed email to Ecovacs support two days ago—no reply so far. This product was not cheap, and what we’re experiencing is completely unacceptable.