My Ecovacs Deebot T30C Water Leak Ruined its Motor and Support Blamed Me

Less than a year ago, I purchased an Ecovacs Deebot T30C robot vacuum from Vatan Bilgisayar. I always used the device with great care, filled the tanks cautiously, and exclusively used Ecovacs' official brand cleaning solution to avoid potential issues. We used the robot strictly within its normal operating routine without any manual interference.

Recently, after the robot finished cleaning the house normally and returned to its station, it began leaking water all over the floor near the end of its cycle. Following this, I contacted Ecovacs and shipped the device in for service via courier. Shortly after, I received a call from technical support stating that the water tank was cracked, which caused water to leak out and submerge the motor. They claimed that both the tank and the motor needed replacement, requiring a payment of approximately $362 from me.

I specifically explained that it was impossible for the water tank to have broken due to our usage, that the robot developed this issue on its own following normal operation, and that neither the tank nor the robot had been manually handled since the prior clean. Despite this, I was met with an accusatory and condescending attitude over the phone, with the representative stating, "How else would it break then, sir? I'm telling you this robot's water tank is cracked," while placing the blame entirely on user error.

I believe that instead of impartially evaluating whether the main issue—the cracked tank—stemmed from an impact or a material/manufacturing defect, they immediately labeled it as user error to shift responsibility onto me and cover up their own fault. Consequently, I refused to pay the $362 repair fee, and I was told the device would be shipped back to me unrepaired.

I refuse to accept being charged for an issue that occurred on a product running under normal operating conditions while under active warranty. I demand that the water tank and motor defect on my robot vacuum be repaired free of charge without being classified as user error. I request a detailed, objective inspection of the device to resolve my grievance, alongside a far more respectful approach when communicating with customers.

I would also like to state that once the product arrives back in my hands, I will be filing a formal application with the Consumer Arbitration Committee (Tüketici Hakem Heyeti) to officially prove that the "crack" damage was not caused by personal usage.