Ilife A10S Warranty Denied Over Alleged Detergent Use

On January 2, 2023, I purchased an Ilife A10S model robot vacuum from a Teknosa store. The vacuuming performance and overall functionality of the device were excellent, and I had no issues with it. For a while, I did not use the mopping tank and only used the robot for vacuuming. One day, I attached the mopping tank and started the robot, but I noticed that it was not performing the mopping function. After checking it a few times and realizing there was a problem, I sent the device to Giza Smart technical service. The service center claimed that I had used detergent in the water tank (stating, “you must have used detergent”), which allegedly caused the tank to clog, and they said it could not be repaired and that I needed to purchase a new water tank. I did not even feel the need to ask the price of the water tank because I am a conscious consumer who would never expose the device to detergent or any chemical substance that could damage its functionality. I explained that I even use purified water to prevent limescale buildup. Although I clearly stated that I only washed the mop cloth with detergent before attaching it, they insisted that they checked it and that it “smelled like detergent.” I found this reasoning unbelievable. I originally purchased the device for approximately $138, and today its price is around $207–$230. I do not even know how much the replacement water tank costs. Simply claiming “there must have been detergent, we checked and smelled it” is not an acceptable technical service explanation. I strongly object to this approach. I do not find it ethical or fair to impose additional costs on customers for a device that is still under warranty. If the water tank of this device only has a lifespan of 6–10 months, cannot be repaired if clogged, and the blame is automatically placed on the customer as “user error” so that spare parts can be sold, then the product price should be lowered so consumers know what they are actually paying for.