On August 25, 2025, I purchased a Roborock S8 Pro robot vacuum from Teknosa. I first sent the device to an authorized service center in early 2026 due to navigation issues, including failure to locate itself on the map and moving to incorrect areas. Later, I had to send it in a second time in early March after a plastic component in the brush section broke.
The authorized service claimed that the broken plastic part was entirely due to user error and not their responsibility. However, there are no small children in our home who could have caused such damage. We also make sure to remove obstacles, adjust chairs and tables, and prepare a clear environment so the robot can operate smoothly. There is nothing in our home that could reasonably cause this type of breakage.
Despite this, the service center refused to consider the possibility of a manufacturing defect and rejected my objection. They demanded a repair fee of $56 for the broken part, and when I declined to pay, they returned the device unrepaired.
Additionally, each time we send the product to service, the shipping and repair process takes approximately one and a half to two months, which has caused further inconvenience and frustration.
I do not accept the service center’s claim that this issue is due to user error. I request that the broken plastic component be evaluated under warranty and repaired free of charge, and that my grievance be resolved promptly.
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