Product Name: Roborock Saros 10 Robot Vacuum – Black
Serial No: rapved50400136
Order No: 2025302913109
Purchase Date: 08/23/2025
Service Request Date: 11/24/2025
Service Tracking No: Th 683706
I purchased the Roborock Saros 10 robot vacuum on August 23, 2025. Even though I have used the device regularly since day one, it makes an extremely loud, disturbing noise—almost like a “tractor sound”—when it switches into mop-lifting mode on carpet. In addition, water constantly pools underneath the device, and after every use I also experience repeated water buildup under the mop area.
Because of these issues, I contacted the authorized service on November 24, 2025, sent the device in, and also provided videos that clearly show all the problems I’m experiencing. However, the product was returned to me with the message that “no issues were found.” Despite that, the exact same problems continue.
What’s more, the service videos that were sent back to me have nothing to do with the videos I provided, and they do not show the loud noise or the water pooling problems at all. On one hand, I was told the device was serviced or repaired, but the report stating “there is no issue” is a clear contradiction. This makes me feel the process has not been handled transparently.
For about three months, I have been dealing with these issues on a newly purchased device, and after paying a significant amount for a brand I trusted, this service experience has been extremely disappointing. Customer service and the service center have not provided me with a clear explanation or a real solution.
I request that the device be re-inspected thoroughly by taking all of the videos I sent into account, specifically focusing on the mop-lifting mode on carpet, water pooling, and the excessive noise. I want the inspection to be based on my actual videos, and if needed, I request a proper resolution—whether that is repair, replacement, or another permanent fix deemed appropriate.
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