I ordered a Roborock Q8 Max Pro robot vacuum on N11 on December 4, and the product was delivered to me on December 6. After using it for only 28 days, the product suddenly broke down and became non-functional.
When I sent the device to the service center, I was told that the mainboard (motherboard) needed to be replaced, and that the repair would cost about $420 USD. In addition, the issue was classified as “user error.” However, for a robot vacuum that combines mopping and vacuuming functions, I do not find it acceptable that it would be so unprotected against water damage after such a short time in use, nor that it would be evaluated as if the fault were caused by the user.
I do not find it fair to be charged such a high fee for a problem that should be covered under warranty, nor to have responsibility placed entirely on me by labeling it as user error. Therefore, for my defective product, I request a replacement with a new unit of the same model without any additional charge.
My order number is 205635616136. I respectfully request that this matter be resolved quickly and that a solution be provided in line with my request.
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