I purchased a Roborock Q8 Max Pro robot vacuum cleaner with mopping functionality from an online platform about six months ago, and the device is still within its 2-year warranty period. Despite this, my warranty claim was rejected on the grounds of alleged “user error,” which I do not accept.
The service report states that there is liquid on the motherboard. However, since this product is specifically designed for mopping, contact with liquid in certain parts of the device is inevitable during normal use and should not be used as a reason to deny warranty coverage.
After sending my device for service, I was informed that the issue was caused by user error, but I was not provided with any clear or detailed explanation of how this could have occurred under normal usage conditions. For the repair, I was quoted approximately $412, while I had purchased the product just six months ago for approximately $438.
I have not accepted or paid this amount, and I find it unreasonable that a device in this price range, used for such a short time and still under warranty, would require such an expensive repair allegedly due to user fault. It is unacceptable that a product designed for mopping is not protected against liquid exposure from its intended use and that this situation is immediately classified as user error.
I request that my Roborock Q8 Max Pro (service record/order/invoice number: RCCVBY52201042) be repaired free of charge under warranty or replaced with a new, defect-free unit. I kindly ask that the service decision be reviewed, the repair fee be canceled, and that I be provided with a clear and satisfactory explanation in accordance with the warranty terms.
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