Roborock Q8 Pro Plus Repair Complaint and Unexpected Charges

I purchased a Bosch Q8 Pro Plus robot vacuum cleaner from MediaMarkt in January 2026. On October 1, 2026, the device displayed a “Main Wheel Jammed” warning while operating. Although the wheels and underside were clean, the warning persisted. Upon inspection, I noticed that one of the wheels was loose in its housing. I contacted Roborock’s authorized service center and shipped the device to them on October 6, 2026. The courier tracking code provided to me was 79DZ8TVJBZ.

On October 8, 2026, the authorized service center called me and informed me that the wheel was broken and that I would have to pay $157 for the repair. During the conversation, they suggested that the damage might have been caused by user error, such as an object being thrown at the device. However, no such incident occurred, and no technical evidence was provided to support these allegations.

Despite these concerns, I initially approved the repair during the call and asked them to send me the payment details. Approximately 15 minutes later, I called back, withdrew my repair authorization, and explicitly requested that they stop the repair and issue only a damage assessment report. I was told that the process would be stopped and that someone would contact me again. However, I never received a follow-up call or an SMS notification, despite being assured that I would be informed about every step of the process.

On October 10, 2026, I contacted the service center again and discovered that the device had already been repaired and that payment was expected from me. When I reminded them that I had withdrawn my authorization, they claimed there was no record of my cancellation request in their system. I objected to the repair being completed despite being told that the process would be stopped. When I requested that the repair be reversed and the device returned to its previous condition, I was told that a cancellation fee might apply, but no clear amount was provided.

The payment message I received contains only an IBAN and the total amount due. It does not provide an itemized breakdown of the work performed or the parts replaced. When I requested a damage assessment report, I was informed that the exact cause of the fault could not be determined and that only possible explanations could be offered.

I believe I have been treated unfairly. The product is less than one year old, and the warranty should still be valid. Nevertheless, I am being asked to pay a substantial repair fee, my cancellation request was disregarded, and the allegation of user error has not been supported by a detailed written technical report.

I request a clear, written, itemized breakdown of the repair charges, including the cost of each replacement part and labor. I also request a detailed technical report documenting the alleged user error and explaining the actual cause of the damage, as well as a review of the call recordings relating to my cancellation request.

I reserve all my legal rights as a consumer and request that Roborock and MediaMarkt investigate this matter, provide transparent information, and offer a fair resolution that addresses the inconvenience and financial burden caused by this situation.