Roborock S7 Ultra Has Chronic Auto-Empty Failure Despite Multiple Repairs

My name is Gamze K****, and I want to clearly state the deep regret I feel for using Roborock. When your product breaks down, neither the service center, the importer, nor Roborock Turkey stands behind the process. My product was purchased through MediaMarkt from the importing company.

The Roborock S7 Ultra device I purchased in 2023 was sent three times to the Summit service center in Istanbul due to Error Code 35 (“automatic emptying error”), and the same issue continued every single time. The device was sent to service in good condition but returned damaged due to extremely careless shipping. I documented this with photos of the packaging and damage, which I will provide as evidence.

The service center repeatedly blamed the electrical system in my home. However, I had an electrician inspect my home, all necessary checks were completed, and I also spoke with my neighbors in our 9-story, 15-apartment building, none of whom have experienced similar issues. All other devices in my home—such as my Dyson vacuum, piano, refrigerator, air conditioners, and televisions—work perfectly fine. After each service return, the device was also tested in different apartments, yet since the automatic emptying issue persisted, I refused delivery, stating that the problem had not been resolved. All of these tests were recorded on video and submitted to the service center.

Despite all this video evidence, the service center refuses to accept responsibility. Instead, even though the device cannot perform automatic emptying until the dust bin is completely full and repeatedly displays the same error code, the written response I received today claims it is “user error” and says I simply need to clean the device. Previously, the service blamed my electrical infrastructure; later, they put the blame in writing on the electrical components; and finally, they verbally claimed that I performed wet cleaning on the dust bin. These contradictory explanations clearly show that the issue is not genuinely being addressed.

After the third service return, my device is still not repaired and does not perform automatic emptying at all, neither partially nor fully. Despite this, I am being accused of improper use, while my device has suffered new physical damage with every shipment due to careless packaging. Photos and videos documenting these damages are also on record at MediaMarkt Alanya.

Throughout this entire process, I have suffered significant time loss and have been deprived of even the most basic function of a product I purchased at a premium price. My expectation from Roborock is that my Roborock S7 Ultra, which has a chronic and unfixable defect, be replaced with a new model at no additional cost. I request that my grievance be resolved permanently and without further delay.