Roborock S7 Warranty Drama and Water Hazards
I bought a Roborock S7 robot vacuum from Kahramanmaraş Piazza Mall on 12/05/2022, along with an extended warranty and insurance. After some use, I noticed that it left water on the floor after cleaning. At first, I didn't think much of it, but later I discovered that it was also wetting the area around its charging station. Then, an earthquake disaster occurred, and I didn't use my home for 5-6 months. During this time, when I returned home due to the earthquake, I took the robot vacuum to the store where I bought it, considering it was still under warranty. They insisted I should use the insurance, but I informed them that I wanted to send it for warranty repair. They accepted, and the product was sent for repair. Later, they contacted me from a non-corporate number, claiming I had used calcified water in the machine and demanded payment. I refused to pay and requested a free replacement of the faulty part. Subsequently, Media Markt called me and asked me to come to their store for insurance procedures. I urgently demand a resolution to the issue with the vacuum, which was purchased with the understanding that everything was fine. Where is the guarantee in all of this? I will file a complaint with the Consumer Arbitration Board regarding this matter. Since it's known that my vacuum is insured, the companies are after their money. I will exhaust all my legal rights until my product is fixed.
I called the Roborock service line to report that the issue with my product has been present since I received it. I was informed that the problem was due to user error because I had put hard water in the device 😂 and that it was leaking for this reason. When I spoke again about having it repaired at the service center and not being charged for it, I was told that this was impossible. When I stated that I would file a complaint with the relevant authorities, the customer representative said, "You probably sent it to the Mi service; we have no record of you," and hung up the phone. I then called the Mi authorized service and received the response, "Roborock products definitely do not come to us." As you can see, even the customer service is this bad.
On 23.09.2023, I received a message from Media Markt on my phone informing me that my product had been repaired. Subsequently, I went to the Media Markt store. When I arrived at the store, they told me that my product had been returned to the store without being repaired. They asked me to call the relevant insurance company to send the product to the insurance. Later, I called the relevant insurance company, and they stated that they would accept the product again and deliver it back to me within 20 business days. All these procedures are just because of a few drops of water leaking from the water tank, and there is absolutely no cracking or breaking. From the first day I noticed the issue with the product, I was completely directed by Media Markt employees and Roborock Service to have it repaired through the insurance. I am just asking this: If I did not have insurance, would I have to pay for this faulty product out of my own pocket?
