Roborock Saros 20 Scratched Severely Within One Week Of Use
On 29.04.2026, I purchased a Roborock Saros 20 robot vacuum cleaner from MediaMarkt İzmit. Although the device performed its own mapping and was used normally, within 5–6 days the entire upper surface of the robot became visibly and deeply scratched. The product, which is supposed to be in the premium segment, now looks as if it has been used for 2 years after less than a week of use. Because I trusted the quality of its sensors, software, and general build, I specifically chose this higher-priced model. The salesperson also told me that the device would not get easily scratched and only talked about its advantages, without mentioning any such negative aspect. Despite this, within 6 days serious cosmetic damage appeared, which I do not consider to be user error. On the 6th day, I took the device back to MediaMarkt, and they sent it to Roborock service. The service replied that the issue was only “cosmetic scratches” and therefore neither replaced the product nor refunded my money. I do not accept that a product in this price and segment, costing around ₺90,000, is scratched to this extent within such a short time and that this is dismissed as merely a cosmetic issue. In my opinion, this is a defective product in terms of quality. I request that my Roborock Saros 20, which became severely scratched in less than a week under normal and careful use, be replaced with a new one or that my full payment be refunded. If my grievance is not resolved, I state that I will apply to the Consumer Arbitration Committee to pursue my rights.
Hello Ms. Güler, We would like to get in touch with you regarding the complaint you submitted. In order to clarify the issue and evaluate it correctly, we would like to know which technical service you sent your device to and the serial number of your robot. This information is important for reviewing the service records and for transparent tracking of the process. To confirm whether the device has reached us, we kindly ask you to share the details of the technical service you used for shipping and any service reports, if available. This will allow us to assess the problem you are experiencing more effectively and provide the necessary guidance. We emphasize that we value customer satisfaction and assure you that your case will be monitored meticulously. Sincerely, RECCİ TEKNOLOJİ A.Ş.
My problem still hasn't been resolved. The Roborock Saros 20 I bought from Media Markt İzmit was heavily scratched on the top after just three days. It's not user error; it didn't fall. It looks like a second‑hand robot. I will exercise all my legal rights. When I purchased it, they spent hours praising how great all the features are, and not a single downside was mentioned. They claimed the software is excellent, it detects obstacles well, it has a camera, and it does its own mapping. Even though we never manually interfered with the robot, it chose its own route, yet Media Markt blames the Roborock service, and the Roborock service points the finger back at Media Markt. I am the victim and I demand my rights.
As can be seen, progress has been made
Hello Ms. Güler, We have accessed your technical service report and are briefly communicating its details to you. The customer reported that scratches appeared on the body of the robot vacuum after a short period of use and requested that the product be considered a defective item. The product was taken for physical and technical inspection at our service center. As a result of the checks, the scratches and surface marks on the device were evaluated as physical usage marks that could occur due to environmental contacts during the usage process. During the inspections, the device's operating functions were checked, and no malfunction, loss of function, manufacturing defect, or material error that would affect the product's technical performance was found. Since robot vacuums are products that can come into contact with furniture, walls, and similar surfaces in the cleaning area during use, limited physical marks on the device's outer surface can occur depending on usage conditions. Conclusion: Based on the technical evaluation performed, the current condition identified has not been considered a manufacturing-related defect. If your device experiences difficulty in certain areas during use, you can mark those regions as restricted zones via the app. By doing so, the device will avoid those areas during cleaning, making your usage experience more efficient. Best regards, RECCİ TECHNOLOGY Inc.
When the product was being sold, it was mentioned that it had a lidar sensor and that the software was good. He did the mapping himself. It is unacceptable for a premium segment product to be heavily drawn in 3 days. I will exercise all my legal rights.
