I sent my Viomi 5 Pro robot vacuum to service for repairs. After inspection, they told me that a part needed to be replaced and demanded ₺4,800 for the repair. I paid the amount, and they assured me the product would be returned within 3–7 business days.
However, later they contacted me again, claiming there were “micro cracks” on the device and asked for an additional ₺1,600. I refused to pay because there was no way such cracks existed. Despite my refusal, the service kept my device for 19 days, and when it was finally returned, the robot had visible cracks on top—damage that was not there before. On top of that, the part replacement I had paid for was never even performed.
To make matters worse, they shipped the product freight collect, forcing me to pay shipping fees, and then charged an additional ₺150 that was never disclosed to me beforehand.
This entire service process was unprofessional, dishonest, and left me financially and emotionally frustrated. I demand that Viomi repair or replace my robot vacuum properly without charging additional fees and that they take responsibility for the cracks and mishandling of my device. Customers should not have to deal with hidden charges, long delays, and products returned in worse condition than when they were sent in.
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