Viomi V5 Pro Service Center Demanded Excessive Repair Fees

I sent my Viomi V5 Pro robot vacuum to an authorized service center on May 24 for a warranty inspection. Before shipping the product, I was specifically told over the phone that I would not have to pay any fees and that the device would simply be inspected. However, on June 1, I was informed that water had entered the fan assembly, that the damage was being classified as user-caused, and that I would be required to pay approximately $128 for the repair plus about $38 in shipping charges.

Even though the robot vacuum originally sells for about $214, the service center repeatedly insisted that its value was $321 in an apparent attempt to justify the unusually high repair cost. During our phone conversation, the representative abruptly ended the call while I was explaining my concerns, which I found highly unprofessional. I was assured before sending the product that no charges would apply, yet after the service center received it, I was presented with substantial fees even though I did not authorize any repair work.

Although my robot vacuum is still covered by its warranty, I was told the issue was outside the warranty because it was considered user damage. Even if that assessment were correct, I do not believe it is reasonable to demand repair and shipping charges that together approach the value of the product itself. I never approved any repair, so I do not believe I should be required to pay these amounts.

I request that Viomi cancel the service and shipping fees that have been charged to me and handle my warranty claim in a transparent, fair, and consumer-friendly manner. I do not want to pay for repairs that I never authorized, and I expect my concerns to be resolved promptly.