Top critical review
1.0 out of 5 starsCustomer service sucks more than the robot!!
Reviewed in the United States on January 9, 2024
Customer service for this product is worse than terrible!
Connecting the device was a nightmare! I knew that it needed to be connected on a 2.4 network. I have many devices that connect through my dual-band router, and select the 2.4 network. This device will not do this. I did not learn this through Roborock customer reps or through my ISP. A friend mentioned that she had encountered this problem, and suggested that I split the networks on my router. Luckily, my ISP has an app that makes this possible without having to log into the router!
For those who do not live with the disrespect and assumptions of competence shown to people without sight, you may not be aware that people with little or no sight use smartphones and computers as much, maybe more, than most people who are sight and light dependent! We read the screens with screenreaders which either speak or turn present characters in braille for a braillle display. However, human developers, most of whom are sighted, have to code the apps and web sites correctly. It isn’t difficult, not time-consuming, just requires an inclusive mindset and accessibility coding knowledge.
With that said, what I hear on an app may not say the same thing as someone else visually sees. Icons must be labeled with text.
Roborock customer service REFUSES to help me learn how to set the app so that the unit will mop. They ask insulting questions such as “don’t you have someone to help.” This is insulting for several reasons. It implies that I cannot possibly live independently, and that if a person with sight was available I was not intelligent enough to ask for visual assistance. Which, of course, if the app was coded correctly would not be necessary.
I want to set the robot to mop. The rep is telling me that I have to do this from the map. I know this is not the only way, but he doesn’t know how! He blames it on my inability to see, not his incompetence, or the incompetence of those who coded this app. I did set the suction for the device, and set a schedule, figured out how to resolve the wi-fi connection without “sighted assistance.” While someone was looking at a picture of the device, and couldn’t figure out where to add water for the mop, I tactually found the rubber stopper and filled the tank! But, that seems impossible to the customer reps.
Not only that, but I used to call them from my cell phone, but they seem to have blocked that number, as everytime I call from it now, it rings once then cuts me off. I successfully called them today using my home number! Instead of answering questions, they will often say nothing for over ten minutes, not telling the customer that they are on hold, or indicating, in any way, that the call is still even connected.
I consider these issues as proof that this is not a reliable company. They are unethical and non-inclusive, and do not respect their customers. This is really terrible, as I had dreams of purchasing their most expensive model that self-fills the mop, washes and dries the mop pad, and has lots of features that coule be of benefit to me, just as they are to other customers who can afford the $1,500 unit.
I am extremely dissapointed with my experience and it makes my experience, though also bad, with iRobot look like fun!