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My experience with Ecovacs has been really disappointing. I got a window cleaning robot that started having problems pretty quickly. It went through a warranty repair once, then had to be sent in a second time when it broke again. At first, they accepted it under warranty. But then they told me warranty didn't cover it because of alleged 'oxidation from improper use', and they offered zero technical details or real proof of this claim. I always used the device inside according to their instructions. What's worse, they wanted me to pay just to get my broken device back, even though it had been initially approved under warranty with no mention of any cost beforehand. The whole thing lacks openness and professionalism. I'm disappointed with both how long the product lasts and how they handled support. I wouldn't suggest this brand to anyone based on what I went through.

Really let down by this company. Their app has a FORGOT PASSWORD button, but clicking it doesn't do anything. Once they took 8 hours just to send a reset code. For a company selling worldwide, their support is seriously lacking. Not buying from them again and wouldn't suggest them to anyone either. Pretty frustrating experience overall.

The customer service here is absolutely terrible. We have a problem with our unit and have been trying to set up a return shipment with courier pickup for weeks now. Every single time we get the same unhelpful response: 'we can schedule another collection.' They're basically telling us to carry a 15kg robot to a drop-off location ourselves or we're stuck. They won't even look for other options. There's no way to escalate to a higher level of support. Don't bother buying from them.

The repair went pretty smoothly overall, but when my robot arrived back, the power cord was missing from inside the package.

I'm really unhappy with my experience. After just half a year, my unit became totally unresponsive. The app stopped working correctly and the robot just won't respond at all. I called their support team and talked to an agent who gave the most basic advice possible (like turning it off and on, or factory reset), and honestly they were incredibly rude. They kept talking over me and eventually just hung up on me when I asked for an actual solution. Plus, their warranty process is a nightmare. They want me to find a box big enough and strong enough to ship this massive, heavy machine back to them, and then I have to wait over three weeks for repairs. No pickup service, no loaner unit, no accountability for a product that failed in the first year. Find a different brand that actually cares about its customers. I won't be using their support again. I'm going to make sure my experience gets shared on social media everywhere.

I went with Ecovacs after doing a thorough side-by-side review of different well-known brands, mostly because of their strong reputation and the price match guarantee they advertise. Unfortunately, this whole experience has been a huge letdown. I bought two vacuums straight from them, and shortly after they dropped the price on both units on their own website. I sent in pictures of my receipts and the new sale prices and asked them to adjust my cost. Even though they say they have a price match guarantee, they only refunded part of the difference. On one unit, they gave me $120 when I should have gotten $260 back. The other one got $27 when it should have been $50. I asked for clarification on how they did those calculations and requested to speak with a manager, but I never heard back. I've reached out several times through both email and phone with no response. At this point, I feel completely overlooked as a customer. I wanted to work this out directly and keep shopping with them, but their lack of clarity, wrong application of the price match guarantee, and absent customer support have been really disappointing.

Never experienced worse customer service in my entire life. I won't be purchasing from Ecovacs ever again.

Absolutely terrible customer service, hands down the worst I've ever dealt with. I'm never ordering from Ecovacs again and I'd tell anyone considering them to look elsewhere.

Dealing with this company is terrible. If your pricey robot vacuum develops a recurring problem near the end of its warranty coverage, you're out of luck unless you're willing to pay out of pocket for repairs. I'm about ready to scrap a broken £700 model that keeps having the same issue repeatedly. Their support team simply doesn't care about fixing anything. Steer clear of this brand.

This company is awful to work with. Once your pricey robot vacuum hits the tail end of its warranty period and something goes wrong, good luck getting them to fix it without forking over cash for repairs. I'm stuck with a broken £700 unit that keeps having the same problem over and over. Their customer support doesn't care about solving anything. Skip this brand entirely.

This machine is terrible. The first year or so it functioned acceptably, with occasional minor hiccups that weren't major problems. Then in year two, things got worse. The unit became unreliable, had poor cleaning performance, dropped its connection frequently, started roaming the house without instruction, and would freeze randomly. I was frustrated, but didn't know what else to do. Eventually the rotating brush just stopped working. Since I'm past the warranty period, I'm on my own. No problem, I figured I could fix it myself because I've worked on these machines before. Turns out that was wishful thinking. The whole construction is designed to be impossible to service. Everything is arranged so you have to completely disassemble it just to reach any broken part, which is terrible engineering. Once I got to the issue, it became clear the whole thing is deliberately built to eventually break down. The spinning gears essentially ground themselves to pieces because there wasn't enough grease and what was there dried out. These machines aren't worth what they're asking. I paid 900 euros for mine and that was on sale, the regular price was 1,300 euros. Very disappointed with the whole thing.

This machine is awful. For around twelve months it ran okay, had some minor glitches here and there, nothing too serious. After that, problems started popping up. The bot began acting unpredictably, didn't clean as well, would lose connection, wander around on its own, or just stop mid-cycle. I wasn't happy, but figured that's just how it goes. Then the main brush quit spinning. Since the warranty expired, I'm stuck. I thought I could handle the repair myself since I understand these types of devices. Wrong move. The design makes it nearly impossible to fix. You basically have to disassemble the entire thing to reach the broken component, which is ridiculous. When I finally got to the part, it became clear it was built to eventually fail. The brush gears basically destroyed themselves from inadequate lubrication that dried up over time. Bottom line: these aren't worth the money. Mine cost 900 euros during a sale, normally they want 1,300 euros. Extremely disappointed.

The unit stopped working just two days after I got it. They offered to swap it or give me my money back, but only after I shipped the broken one back to them first. Now they keep insisting they never got my return, even though I have multiple tracking confirmations and delivery proof. Every message from their support team is basically a copy-pasted template that doesn't address anything. I've had to pursue legal action because they're not following consumer protection laws.

From the beginning there were issues. The mopping attachment recently failed completely, and the base station keeps holding water instead of draining it. They asked me to ship both back. Four weeks went by with nothing, no updates whatsoever. When I finally called them up, they had no idea where my unit was. I'm getting lawyers involved now. That said, once you get the mapping dialed in and tweak the settings properly, the machine actually does solid cleaning. It cleans itself and there's tons of flexibility with how you set it up. You'll need to manually handle mopping and vacuuming every couple weeks since it doesn't get tight corners, but honestly no machine cleans like a person can. They've misplaced a robot worth over two grand, and I have all the delivery receipts to prove it. Mine's the X5 Pro Omni. It's cheaper now at around $900, while the regular X5 Omni sits around $2,000. So which model do I actually have back? The delivery company didn't even send a notification. They just left it on the front step on a day that hit 33 degrees (apparently this has happened to others too). I've asked for a replacement, but with the holidays coming up, that means two months without a working robot. Problems started in late October and kept happening sporadically through early November. Still no machine.

I was actually invited by Ecovacs to post this review on their site, but when I tried submitting it, the system kept rejecting it. I'm guessing they don't accept honest negative feedback. Anyway, here goes. I bought their X11 Omni cyclone and wanted to share my full thoughts. The good stuff first: the build quality is outstanding, feels really premium, and the overall heft and finish are impressive. The bagless system is actually genius because with these robots it's hard to tell when the dustbin is full, so being able to see what's collected is super helpful. Unfortunately, the negatives are plentiful. There are no cleaning liquids or replacement parts included, even though the box has a molded space for them. A competitor's machine I bought at the same price came stuffed with solutions and extras. The bot itself is massive, taller than similar products on the market, which makes sliding it under furniture way harder than it should be. The biggest issue is navigation. It got stuck doing circles under a chair for 15 minutes, came out, and went right back in.