repeated failures, disputed “water damage” diagnosis, recurring faults after return, and refusal to properly remedy under Australian Consumer Law.
We have purchased multiple refurbished robovacs from Australia Robotics over many years and previously had no issues.
Unfortunately, our most recent experience has been extremely disappointing.
Within a few weeks of operation, the unit began failing. We contacted Australia Robotics and were advised to clean the basket terminals and apply contact cleaner, which we did. The vacuum operated briefly before failing again.
We then returned the unit under warranty assessment. Australia Robotics later sent us an invoice for replacement consumable parts such as filters and brushes, which we declined as we already had those parts.
The unit was then returned to us and again only operated for a few days before failing. We contacted them again and were once more advised to clean the terminals and use contact spray. The same fault reoccurred.
After returning the unit a second time, Australia Robotics advised that the vacuum had water damage caused by us and refused to honour the warranty. Further to this, the unit has not been returned and we are now receiving invoices from them.
The handling of this matter has been very disappointing, particularly given our long history as repeat customers.
Further to this review, the ongoing communication from Australia Robotics has only reinforced our concerns regarding how this matter has been handled.
They continue sending invoices demanding payment whilst still retaining possession of the faulty machine.
They have alleged water damage caused by us, which we strongly dispute and believe is unsupported based on the actual history and operation of the unit.
We attempted to resolve the matter cooperatively over an extended period and followed all troubleshooting advice provided to us, however the fault continued to reoccur.
They have blocked our calls and emails.
The overall experience has been extremely disappointing, particularly as long-term repeat customers.
As a result, we are now progressing the matter through Small Business Claims in an attempt to recover our money.
At least return the Robovac so we can salvage the parts we replaced such as the filter and brushes.
Any residue Australia Robotics are identifying as “water damage” is most likely residue from the contact cleaner that Australia Robotics themselves advised us to apply to the charging terminals, which were faulty from the beginning.
The unit experienced ongoing issues shortly after purchase and was returned under warranty assessment.
Australia Robotics currently retain possession of the unit and have not returned it to us repaired, replaced or otherwise. At the same time, they continue issuing invoices demanding payment for repairs that have not been carried out.
From our perspective, this is not an acceptable warranty outcome or customer service process.
Reply from Australia Robotic
It appears the units are being used commercially. In the first repair the filter was completely blocked and burnt out the vacuum motor. Pictures were provided to Josh and he agreed it was filthy. However we did repair it under goodwill. The second time, it was returned filthy again, this time with water damage. Warranty does not cover water damage.
