Ecovacs Robotics

Absolutely the worst customer service experience I have ever had. I have already taken my Ecovacs robot back to The Good Guys FOUR TIMES because it is not working properly, and instead of resolving the issue or offering a proper refund, Ecovacs keeps sending endless emails asking me to do more and more pointless tasks — make more videos, take… Read more

more photos, repeat troubleshooting steps again and again. It feels like they are deliberately exhausting the customer instead of helping.

I suffer from disc herniation and live with constant back pain, yet I still cooperated with every request they made. I have been patient for far too long, but enough is enough. Carrying this faulty robot back and forth multiple times and dealing with nonstop emails has become mentally and physically exhausting.

This is not customer support — this feels like harassment. Once they take your money, they make you run in circles instead of taking responsibility for a faulty product.

The most disappointing part is that nobody genuinely cares about the stress and inconvenience caused to the customer. They just keep sending “to-do lists” instead of providing a real solution.

I deeply regret buying this product and trusting this company. Never again. I would strongly warn others to think very carefully before purchasing an Ecovacs product because if something goes wrong, be prepared for endless frustration instead of proper support.

Have owned three models over the past 3 years and not one has made it past 12 months. After sales support is terrible and takes forever to have your problem addressed, even when it is warranty period. How about just replacing an item that is clearly faulty instead of making it difficult!

Had a ecovacs deebot robot. Within the first few months noticed that the cleaning tray was always left unclean and starts smelling. Had to clean it every now and then as it gets flooded with the water not being sucked . One fine day it stopped working completely as the drain pump stopped working. Sent it for repair and got it returned. Problem… Read more

started happening again after few weeks. The pump doesn't suck all the water up and you have to clean it every few days. After some time the pump failed again. Sent it for repair the second time and the cycle repeats. I returned the robot and they said they will replace it with a refurbished one. Its been months and I am still waiting. SUMMARY FROM MY EXPERIENCE: THE PRODUCT HAS SOME DESIGN FLAWS AND THE COMPANY WONT REPLACE YOU. WILL KEEP FIXING UNTIL YOU WARRANTY RUNS OUT. FOR THE PRICE YOU PAY THIS COMPANY IS NOT WORTH IT.

If less than one was a star it would look like the ECOVACS logo. I’ve owned plenty of appliances over the years, but my experience with Ecovacs has easily been one of the most frustrating. After only a few months of use, the T30 Pro unit developed… Read more

serious faults and had to be sent away for repair. The repair report read more like a full internal rebuild than a simple fix, which already raised concerns about the product’s reliability. When it was returned, the problems didn’t just continue — they were worse. The vacuum can no longer map the home properly, so it just drives around the perimeter leaving large areas untouched. It doesn’t sense or avoid walls or obstacles and repeatedly crashes into them. The bumper faults continue minutes apart. When returning to the dock, it constantly claims the dirty water tank is full when it’s empty, and the mop heads flood the floor during cleaning. It’s essentially unusable. What’s most disappointing isn’t just the product failure — it’s the after sales support. After such a major repair in such a short ownership window, I was offered another repair and a one-month warranty extension. That’s not a solution; that’s just delaying the problem and hoping we go away. Thankfully under Australian Consumer Law, when a product has a major fault, consumers are entitled to a replacement or refund. Ive escalated my complaint to them and suggest many others do to. At this point, if there's enough formal complaints something might be done.. if not, hope these reviews stop consumers buying. For a premium-priced appliance, the reliability and after-sales support simply haven’t lived up to expectations. Based on this experience, I wouldn’t recommend Ecovacs.

I purchased the Ecovacs T50 Omni and had to send it for repair due to a water leakage issue. From the very beginning, the customer service was terrible — many emails were sent, several were ignored, and responses were extremely slow. After a very… Read more

long wait, the robot was finally returned to me, but not fixed. Instead of resolving the original issue, it came back with different and serious problems. The water tank was visibly crooked, and now the vacuum does not dispense water at all. It does not send water to the mop, does not clean the mop, and the entire mopping function is completely unusable. Sending a product for repair and receiving it back with new problems is unacceptable, especially for a product in this price range. I do not recommend this product.

The reviews I’ve read have not been as accurate as i experienced so here is mine. Now updated and ignoring the below reply from the company. Unfortunately i didn’t know about the maintenance the vac requires as is said in other reviews and in their manual but this too is a tad inaccurate. Once the app is up and running it will let you know when… Read more ·  2

something needs maintaining or a quick refill etc . But - I’ve not yet had an issue there. Yet. My issue was with the support. How hard is it to send me the link to the instruction manual? They sent me an email saying it was attached and they had not attached it! I even, though i am very computer literate, had my IT daughter check, nup, they haven’t sent it! Rcvd eventually and good now. However i originally had issues with the app too, so you have to be v careful when setting it up with your wifi etc; it will connect. Then it’s just a bit of stuffing around to map the house - i have two areas now - so far so good. Post note - two months in and no issues so far now that i have the manual and got the app up working properly. And it is pretty cool. To watch it go back and empty itself is a hoot. Sometimes the brush tangles and that has to be manually addressed and you must must MUST change the mop function so it mops after vac, not during, but it is so far v v good. Note - Use everything in the app. Change suction, if you need stronger, make sure you go through the app so you understand it’s extra functions etc. etc.

Reduced the score by one star as it would have been better if a service call was not needed. However my issue was understood, help offered which resulted in a personal call from Australian Customer service which solved my problem. The N20 now runs very well and efficiently cleans the areas mapped. The software has improved..much easier to use...setting barriers etc. It is a good product and the pricing excellent.

Ecovacs Deebot X5 Omni Pro – I purchased the Ecovacs Deebot X5 Omni Pro about a month ago. At the start I had trouble getting it to stay connected with my Samsung S24 Ultra. I had to use a friend's iphone to connect and finish the set up. Then it worked well on my Samsung phone, until the next day when I used it again. I was ready to take it back to JB HiFi. After complaining… Read more

to Ecovacs, I decided to try it for a couple of days. I had to use an iphone once more and then straight into the app using my Samsung. Ecovacs completed an app update around the same time. Since then, it has not skipped a beat. I have split rooms, merged rooms, renamed room, all with ease. The mapping never drops out and there have been no issues whatsoever. From the lodgement of my complaint to its conclusion, the customer service has been amazing! They follow up every single day. The cover got scratched going under something and Ecovacs responded immediately with a replacement. Honestly, the best customer service ever - Thanks Star. Loving the product. Certainly an upgrade from my Deebot T10 plus which is downstairs. You won't be disappointed.

Bought an expensive deebot 11x in March which was shipped from Singapore. No problems receiving the order but robot was faulty. Waited weeks for them to pick up the faulty item and requested a full refund. Its now the end of May and I still have not been refunded. Be very cautious of buying online from this company.

I have had an Ecovac robot four four years of hell. The Ecovac app is badly designed, the messages are wrong and their help desk is just as useless. The mapping system on the app doesn't work, the only way to prevent the vacuum robot from going under a specific cabinet is with a block of wood. The machine itself is temperamental and I had to… Read more

return it for repairs three times. Now it has broken down again and the warranty has run out. Needless to say, I don't recommend this machine, save your money and go elsewhere. I am.

I have owned the ECOVACS X8 Omni Pro for less than a year, and it has spent far more time at their repair centre than in my home. The machine was faulty out of the box and required multiple returns. To make matters worse, it was eventually returned to me still malfunctioning and heavily damaged by the Ecovacs service staff. They currently have… Read more

the unit again, but they have completely stopped responding to my communications since I requested a full refund.

Because of this complete lack of service, I have lodged a formal claim with the Queensland Civil and Administrative Tribunal (QCAT). My application seeks to recover: - A full refund for the machine.- - Compensation for loss of use. - The cost of the QCAT application fee. - A refund for the extra accessories I purchased, which are now completely useless.

Save yourself a massive headache and avoid this company entirely. You have been warned.

Simply DO NOT BUY anything from Ecovacs, even if their products are discounted by 90%. Honestly, I wouldn’t even waste $10 on them. The robot itself may look impressive at first, but once something goes wrong, you’ll quickly realise how terrible their customer service is. Support is extremely slow, unhelpful, and frustrating to deal with. You end… Read more

up spending more time chasing answers and trying to fix issues than actually enjoying the product. For a premium-priced brand, the after-sales service is absolutely unacceptable.

There are far better brands on the market that actually stand behind their products and value their customers. Ecovacs is simply not worth the stress, wasted time, or headache.

DO NOT BUY ECOVACS ANYTHING. THERE PRODUCTS ARE NOT RELIABLE. My machine has been at harvey norman melton for over 4 weeks. The customer service team is overseas, unfortunately they understand very little and try to get away with whatever they can. I will never buy anything from ECOVACS again. Very very disappointing.

Oh how I wished I had checked this site before buying ecovac deebot omnicyclone pro 11. Although the big selling point is the cleaning along walls and in corners it bounces away from the edges leaving any dirt, lint etc exactly where it was. It does not do what it advertises and the company have replied to my concerns with … “In real-world… Read more

usage, it is quite common for very light or loosely positioned debris along edges or walls to occasionally remain after a cleaning cycle. This is mainly due to the design balance between obstacle avoidance and edge cleaning, as well as the nature of lightweight materials which can sometimes be moved rather than fully collected during a pass.”

DO NOT BUY!!!

Would have given them a zero if I could have. I have a deebot n8 pro. Had issues with the maps pixilating and maps being lost. Repaired under warranty and robot worked for 6 months then the same issue developed again. Contacted ecovax who informed me it was out of warranty and would only be repaired at a cost to me. Now have a robot that won't map and therefore can't schedule

The Ecovacs Neo2 is USELESS, cheap, nasty and DOES NOT even come close to a product, they are using your money to LEARN themselves, DO NOT PURCHASE, this Company's products DO NOT give value for money. NEVER stays connected to Wi-Fi, has NO idea of Mapping, IT is NOT operator error, ECOVACS is a Joke.

My ECOVACS vacuum was sent in for service in DECEMBER after only having it for 5 Months. After waiting over three months with almost no communication and having to fight for a resolution, I finally received a refurbished replacement unit Friday. The new unit failed FIVE MINUTES after setting it up and immediately displayed an error asking me to… Read more

contact customer service. The water tank was filthy.

This entire process has been a catastrophic failure of customer service:

My original machine has been with ECOVACS since December.

The "solution" (a refurbished T50 Max Pro OMNI) took until last friday to arrive.

The "replacement" is DOA.

I have zero faith in this service process. My machine is broken, your replacement is broken, and I've wasted over three months. I demand an immediate resolution to this ongoing nightmare.

BE WARNED: This is the service you can expect from ECOVACS Australia.

Ecovacs Deebot N20 pro plus / T30 BUYER BEWARE I will try and abbreviate this – it’s been a saga. Plus I will try and not be emotive and will stick to the facts. Main issue - kept losing map or corrupting map, plus brushes clogged up. Brush issue was repaired, but took 4 weeks before machine was returned. A LOT of time wasted with remapping… Read more

(lost count of times) Over 20 emails to their 'support'. I use the word 'support' very lightly. The "AU" support do NOT listen to your issue (or dont care, or dont understand). Not to mention slow to respond. They treat the customer like a brainless fool. My correspondence with Ecovacs started not long after purchase and has continued for months. I was compliant in sending Ecovacs all of the required information on multiple occasions, including purchase receipts etc. I’ve requested a refund, but then Ecovacs say it is past the ‘refund’ date despite the problem being initially well within the warranty period. They then offered to replace it with a ‘refurbished’ one - TOTALLY unacceptable. I again requested a full refund Ecovacs, and they then offered me a different model - a superceded, second-hand model, refurbished, which has obviously had previous defective issues (why else would it need to be refurbished). The model they offered uses the same mapping as the original, and as this has been the major issue - not satisfactory. I finally had no other choice but to ' accept' their replacement offer ( Second hand, superceded, and refurbished ). Fast forward a couple of weeks The T30 arrived. First task - complete remap. Again had to edit map. Set schedule up. First vac, went to wrong room. I'm thinking editing issue - same as N20 Oct 2. Another remap. Fast forward another few months Back to same problem. Move vacuum to clean it, put it back in docking station, and it loses the map. I can see the map, but it can't. Here comes yet another remap with this model. Oh, and Google says its a common problem with this brand !!! Contact 'support' - procrastination again. And of course, send it back for repair. As if a repair is going to fix a software issue. I've now had enough. Cut my losses and get another brand. Never again will I even consider Ecovacs.

Update.- Since writing this review, Ecovacs have finally offered to give me a full refund, for which I am grateful.

UNIT REFUNDED. UPDATE PENDING USE OF REPLACEMENT UNIT. Ecovacs has replaced the unit and I will be updating the review once I’m satisfied with the new unit. So far, so good. UPDATE: The new replacement unit is just as useless as the old one, keeps losing mapping, keeps getting lost and turning off halfway through a clean. Now they’re offering… Read more

me a “superior product”, what’s the guarantee that when their new products don’t work, the refurbished one is going to.

If they don’t refund my money, I’m going to VCAT.

I would give 0/5 customer service if I could. We have a Deebot N8+ and it was gifted as a Christmas/birthday present. It worked okay for about 4 months then started having mapping issues. Tried resetting, re-mapping, everything, but still wasn’t working. It would constantly lose its location, which the mapping would have to start all over. I… Read more

contacted customer service. Told them everything that I had already done to try and fix the issue, and they barely read my message and went straight into trying to make me spend money to try and fix it.

Before I’d even had a chance to read their copy and pasted template message, they straight said, here’s our deals, you should upgrade. Not once did they try and help with my issue, they just wanted me to spend money.

Anyone I know who has an EcoVac says they have problems with it and they regret getting the brand. I will never buy an EcoVac product again. I do not recommend the brand.

Worst customer service and products. They don't even deserve one star. I purchased the Ecovac Deebot x2 Omni for $2K+. Initially it was great, then it started using excessive water when mopping leaving my floors sopping wet. I sent it off for a repair and after a long wait, it came back still broken. Ecovac then replaced it with a refurbish… Read more

Deebot x5 Omni. Amongst other issues, this was full of mold and made my house stink. I suspect there is also a blockage as there is minimal dirty water after mopping. Ecovac refused to replace the faulty replacement robot as it's now out of warranty. I would never purchase a product from them again.

Our experience with EcoVac Robotics has been horrible. The machine has malfunctioned from the early days with constant re-mapping, shorter battery life than advertised and a general poor quality from the Omni Deebot T20. Engaging EcoVac has been a waste of time with them stating our warranty had lapsed by a matter of weeks, after we found the… Read more

time to consult with them following a period of diagnostics as recommended on their website. The receipt provided actually shows we’re still within the warrantable period and they’re still not willing to assist.

They’re wanting to charge us for an assessment to diagnose the issue and then offer repairs at our own cost. You would expect a better level of customer service from a company you spent over $1300 for a machine that was used twice a week 2 hours at a time.