iRobot Roomba i7+ Questions & Answers

Hi Don, so sorry to hear this. If you could please send us a private message with further details on the request lodged we can follow this up for you. Kind regards, iRobot

IXL don't provide customer support, of any value ... and dodge around any obligations

My understanding of Australian consumer law is that if Costco is considered the retailer they would have to deal with any issue arising. Best to ask them. It may be quicker to deal directly with IXL as I did because my purchase was through Flybuys. IXL/Roomba did replace my unit at no cost.

Hi Trang, the robot's warranty will still apply if the product is purchased through an authorized reseller such as Costco. While anything involving refunds will require assistance from the retailer, the iRobot AU team is here to assist with anything else you may need. Please feel free to let us know if you have any further questions. Kind regards, iRobot

Hi there, please accept my sincerest apologies for the delay in response to your support request. Our customer service team is currently experiencing unprecedented demand and is working to the best of their ability to follow up customer inquiries in a timely manner. Please be assured a member of our team will be in contact regarding your proof of purchase shortly.

Sorry to hear of the issues you are having with your Roomba product. From what I can understand your Roomba is failing to detect cliffs and is falling down drops. This may be an issue with your product's floor tracking sensor - please wipe it with clean, melamine foam and restart the robot. It may also be worth considering installing a virtual wall barrier to prevent the robot accessing problem areas. If the issue persists, please hold tight for our customer service team to be in contact.

Please do not hesitate to let us know if you have any further questions.

Kind regards, iRobot

Have cleaned the sensor several times, there are too many drops to install virtual walls... this is a defect in operation when the earlier 630 worked perfectly. I am waiting for customer service, but even if they are busy... two months to reply?

Hi there, thank you for the further information. From what you have described it appears your product will require a service appointment. I understand your frustration in contacting our customer service team, if you would prefer to contact service@ixl.com.au with your full name, home address and contact number, this may speed up the process of servicing your Roomba. Thank you once again for your patience. Kind regards, iRobot

Thanks for the reply, that is the email address I have always used and... their last request on 1-MAY-2020 (all in the original text above) was for proof-of-purchase which was emailed back on 5-MAY-2020. So I have been doing what you suggest all the time, I am pointing out that 1) the process is broken and 2) the *only* timely responses are from you (?) on a public forum. So, already done everything you have suggested, nothing happening at your (?) end :(

Hi there, once again my sincerest apologies for your experience with our customer service response time. Unfortunately due to current social distancing guidelines our service facility has experienced significant disruption and our repair team has reduced capacity. Please be assured that this are not iRobot's regular standards of customer service and I will ensure someone is in contact with you shortly. Thank you once again for your patience and understanding. Kind regards, iRobot

I'm sorry, but it has been almost one months since I sent the information to your customer service line. On Monday, I intend to lodge a formal complaint with ACCC and NSW Fair Trading. I will send the unit back to where I purchased it requesting a full refund under Australian Consumer Law as the product is clearly faulty. And I will certainly make clear on all social media channels the quality of response times from IXL. This is no way to conduct a business and you can't hide behind COVID-19 because emails can be answered in less than a month!

I wouldn’t think so, I have a dark grey tile, with a black lounge on it, and I don’t have any problem in that way

Hi Scott, none apparent for me.

Hi Scott, as long as your room is well lit there is unlikely to be any issues with the i7+ navigating. Kind regards, iRobot

Thanks all. I bought it and can confirm that our (black) wooden floors are no issue for it. Even when upstairs it can tell the difference between the black floor and the edge of the black step. Happy with the results so far.

Hi Michael We do not have a date as yet, but are hoping for the first half of this year.

Have there been any further updates on the s9+ and when it will be available in Australia?

Hi Haley, unfortunately we still do not have a specific date for release but it is still expected to be in 2020. Kind regards, iRobot

I’m waiting for the s9+ too. Any news?

Hi Aly, current events have delayed the launch and it is now scheduled to be in the coming months. Keep an eye on our website and social media for the specific date in future. Kind regards, iRobot

Hi Neil39, ours works fine on our carpets, the only thing that I notice is a little more noise from the motor as it powers across it.

Thanks.

Hi Neil39 The i Series Roomba is fantastic on carpet. I have high pile at home, the only thing I would mention is you will see track marks of where the Roomba has been. Kind regards iRobot

Thank you sounding positive.

I have given it 1 run so far and it filled the bag in 4 hours with carpet fluff off a high quality woollen carpet.. as expected not much dirt. I will go broke buying bags. I hope next run is better. I have been using a Dyson stick previously and it too sucks up quite a bit of fluff. Apart from that I am happy so far. I might have to modify a bag to clear just the fluff.

Hi Neil You will find the more you use it the less it will have to empty its bin.

Thanks.

Sorry, I don’t have pets so I can’t tell you.

Good Afternoon Clinton The i series are the best on the market for pet hair. With the new premium 3-Stage Cleaning System and the Power-Lifting Suction of the i series models, you will find it is now an even better clean then its predecessor the 900 series. It also has new Dual Multi-Surface Rubber Rollers which allow for a deep clean of your carpets. If you have any further questions, please do not hesitate to contact us directly on 1300 727 421. Kind regards iRobot

Good Morning Cianna C I can confirm the i7 and i7+ have dual beam cliff sensors allowing it to still operate on dark to black surfaces whilst detecting the edge of stair etc. Kind regards iRobot

Hi Rebecca, I appreciate your quick response to my question. Thank you so much; I will definitely be purchasing the i7+ now that I know it will work successfully in my home:)

Hi Cianna That is great to hear. If you have any questions, please do not hesitate to call us on 1300 727 421. Kind regards iRobot