Roborock

My experience with Tech Sales Online has been extremely disappointing. I purchased a Roborock Saros Z70 for $2,364.00, expecting a premium, reliable product. Instead, within approximately one month of ownership, the robot developed a fault that… Read more

caused it to continually lose its Wi-Fi connection and become unusable for its intended purpose.

The authorised repair centre diagnosed the problem as a faulty mainboard—the primary electronic control board of the robot. Despite this occurring within weeks of purchase, Tech Sales Online refused my request for a refund and instead insisted on repairing and returning the vacuum, classifying it as a “minor fault.”

I do not agree with this assessment and believe my rights under the Australian Consumer Law have not been appropriately recognised. As a result, I have lodged a complaint with NSW Fair Trading, and I am prepared to pursue the matter through NCAT if it cannot be resolved.

I also experienced significant hair tangling on the brush despite Roborock advertising this model with a Dual Anti-Tangle System, which was one of the reasons I chose this particular vacuum.

What has disappointed me most is not just the fault itself, but the way it has been handled. I expected much better customer service when purchasing a premium product costing $2,364.00. Had Tech Sales resolved this matter fairly, I would have happily remained a customer and purchased another robot vacuum through them. Instead, I have lost confidence in the business.

Based on my experience, I cannot recommend Tech Sales Online.

Very quick delivery great bags but wiah they were a bit cheaper. Tough and and took some time before filled up. Love the ronorock vac iit empties by itself haa mopping option too. Easy to clean tells you on app amy problems

We bought an S8 robot and were and are pleased with it. Being a robot, technical issues are common place but Roborock provided an excellent after sales technical support service which for us was a pre-requisite to the purchase. This Australian… Read more

telephone call centre is not available now but instead you are meant to discuss technical problems with them by email. This is totally unworkable with advanced robotic technology and had I known would have prevented our purchase.

Good products, variety of features to customise the need, app is also very easy to set up.

I like the product however had a really poor experience with their customer service team. Purchased the item, was then told it was short supply, then no supply at all, i had to pay another $500 to purchase next model up. Saga took 2 months to get sorted, up to 1 week reply time from them on my emails......

Bought a Roborock Saros 10R and it turned into a loop of problems and support hassles. The robot started throwing a “reset required” error after just over a month, and the only workaround was a full reset. It would behave for a week or two, then the error would come back. Roborock’s first response was repair only (no replacement), even though the… Read more

unit was basically new. The repair took weeks, and support also confirmed one mop pad wasn’t washing correctly.

A few months later the same fault returned. I asked for a refund and got offered yet another repair.

Disappointing product reliability and horrible support for a premium product

I would not recommend Roborock due to my experience with their repair service and customer support. I originally sent my vacuum in because it was not finding its dock. Roborock claimed there was no issue with the vacuum itself but told me the dock fan was weak and recommended I pay to replace it, which I did. When the unit was returned, a new… Read more

problem appeared — the vacuum no longer empties properly into the dock and dirt gets stuck in the roller brush. I sent it back multiple times, but every time it was returned to me with the same fault, and I was told there was “no issue.”

To confirm the problem, I tested my vacuum and dock against a friend’s identical Roborock system: • Her vacuum worked perfectly on both docks. • My vacuum failed on both docks. This clearly shows the fault is in my vacuum, not the dock.

On top of this, their support team constantly misreads or ignores information I provide. They get details wrong, don’t seem to read my emails properly, and repeatedly suggest basic troubleshooting steps I had already explained I had tried. This has wasted my time and money without resolving the problem.

Despite clear evidence, Roborock refuses to acknowledge the issue, instead claiming it must be “a battery or mainboard fault” unrelated to their original repair — even though the fault only began immediately after their service.

After spending money on their recommended repair and wasting time sending the unit back multiple times, I’m left with a vacuum that doesn’t perform as promised and a company unwilling to stand behind its service.

Poor product support, poor accountability, and very disappointing after-sales service.

The machine works well and does a pretty good job. We look after it very well. The Omni wheel broke and the company replaced it for me to replace.… Read more ·  3

Now, the side wheel gets jammed, contacted service and was told after I produce all the necessary details, they will look into it, possibly time to repair will be 4 weeks. This is terrible, They won’t replace the unit as it’s over a month of purchase. Is this how they back up their product?, after spending almost $3k?

Poor availability of spare parts – Love the robot vacuum. However, VERY difficult to find parts for it 12 months after purchase! The mop heads, brushes, filters etc should all be replaced at reasonable intervals - all good with that. But good luck finding them in stock in Australia. Not online via Roborock, not with other resellers (Harvey Norman, JB Hi-Fi etc). This is not… Read more

only frustrating, it is against Australian consumer law! But who has the time to contact them and make a fuss??

Terrible Customer Service and Dishonest Practices – I purchased the Roborock Qrevo Edge during a promotion that clearly stated a free Roborock Flexi Lite would be included with the purchase. The promotion was still active when I made my purchase, but when I reached out to Roborock's sales support team to claim the free product, I was met with complete refusal. They tried to argue that the… Read more

promotion didn’t apply to my order, despite me clearly meeting all the requirements. I even provided the order details, but they still wouldn’t honor the promotion. Their response was vague and unhelpful, essentially accusing me of misunderstanding the terms, which was incredibly frustrating.

This is not just poor customer service, it feels like a bait-and-switch tactic to lure in customers with offers they don't intend to honor. I’m extremely disappointed and will be reconsidering purchasing from Roborock in the future.

Avoid dealing with their support team unless you want to be stuck in an endless loop of excuses and frustration. I won’t be recommending Roborock to anyone going forward.