Roborock Dyad Questions

Kerry Holly4y

I am looking at buying the Roborock Dyad, however I’m concerned after reading some reviews that say parts of the Dyad rust. Someone had a review on here with photos, however I can no longer see it. I’m impressed by the fact that the Roborock Team address reviewers issues on Product Review, however I’m wondering if there is a problem of any kind with the machine - is after sales service helpful, and do you have to post the Dyad to them (as that would be very expensive). Also where is the Roborock Service Centre in NSW. Any help and advice will be greatly appreciated.

Will 4y

My opinion is my own based on my experience. The product itself is amazing when it works as expected, the caveat is when there is something wrong. The after sales support is quite bad even if the resolution is simple. They may respond swiftly and then forget about you. Key point is the ‘response’ is quite empty. As in they say they’ll ‘help’, but as per my experience, you need to keep following up endlessly and even then, you may still not get the help promised. A part broke inside the Dyad after 2-3 months of usage and they told me it isn’t covered and where to go buy it. They weren’t interested and ignored me after that. Until I put a review here then they gave lots of empty assurances of ‘help’ which never eventuated. Bottom line, amazing machine when it works. But do not expect any support let alone care if something goes wrong, even if it is under Australian consumer law or their own warranty. They simply don’t care and hope you stop contacting them. Again, this is my personal experience which is a shame as the product itself is excellent when it works.

Kerry Holly 4y

Will - Thank you for your honest opinion.

Adrian 4y

Hi Kerry, I'm the person who wrote the review of the rusted Dyad. Please see the link here: https://www.productreview.com.au/reviews/17c39e97-f29c-544b-8f07-ce53e836ee8b

It's been 1.5 months and still not resolved.

Adrian 4y

To answer your other questions: 1. They respond on here so it looks good however they don't follow through behind the scenes. It's the worst service I've ever had - and that's not hyperbole. 2. They will cover postage cost of the Dyad for repair as it's a protection under Australian Consumer protection law.

3. Roborock outsource the servicing to Technocity in NSW (Capitol Square).

Stay away from this machine! My experience is bordering on the bizarre.

Happy to answer any other questions :)

Kerry Holly 4y

Thank you for this information.

Yu Wang 4y

I haven't had any problem with the machine. Finger cross it stays that way. But I had another robot with the same brand I use Taobao to buy spare parts. There is definitely room for improvement with the machine like cleaning the roller can be a hassel but, but, it made me wash the floor more and I don't see a better solution available on the market in Australia. Since other guys mentiones the local warrantee doesn't make much sense, I might also give other overseas brands a try, they are cheaper and with other functions available.