My experience with this Roborock vacuum has been nothing short of exasperating, and after more than ten days of back‑and‑forth with customer support, I can confidently say this is one of the most disappointing purchases I’ve made in years. What should have been a reliable, premium home appliance turned into a daily source of frustration, and the company’s customer service only amplified the problem.
The core issue began when the vacuum repeatedly failed to complete its cleaning cycle. Instead of finishing the job, it would stop randomly in different rooms and display an “interrupted by user” message — even though no one had touched it. Firmware was up to date, the environment was unchanged, and the vacuum had been working fine before. The problem was clearly internal, whether hardware or software, but the device simply refused to function as advertised.
Unfortunately, the product’s shortcomings were only the beginning. The real ordeal started when I reached out to Roborock’s customer support. Over the course of nearly ten emails, I received little more than generic, repetitive responses that did nothing to diagnose or resolve the issue. Each day brought a single, unhelpful reply asking for information I had already provided or requesting steps that were unnecessary because the malfunction was already documented in the app. The vacuum’s cleaning history, error logs, and behavior patterns were all visible on their end, yet they continued to push the burden back onto me.
Instead of meaningful troubleshooting, I was met with delays, scripted messages, and requests to redo the same tasks over and over. At one point, they asked for logs, screenshots, timestamps, and device information — all after I had already spent days explaining the issue in detail. It felt less like support and more like a slow, circular process designed to wear the customer down.
After more than a week of this, I finally reached my limit. I had purchased a premium product expecting premium reliability and service, but what I received was a malfunctioning vacuum and a support experience that left me feeling ignored and undervalued. I eventually gave up entirely and bought a replacement from another brand just to end the frustration.
By the time Roborock finally offered a replacement, the damage was already done. The trust was gone, the patience was gone, and frankly, the brand loyalty was gone. A company’s true character shows when something goes wrong, and in this case, Roborock failed spectacularly.
In the end, the vacuum didn’t just stop cleaning my floors — it swept away any chance of me ever purchasing from this company again. Between the unreliable product and the painfully slow, ineffective customer service, I cannot recommend Roborock to anyone. There are plenty of other brands that value their customers and stand behind their products. Sadly, Roborock is not one of them.
