Why do we have so many robots, Daddy? "because your mom got sold a
Because your mom got sold a combo pack-o-robots, that's why!
The Roomba salesperson must have been good. Suzanne called to replace our old, tired, second generation robot vacuum and ended up with one for every application.
The Scooba is the one we're most excited about, but it was dead on arrival. It says, "Ehhh" when you try to start it..The manual says that's a pump issue, or a wheel issue.
Suzanne was flippin' when she called tech support and they told her that she'd have to ship it back at her expense, and wait because "they don't presend swap units anymore due to some people keeping the old robots" ....
That didn't sound like the service we got on the first round of Roomba's, so I called up iRobot customer service and questioned the lady, "With a credit card on file, why couldn't get a working Scooba in the mail immediately?" I was told that because my wife was talking to "repair" that they have a different response, and that within the first 30 days Customer Service department would never have responded that way.
"We have some new people, they don't know how we do it over here....." So she scheduled a shipment right away, or so I thought.
A week later (today)... Suzanne called to get a tracking number for the incoming Scooba, only to find out that it was only a shipping label that was emailed, and that they don't send a replacement 'bot until they see that the dead 'bot is packed and shipped..............
She reponds, "You're kidding! I haven't received an email, yet..." (and then it clicked), "Let me guess, the email you have on file, that I have told you people to update 4 times, still says 'dot CON' at the end!", she's reporting the conversation to me with her hand on her hip and her head bobbing left and right....
(All she wants is a robot to clean the floors, and every day that goes by, now, is torturous).
Yes, the email address was wrong... The policy of sending dead robots out, and not immediately replacing with another with a return label, is pretty lame...
A customer will never understand: why a company can't accomplish editing an email address within 3 or 4 attempts; (do we need robot intervention for this?)
Customer service policies inconsistent depending upon which button is pushed in the phone menu......
The customer service rep was apologetic, But what was most disturbing is that her tone told me that no effort was going to be put into communicating to the service department that there is a different way to handle service with a DOA Scooba. (fix the communication issue).
Need-wife-happy, please send functional Scooba.
posted by Seth @ 1:10 AM
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