New Neato XV-11 ignored magnet strip and tumbled down the stairs

Help & Support Domestic Robots
1

Today I came home and our brand new XV-11 was not docked and I could not find it anywhere…

Fearing the worst I went into the basement and there she was upside down, its dustbin ejected and the top case severely cracked!

I am worried that we received a defective unit since it completely ignored the 6’ magnetic stip I laid down to prevent exactly this from happening!

What can I do?

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2

Thank you Julie. I have contacted Neato Robotics as per your suggestion.

Best regards,

MBraedel

3

Hi Julie, I contacted Neato over a week ago as per your suggestion but I have yet to receive a response. Do you have any other suggestions how I can get their attention?

Thanks,

M

4

Hi MBraedel,

We are sorry to hear that you are having problems with your new Neato. The Neato has cliff sensors and therefore, even without the magnetic strips, should not fall down the stairs.

In this case, We suggest that you contact Neato and explain the situation to them. They prefer to handle all problematic robots during the first year after purchase. They will then contact us to send a replacement or send a replacement themselves depending on your Country.

Here is the contact info: neatorobotics.com/contact_us.html

Rest assured that either way, your robot will be exchanged under warranty in a timely manner.

Please let us know if you have any questions.

Regards,

5

Hi MBraedel,

We are sorry to hear that Neato has not responded to your inquiry. Please send us a ticket via the RobotShop Support Center and refer to this forum post. We will then send you RMA information and a replacement Neato as soon as possible. In your case, it is evident that your robot needs to be replaced and we appologize if this has caused you any inconvenience.

Do not hesitate if you need anything else.

Regards,