Hi!
Does anyone know how to contact customer service for a Litter Robot 3 within the EU. There is no ticket system outside North America and the phone number I’ve been given (+33 801 902 342) doesn’t work.
Kind regards,
Dave
Hello @DaVeRo,
Welcome back to RobotShop community.
We are sorry to hear that you are having trouble with your Litter-Robot.
You can tell us the issue that you are having here and we will help you fix it.
If you bought your Litter-Robot from us, please provide us with your order number or a copy of the invoice.
Awaiting your reply.
Sincerely,
Hi Ebram,
My order number was 850703.
I have multiple problems but the main one is that after disassembling the globe to clean it, the Litter-Robot can no longer find home. I’ve made sure the magnets are in the correct slots and even recalibrated by holding the reset button for 3 blue flashes. No joy. When I press the cycle button it either rotates the wrong way to empty or if it does cycle the right way it pings me an error shortly before finishing. The odd thing is that it finishes in the correct position (give or take a few millimetres). It is therefore inoperable currently.
Before this when it was “working” I’d get an error at least every other day. Either a pinch fault, bonnet removed or a yellow flashing light. There is no clear process to fix any of these other than taking the main pieces apart, vacuuming, shaking, rotating the globe and putting back together. It’s got steadily worse over the last 9 months. I have noticed that the pinch terminals are corroded but I’ve cleaned them and it didn’t improve operation.
Sadly it’s an expensive piece of junk now that takes much more effort than cleaning a litter tray ever did. Please help or it’s going to the bins with the rest of the cat litter!
Hello @DaVeRo,
Thank you for your reply.
For a start, the issue of the globe not finding dump/home position could be coming from a defective hall-effect sensor so we will need to replace it.
This blog will show you how to replace it, please check it and let us know if you are able to do it by yourself or not:
As for the Anti-Pinch pins and the contact pins between the bonnet and the base:
These pins need to be cleaned from time to time to avoid corrosion but if they are still rusty after cleaning them with WD-40 and sandpaper, we can certainly send you replacement pins.
Awaiting your reply.
Sincerely,
Yes I can repair the sensor with these instructions. Can you send me a new set of the pins too as where I live it’s very humid and they are beyond cleaning I think. I’ll make sure I use wd40 in future to prevent them rusting (although they should really be made in higher grade stainless steel to prevent this happening). Are there instructions on how to extract/replace them please?
Can I give you my address separately for delivery of the parts as it’s different to the original delivery address.
Many thanks
Hello @DaVeRo,
Thank you for your reply.
Very well, in this case, we can certainly send you a pair of the Anti-Pinch pins along with the new hall-effect sensor.
You can follow this video to help you replace the pins:
We will forward you to our internal support system to carry on with the process.
You will receive an email from us shortly.
Sincerely,
This topic was transferred to internal RobotShop Support.