Power problem on Neato XV-21

Help & Support Domestic Robots
1

Hi,

I have had a neato XV-21 for a couple of years now. The manufacturers warranty is expired and I am using the robotshop warranty that came with my robot. After less than 1 year (about 9 months I think) the batteries stopped working long enough to clean my floors. I contacted robotshop and neato and both explained that the batteries were at fault and not covered by either warranty. I purchased new neato brand batteries online. They worked for a few weeks then started showing battery error 0002. At this point I was just past the 1 year manufacturer warranty and relied on the robotshop 5 year warranty. After contacting both neato and robotshop again, neato felt it was the vacuum (what they are not responsible for) and robotshop thought it was the battery (what they are not responsibe for). I agreed that I thought it was the battery and after a long negotiation, got neato to replace the newly purchased batteries. This did not fix the problem. In the mean time, the vacuum had broken completely due to his vision being blocked. I sent the vacuum back to which I had to pay shipping both ways. Also they wanted to charge me for replacement batteries as they felt the ones were not working properly. I said that I didn’t need them as I still had the replacement batteries neato had sent. I got the vacuum back and the battery error is back again. How do I get this vacuum which is still under warranty fixed without spending the same cost as purchasing a new vacuum?

2

Thank you for contacting RobotShop, we are sorry to hear that you are having issues with the robot after receiving it from our repair department.

Can you verify that the power switch is on? To do so open the dust bin and verify the power switch if it is on the ON position if not this would explain the 0002 battery error.
If there is no power switch in this case our technicians always unplug one of the two batteries before shipping out the robot after a repair.

Note that all robots are thoroughly tested before being shipped out to clients after a repair.
If the problem is not from either one of the problem mentioned above than verify if the pins on the battery connectors are all the same length and verify the same in the robot’s battery connectors, the problem could also be caused by a lose connection between the batteries and the robot battery connectors. If all the connections look fine in that case you would need replacement batteries, as stated in previous emails before we sent out the robot our technicians had stated that the robot was performing at its most optimal performance with new batteries.

One of our technician has reached you via our support center.