Why are iRobot so slow in responding to support emails?

[RoombaRob]

When you submit your query it says within 24hrs - it has now been 3 days and all I receive from iRobot is junk mail.

[THX-1138]

Hello RoombaRob,

Have you sent your Email to this address?

technical-support@irobot.com

If you did, I suggest you contact them via telephone @:

1-877-855-8593

Tell them about your problem and that you have tried to send them an Email and you have not received a response in the past 72 hours. Keep us updated!

[roombakiki]

Ditto from here on that experience. Don't use the web form OR email.
I mean you can try... but calling on the phone is the only way to get
an RMA number if your Roomba is broken. If you have a general
question then ask here first as the experts around here are awesome.

By the way, when I did get through the customer service was extremely
nice and helpful.



Good luck RoombaRob!

[xuk101]

I used email to ask irobot. And the customer service replied me in 2 days.

[RoombaRob]

Thanks.

For the record, they still havent bothered to contact me back.

[thorn_stevens]

I have a feeling that they are inundated given the doubling of sales this past quarter due to the Scooba rollout...

[RoombaRob]

Then they should increase their customer service staff. Im a fairly patient user, but joe public would grow very tired very quickly. Its now been weeks since my request despite a promised 24hr response.

[IndyGuy]

Just curious Rob, did you ever call irobot? Or maybe you resolved the problem yourself? If you did call, were they helpful? If you're adamant about getting a response via email, I would resubmit, sometimes that works.

[RoombaRob]

Nope, never did get a reply, very very poor.
I understand people saying call, but nothing annoys me more than companies that have websites but dont respond to support requests via it.

Calling is difficult for me; I guess will will have to resubmit as my roomba has sat still for a while now.

[mactigger]

I sat waiting on hold for 30 minutes before I spoke to an agent, that then had to transfer me to a tech guy and waited another 9 minutes. Both reps were extremely polite and helpful, that was the silver lining I guess. Although I had to send in my discovery for service, and was told that upon receipt of mine they would send another one out. That is not the case. I sent mine (overnight fedex mind you) to them and JUST got an email with a tracking number and estimated delivery back of May 28th!!

For such a great product their service is unacceptably slow.

[OlDoc]

You're luckier than me. I sat on hold for an hour, today. I never did get my call picked up by a real person. I just ran out of patience.

Why would customer service be inundated by the "doubling of sales"? Unless it means a doubling of machines that don't work?

[KRV]

I called them the other day with a tech question and they answered within 5 minutes. Today is the first day of the week after a 3 day holiday. Call back Thursday or Friday and I am sure you will get through quicker.

KRV

[RoombaRob]

Never did get a response to my email (in fact multiple emails via their form or directly). What a joke! and please don't say call because nothing infuriates me more than a company with a website who don't monitor it.

My red paperweight is great. I will never buy irobot products again.

[IndyGuy]

Rob, sorry to read about your disappointment. Did you try folks on this board? I know you're steamed at iRobot and their lack of response, but maybe one of us can help you.

[albany]

From my experience with Irobot.

I call Irobot on July 6-06, told them the problem I have with my Scheduler, I get RMA number to send my Scheduler to them and I send my Scheduler on the same day.

I get the email from Irobot on the same day said, as soon as Irobot received my Scheduler at their warehouse, they'll send me another one.

July 12-06 get the email from Irobot, my new Scheduler on it way and tracking numbers.

Get my Scheduler on July 17-06.
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[kissmybot]

So far, I have had good experiences with iRobot support.

I did; however; send them two emails back to back about the same robot. This caused a unique problem. You see, they answered the first email and thought the second was evidently a duplicate. When I resent the second email a few days later, it took a few days for them to respond, but when they did it was with a tracking # for my parts.

Was it Excellent service? No, but they recovered well and I got what I needed without even having to go into detail.

[scooterboy]

I registered my roomba online about 8 weeks ago, and waited for the 15% off accessories email that they promised. 3 weeks went by, so I submitted an inquiry via their web form. No response. 3 days later, I tried again. No response. 3 days later I tried one more time, indicating my disappointment in their lack of response. No response.

I did however get an ad from them via email for irobot skins, so I know their email works.

I tried calling but after waiting on hold for 15 minutes I gave up.

Finally a week later I got the 15% off email. Never did get any responses to the web form inquiries. If it doesn't work, they should either fix it or remove it from their website.

[kissmybot]

I did not get the email either. What I did was call the 800 # to order the supplies I wanted and told them that I did not get the email and they took care of it over the phone. The salesperson on the other end acknowledged that they had been having trouble with the emailed coupon and was very nice.

Give them a call to see if they will help you.

P.S. I never did get the email to my knowledge.