Dear Sir / Madam,
I am writing to complain about the frustrating experience of operating one of your new robotic vacuum cleaners and communicating with the technical support team.
On August 11, 2020, I bought an iRobot Roomba i7+ vacuum cleaner through the official website of your corporation. One of the primary reasons why I chose this model was the virtual wall mode, which is used to “create a linear barrier to block openings up to 10 feet” (iRobot Corporation, 2020, p. 4). Unfortunately, the assembly did not function as specified in the owner’s guide. When left unattended, it sometimes failed to detect the virtual wall and continued moving outside the intended premise. Moreover, it collided with objects inside the room, suggesting a problem with the vacuum cleaner control unit.
Upon identifying the issues mentioned above, I contacted the technical support team using the phone number stated on the website. Their initial proposal was to replace the accessory intended to create the virtual walls. Although I noted that the problem was more likely to be related to the internal controller, they insisted on their solution. As expected, the replacement did not rectify the deficiency, and further repair was required. Then, the support team representative tried to persuade me that such functioning was normal since the problem appeared only in some cases and could be explained by the inherent weaknesses of the robotic technologies. Finally, he agreed to have the vacuum cleaner collected for repair but warned that it could take several months due to the delays caused by the pandemic.
Based on the aforementioned, I request your assistance in resolving the issue. Waiting for several months to have the deficiency rectified performed is not an acceptable option for me. I would be very grateful if you could arrange the repair within a shorter term or provide a full refund for the inoperative equipment.
iRobot Corporation. (2020). iRobot Roomba Robot Vacuum i7 Owner’s Guide. Web.