If it was not for the Vaccum Robot Device, I would have given a ZERO rating if your review allowed me to do that.
The Hardware, the Bot itself is FANTASTIC - I purchased a Deebot 950 Ozmo and fell in so much love with it that, we purchased two more Vacuum Cleaner Robots another Deebot T9(not available anywhere in the world except from the manufacturing country) and Viomi S9(from Amazon).
All 3 are great Robots. The SW for all of them can be vastly improved(but you can still live with them).
However, after 5 months, the charger base of the Ozmo 950 that I purchased from Amazon went bad. And this is when my ORDEAL and PAIN started. Mind you, if you purchase from Amazon(instead of their Ecovacs India website), you are given a STEP MOTHERLY treatment. You are a second-grade customer if you directly didn’t buy from their website.
Their customer support is not open on Saturdays for non-amazon customers and your customer support timings are also restricted between 9 - 6 for Amazon customers, but extend beyond this time for their direct website purchases. Absolutely ridiculous!
There is ZERO accountability with Customer Support. They are very lethargic and their attitude is "retarded" at the best.
It’s 5 WEEKS after I raised my first complaint with them, the issue is still unresolved and they do not have a proper communication within their own department and service centers. All the while I have been put into tremendous inconvenience.
So many calls and so many mails have fallen deaf to their ears, and they don’t seem to even acknowledge that they understand our frustration. Shame.
I now understand why Amazon and other great companies have flourished and thrived so well. Their intense focus on customers is the reason.
But ECOVACS customer support SUCKS in India(Their Robots also SUCK, but in a positive way and for cleaning;-).
Here are my ratings on a scale of 5 stars:
Vacuum Robot: 5 Stars
Mobile App: 3 stars
Customer Support: 0 Stars(no stars, its a blackhole!)
Although I appear funny, it’s an absolute frustration that I cannot vent out through any proper way.
I hope any sane person from ECOVACS is reading these reviews.