I am writing to lodge a formal complaint against Ecovacs Robotics (India) and their support partner Frootle India Pvt. Ltd., regarding a product issue that has remained unresolved for almost a month despite multiple follow-ups.
Product Model: ECOVACS DEEBOT Y1 PRO Plus 2-in-1 Robot Vacuum
Serial Number (SN): [protected]
Date of Purchase: 6th August 2024
Purchased From: Amazon.com
Order Number:[protected]
Complaint Initially Raised On: 15th April 2025
I purchased an ECOVACS Deebot robot vacuum cleaner that came with a 1-year warranty, which I am well within. Recently, the product stopped charging, and I approached ECOVACS service for warranty support.
After inspection, they replaced the main board but not only did the charging issue persists but additional functionalities also stopped working . Now the company is falsely blaming "physical damage due to dust” to deny warranty services. This contradicts earlier written assurances via WhatsApp from their support team that all spare parts would be repalced without cost and the issue would be resolved.
Key Issues:
1. Unsubstantiated Physical Damage Claim:
The company refused to provide any photographic or written inspection report to support their claim of physical damage.
I have requested proof but have not received any evidence to justify their denial of full warranty coverage.
2. Product Used as Intended:
The product was used strictly as per instructions — in an indoor environment, on clean floors, and regularly maintained.
If dust ingress can damage a robot vacuum’s main board, it clearly reflects a design flaw or inadequate sealing, especially since vacuuming dust is the product’s primary function.
3. Lack of Transparency and Accountability:
ECOVACS has not addressed or explained how dust caused internal damage despite expected use.
They have not honored the warranty policy fully and are attempting to charge me for repairs while failing to provide clear justification.
4. Misleading Warranty Terms:
There is no clear disclaimer at the time of purchase that minor dust entry — while using a vacuum cleaner — can be grounds for voiding warranty.
This amounts to unfair trade practice, misleading the consumer at the time of sale.
Relief Sought:
1. A complete and free repair or replacement of the product as per warranty terms.
2. A detailed inspection report with evidence to be shared by ECOVACS.
3. If the product is found to have design issues, a recall or compensation policy must be enforced.
4. Appropriate penalty or warning to ECOVACS for lack of transparency and poor post-sale support.
5. Compensation for mental harassment and inconvenience caused.
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