[Resolved] Milagrow — product imap

Mrinal Bali

from Delhi, Delhi

Address:	New Delhi, Delhi
Website:	milagrowhumantech.com/floor-robots/805-imap-water.html

Purchased imap from milagrow on sep 18 2017. Imap is their most expensive product to-date. They claim in their web site that it draws 3d map; when battery down, goes home (Recharging station), recharges, then resumes from where it left cleaning.

My imap does not draw 3d map; 7 times out of 10 does not find home to recharge and just wanders around until battery dies; and has to-date never resumed cleaning even after it does recharge.

Milagrow failed to fix the product, blamed me for not learning how to use it even though using it is a matter of pressing one button on the remote supplied with the product. Milagrow refused to refund full amount since product, they said, has been used.

Since feb 19 2018, the matter is in consumer court. Milagrow has until mar 27 to reply.

Was this information helpful?

No (0)

Yes (0)

Mar 29, 2018

Complaint marked as Resolved

Milagrow satisfactorily resolved complaint by attending properly to the customer.

Milagrow customer support has been notified about the posted complaint.

Verified Support

Feb 28, 2018

Milagrow Customer Care's response The customer bought the machine after taking proper demonstration of the machine in Sept 2017. Thereafter the customer refused to use the machine in the way it was supposed to be used with mobile app. He refused to learn the product and we had to send our engineers to his home multiple times who waited patiently and answered all his queries. The product was functioning perfectly but the customer then started to do nit picking by creating scenarios by giving partial information. All his queries and emails were replied to.

On Nov 18th, tired of his approach and attitude, we wrote to the customer to return the product and take a fair value of the product. The customer refused to return back the product and went to various consumer forums. We have been replying to the customer and these forums. His intention is to malign the company image and harm its reputation by putting comments everywhere.

He has done a consumer forum case in Gurgaon which will come up in the last week of March 2018. We will reply to him there as well. We are willing to let go of such a customer because not all customers are right and even those who are right may not be right all the time in judging a company and its actions. We have hundreds of satisfied customers for our mapping robot.

We are even today open to give him the refund at a fair market value and when we say fair value it does not mean very meagre value. He must understand that he has to return the product and the accessories before the value can be judged. He does not stay very far from the office where he had come to take the demo before purchasing.

Our best wishes to him for his life. Even today we replied to him on a mail upholding his right to fight for his interests and freedom of choice.

Mar 16, 2018

Updated by Mrinal Bali Milagrow doesn't understand that after spending Rs 62, 000 I will be very happy if the product performs as advertised and I never again have to go back to Milagrow.

I am a retired engineer from USA, where such products were born, and I was using one for several years.

To use it, Milagrow supplies a remote which has only two buttons. See image. According to Milagrow, only one button needs to be pressed, the one doesn't have the home icon, and they claim it'll do the rest. When Milagrow says I don't know how to use the product, what they are essentially saying is that I don't know how to press one button.

For some reason, Milagrow instead insists on me using an app. The app produces a log. When I used the app and provided the log to Milagrow showing that the product was not performing as advertised, Milagrow simply sent me an e-mail saying I don't know how to use the product and absconded.

A responsible manufacturer would have listened to its customer--a customer who has spent Rs 62, 000 and is not asking for a refund but to fix the product. Prayer 1 in my complaint to the Consumer Court is precisely this: fix the product.

If they can't or refuse to fix the product, then I want a FULL refund, not fair value, simply because the product failed to perform as advertised.

Here's a technical nuance of this product: if you manually order it to go HOME (recharge station), it does so every time. This is what Milagrow demonstrates every time in their showroom as well as home visits.

On its own, after battery depletes down to 15% (Milagrow number), 7 times out of 10 the product does not go HOME, wanders around aimlessly until battery dies.

And the product has never resumed.

A complete demonstration of the product, with battery depletion, recharge, and resume, takes 3-5 hours. Milagrow does not have the time to hang around that long.

I also provided Milagrow with videos showing the product is not performing as advertised. The videos can still be accessed at the link below:

https://www.youtube.com/user/mrinalbali/videos?sort=dd&shelf_id=0&view=0

Mar 16, 2018

Updated by Mrinal Bali Here are Milagrow excuses made to me:

1) "Power must have interrupted while recharging." That's like saying your phone won't work right if power interrupts while recharging. In any case, in my home the product is connected to a 3 kVA UPS. Milagrow engineers saw this when they visited.

2) "The docking station must have moved." Milagrow's one engineer told me that if the docking station moves even 0.1 mm, it'll upset the product functioning. 0.1 mm is almost hair width. As an engineer, I know that this is a ridiculous tolerance for a vacuum cleaner. Nevertheless, I have a video at the above YouTube link, repeated below, showing docking station stability in my home.

3) "Some doors closed." To shorten cycle time, I closed two of my bedrooms so that demo time shortens and Milagrow technicians don't have to hang around too long to demonstrate the repairs to me. (They tried to repair three times, unsuccessfully.) Little did I know that closing the doors, thus reducing the product's work, would also be used an excuse for the product not performing as Milagrow advertised.

https://www.youtube.com/user/mrinalbali/videos?sort=dd&shelf_id=0&view=0

Mar 16, 2018

Updated by Mrinal Bali Milagrow excuse 3 above was messaged to me on WhatsApp. I have it saved and will show it to the Consumer Court. If any consumer wants to see it I'll be happy to provide.