Neato Robotics is Out of Business (wrong domain name) Reviews 176

If you have a square flat without furniture, the bot works well. As soon as you start adding stuff you need for living, it will fail.

The helpful support (+1 Star!) diagnosed the continuous floor plan Navigation errors with us and recommended to have 2m around the base station and at least 30cm above it of clear space - I don’t have so much space for my own^^

We ended up drawing the position of tables and chairs on the floor since the slightest movement (literally 1cm) made the robot fail to recognize its surroundings.
Ultimately it cost 10 to 15 minutes to get everything in place with several retries starting the bot to get it sometimes to work. It’s most of the just faster to do the vacuum oneself.

The nice support is unfortunately not worth the high price for the bot. First and last Neato for us.

broken product
no reaction from customer suppert, bad company!

Incredibly bad support, our case started on 20240112 and still not fixed today, they are primarily waiting for a shipping bill from Nancy but have told them I am so tired of waiting, so send a new one with a shipping bill so I can get rid of this case now. .

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otroligt dålig support vårt case börja 20240112 och än idag inte fixat av dom väntar i förstahand på frakt sedel av Nancy men har sagt till dom är så trött på att vänta , så skicka en ny med frakt sedel så jag blir av med detta case nu..

It has been four months. We are still waiting ...

We bought Neato D10 last year. It's broken down in less than five months. We sent it to Letmerepair, the repair agent appointed by the company in the UK. It has been 4+ months. The agent is still waiting for the company to send the part.

This is a nasty business.
Vorwerk has shut downthe Neato servers.
Now all vacuum cleaners are offline.
Thank you, Vorwerk. You're off my list.
I will never buy a product from you.

This is really a review of a company called Vorwerk as they apparently took over Neato some years ago and seem to have now killed off the Neato brand, but read on:
I have my second Neato vacuum cleaner, a D10, bought a bit over a year ago. I was really pleased with my first one for a number of years and was happy to replace it with the D10 when it finally died. The D10 had a new app with software that never really lived up to promised innovations.
Just after Christmas 2023 my D10 said it was offline. I have spent the past month attempting to resolve the problem and get it to relink to my wifi and the app. The D10 would not work, not even manually, without being linked to the app. I tried to contact Neato support but got no response. After much web searching I found a report on "TechCrunch+", dated May 1, 2023, relating to the demise of Neato. Apparently Neato had been taken over by Vorwerk, a German company, five years previously. Vorwerk had partnered Neato for some years prior to the takeover and apparently promised to keep the brand largely independant, but in April 2023 Vorwerk "confirmed that it is shutting down the brand, due to underperformance ... Vorwerk says its team will continue to support existing Neato products for the next five years". If you find your way to the "neato robotics" home page it says "Neato has ceased selling operations. Neato customers can reach customer support by clicking on the following link:" The link takes you to "The Knowledgebase" This seems to be the only support provided. From my experience this support appears to be restricted to keeping the then current FAQs on line. They do not respond to email requests for support and the little online converstion button on the support site returns the message "Apologies, the accessibility widget is inactive as the license expired."!!!
It appears that you can still buy Neato robot vacuums from various outlets but in the light of other recent reviews on Trustpilot I wonder if any of them will actually work?

Nearly one year without a functioning device. The most incredibly bad customer service....no one you can talk to live...poor responsiveness to messages...no replacement of faulty goods....they do not live up to their warranty. If you had to invent how to create a bad customer experience, this would be it.

used it a few times and it broke down. Customer service cannot be reached other than via email. I emailed many times and finally they sent me a label for repair. They kept me waiting for 2 months for repair. The vacuum they repaired and sent to me still did not work. I was in a very difficult situation, I did not vacuum my house for 2 months, as a result, the vacuum I received was not repaired at all and they sent it back. I emailed again, now they sent the label again and want me to send it once again for repair. Why do they offer repair twice for a product I just bought? I want it to be replace or my money back. They left me in a difficult situation and made me a difficult for a year. They are trying to expire the warranty.
Keep away from Neato Vacuum Cleaner
I’m very upset and unsatisfied with the product and customer service team

Their robot hoovers are utter rubbish. Had it six months and it just goes round and round in circles over the same area. Support is crap too - “just reset it”. Pathetic. Such a waste of money. Doesn’t even deserve 1 star. AVOID

I bought a Neato D5 which stopped working just under 2 years later. I was advised to change the battery which was available nowhere. I managed to source a battery almost a year later and the machine still does not work. Neato support is useless. Was of £400. The £100 eufy I had before this was better value. Avoid Neato at all costs!

The robot worked ok for about 18 months and then stopped working, the red light coming on. I have contacted Neato, but they were no help. Suggested it might be the motherboard which would be too expensive to change. I am left having paid over £400 for a machine that worked for 18 months! I will never buy their products again.

Bought my Neato in January, broke after 4 weeks, returned to Neato beginning of March - its now June and still no repair or replacement - appalling customer service

Had my Neato d8 for less than 2 months when I started getting a motherboard error. I chatted with Neato and was told to reset and see what happens. It immediately had the same error. Contacted again and next agent said well a motherboard error cannot be fixed with a reset we have to bring it in for a repair. I sent it out and it was returned within a week saying it was fixed. First clean cycle and I got the same motherboard error. 4 weeks of back and forth “escalating the issue” and no response from any supervisor no matter how many times I have called or chatted and demanded it. Failed to send shipping label on multiple occasions. They said it was because my address was wrong, but somehow they had sipped to and from this address less than a month prior. Finally had the label and shipped it back for repair again. A week has passed and it’s been delivered and I’m waiting to see when it will be returned to me and if it will be repaired this time. I tried to call this morning to verify they have it and are working on it. And their US number has been disconnected. And chat is not in operation. I emailed and got an automated response. So I’m not sure I will get my now 3.5 month old vacuum back. Never again will I buy their products. I’m out hundreds of dollars and they have been absolutely no help. Even hung up on me pretending to have phone issues.

Awfully built robots. Service is responsive but they have thrice returned to me the same damaged robot which is clearly intrinsically defective, as the machine has a complete meltdown every three weeks and stops functioning. After two years and €400 spent this is an absolute joke.

Cleaning and mapping have become noticeably worse over the years. Obstacle avoidance has also gotten worse despite the lidar sensors being clean and the house layout being the same.

This is what happens when parent company Vorwerk fires most of the engineers and designers in an effort to cut costs. A complete lack of innovation and support.

Product failed under warranty. Sent it back. They didn't repair it, didn't return it, and didn't refund it, despite regular contact and assurances that they were waiting for parts repair it. Four months have gone by and no sign of any resolution. Called recently and asked for the broken unit to be returned, which they said they'd do. Phoned the repair centre directly and they said they'd scrapped our unit awaiting repair two months ago. Now Neato doesn't answer the phones any more. Amazon saved the day by going beyond their normal refund conditions and refunding us in the unusual circumstances.

Cowboy outfit, supposed to replace a new robot which I returned in Jan 23. To date still no replacement. Last coms, was will ship when stock comes in. Asked to return my faulty unit and they hung up. The company is gone bust. Stay AWAY unless you want to get burnt.

Shame on Neato for how they handle their apps. I have a Neato D7, we always controlled it through my girlfriend's iPhone. I wanted to install the app on my Android phone to do it from there, but Play Store welcomed me with this message: "this app is not available for your device because it was created for an earlier version of Android".

You spend several hundred euros on a fancy robot and after a couple years they treat you like they don't care about you anymore - in the end, they already got your money, right? Having to find an old phone to use as a remote control for the vacuum cleaner shouldn't be the answer!

Just hire a bunch more mobile developers and do your job. Sincerly, from a mobile developer.

Neato D10 broke during warranty period. They have had it for over a month and have told me they don't have the parts and not sure when the will get them. They can't tell me any type of timeline.

So right now they have my product and won't tell me when I will be getting it back.

This has to be illegal in some way....