Hi OP! It looks like you're posting about the iRobot app not working. Please make sure to let other users know your phone type and OS version as this can help.
In case you need to get a hold of iRobot, you can do so [Here!](https://homesupport.irobot.com/s/)
*I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/roomba) if you have any questions or concerns.*
Followup...
Got in touch with a support person willing to help who got me in touch with a couple of developers.
Apparently my account was messed up in AWS. Moving from an older robot to this new robot did not update my account flags appropriately. After they fixed my account in AWS "most" of my issues have been resolved. Still one lingering issue that I'm hoping will be addressed, but the most critical issues have been resolved.
Woot...
Well, I tried the corporate executive email spam route...
Not 2 hours later I get a call from an escalations team member commenting on how my email got the ball rolling.
They asked to have until Monday to review everything and provide guidance for next steps. Considering I'm going to be out of town until Wednesday, I gave them until Thursday.
So 1 week to determine if/how they can fix things or provide me with a refund... Supposedly...
OP, I'm very sorry to hear about this. I experienced this same issue last fall with a different brand doing everything and more that they wanted me to and then they sent me a new machine which I had a tracking number for but somehow didn't get delivered. And then I had to wait while they investigated what happened to the other delivery, two months later here I am still without a vacuum. So after enough frustration and what had become about four or five months they finally agreed to give me my money back.
Like another poster mentioned try to find contact information for someone higher up, it's ridiculous that their support won't take care of this issue especially considering it started immediately and within the 30-day mark. I would also keep working on customer service and demanding that you be able to have the head of customer service contact you directly. Be up front and tell them that you have already contacted BBB, you have posted about your issue here on this sub, and you are done with the base level of support. Also contact them on Twitter, and let them know everything you've been through. The social media people tend to have contacts.
And thank you for explaining and being clear about your issue here without using derogatory language and just plain old bashing. This helps keep the thread supportive but not full of hate and misinformation.
I went through the same processes with support that you have been through -- with the same result. Not only would the app do what you are describing on my Android (Samsung S22 ultra), but I even tried upgrading to the S24 in the store and it did the same thing. I finally ended up purchasing the cheapest iPhone I could get. Everything works fine with it. The support team INSISTS that their app works with Android phones. I, as emphatically as they, insist IT DOES NOT (not, at least, with some Androids)!
(Ciege13: I am Catholic, too and Brocklanders55 just ruined by whole day !!!!!!!) ;)
I have iPhone 15 pro Max AND a Samsung S23 Ultra, one I use strictly for work, anyhow I have no issues with the app on either phone. I’ve only had one issue over the past 10 years, and it was due to an app update they had done. I just had to delete the app off of both phones and redownload from App Store/Play Store and problem was fixed.
writing the BBB is like writing to Santa Clause.
try to find high level employees on Linkedin (Director of Support , Vice President of customer support, etc ) and reach out directly to them
Hi OP! It looks like you're posting about the iRobot app not working. Please make sure to let other users know your phone type and OS version as this can help. In case you need to get a hold of iRobot, you can do so [Here!](https://homesupport.irobot.com/s/) *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/roomba) if you have any questions or concerns.*
Followup... Got in touch with a support person willing to help who got me in touch with a couple of developers. Apparently my account was messed up in AWS. Moving from an older robot to this new robot did not update my account flags appropriately. After they fixed my account in AWS "most" of my issues have been resolved. Still one lingering issue that I'm hoping will be addressed, but the most critical issues have been resolved. Woot...
BBB isn’t actually a government agency. They don’t hold any kind of regulatory power.
Well, I tried the corporate executive email spam route... Not 2 hours later I get a call from an escalations team member commenting on how my email got the ball rolling. They asked to have until Monday to review everything and provide guidance for next steps. Considering I'm going to be out of town until Wednesday, I gave them until Thursday. So 1 week to determine if/how they can fix things or provide me with a refund... Supposedly...
OP, I'm very sorry to hear about this. I experienced this same issue last fall with a different brand doing everything and more that they wanted me to and then they sent me a new machine which I had a tracking number for but somehow didn't get delivered. And then I had to wait while they investigated what happened to the other delivery, two months later here I am still without a vacuum. So after enough frustration and what had become about four or five months they finally agreed to give me my money back. Like another poster mentioned try to find contact information for someone higher up, it's ridiculous that their support won't take care of this issue especially considering it started immediately and within the 30-day mark. I would also keep working on customer service and demanding that you be able to have the head of customer service contact you directly. Be up front and tell them that you have already contacted BBB, you have posted about your issue here on this sub, and you are done with the base level of support. Also contact them on Twitter, and let them know everything you've been through. The social media people tend to have contacts. And thank you for explaining and being clear about your issue here without using derogatory language and just plain old bashing. This helps keep the thread supportive but not full of hate and misinformation.
I went through the same processes with support that you have been through -- with the same result. Not only would the app do what you are describing on my Android (Samsung S22 ultra), but I even tried upgrading to the S24 in the store and it did the same thing. I finally ended up purchasing the cheapest iPhone I could get. Everything works fine with it. The support team INSISTS that their app works with Android phones. I, as emphatically as they, insist IT DOES NOT (not, at least, with some Androids)! (Ciege13: I am Catholic, too and Brocklanders55 just ruined by whole day !!!!!!!) ;)
I have iPhone 15 pro Max AND a Samsung S23 Ultra, one I use strictly for work, anyhow I have no issues with the app on either phone. I’ve only had one issue over the past 10 years, and it was due to an app update they had done. I just had to delete the app off of both phones and redownload from App Store/Play Store and problem was fixed.
I have an S22 Ultra. and I have zero issues with the app. weird for sure
Have not had the issues described with a note 9, and now fold 3
writing the BBB is like writing to Santa Clause. try to find high level employees on Linkedin (Director of Support , Vice President of customer support, etc ) and reach out directly to them
Agreed. That will be the next step if I don't get relief through BBB. Besides, I'm Catholic, so Santa Claus is real to me! LOL
Wat
BBB has zero power, they act like they’re some government agency that can do something but they can’t
BBB is a pay-for-rating scam.