Irobot Complaint - Very poor customer service
Resolution Update on 12/14/2007:
Roomba eventually issued me a credit after posting on this site...I just got an email saying that my card had been credited, and it was (no doubt thanks to this site).
I just bought an irobot roomba and a scooba as well. The scooba was purchased during a promotion of $50.00 off and a 10% discount for referring a friend. Total cost was over $400.00. Before I even received the scooba I got an email that there is an additional incentive of a free replenish kit (29.95 value). This is in addition to the $50.00 off and 10% discount if you refer a friend. I called irobot and was told by the rep that the replenish kits were no longer available. I told him I just got the email, and that the kits were in stock on the website. He could not have cared less. The next rep told me that those emails are routinely sent out after an order is placed. I told him that made no sense as this is a very expensive item, and who would buy a second one to get the added incentive when they hadn't even gotten the first one? He also could not have cared less. I emailed the company, and received a response the next day that I was not entitled to the new promotion as I already had received a promotion. I responded by email that if I returned the robot that I had not even received, I would receive all the promotions as well as the free replenish kit, and that I didn't understand why they were being so difficult about doing the right thing. Look, it's just bad business to email a customer who just bought your product that an even better deal is available, but they are not eligible to receive it. It makes no sense to me. The customer service reps were disinterested drones. I just spent over $700.00 on their products, and they're unwilling to throw in the $29.99 freebie that I should have gotten in the first place?!! Listen, I do like the roomba so far, but I'm sure not crazy about the company that makes it.