Dear iRobot Customer Support:

I recently contacted Customer support by telephone about a power supply that exploded when I plugged it in. The power supply burned me and then smoked heavily after I pulled the thing from the wall.

I felt thankful that I was present when it exploded, but I also felt disappointed when I contacted customer support by phone. The technician I spoke to proceded to tell me that the power supply should have been plugged into a power strip, although I can’t recall seeing that in the manual. He also gave me some dubious electrical advice, about how storms in my area my have altered my house wiring apparently. I recognized this advice as possibly fraudulent right away as I have spent some time working as an electrician and am currently employed as an electrical engineer.

To get to the point, I was hoping to settled this matter easily: iRobot has supplied me with a power supply whose workmanship and/or quality of parts is below a reasonable standard and I would like a replacement.

Despite the hardened sales pitch of the phone center employee to upgrade to a newer model, I can not see the logic in upselling me an entirely new product, when the current model (that has already been replaced once due to a fault in the battery charging system and has me questioning whether I traded in a new Roomba for a refurbished one) has demonstrated questionable performance.

I have praised iRobot. I have sold the idea to my friends and family, who currently own iRobots. I have told long tales of the greatness of iRobot Customer Support Staff when they helped me overcome earlier problems with my Roomba.

I believe in your product.

I believe in the people behind the product.

What I can’t believe is that there would even be a doubt that this power supply should be replaced, without question, due to its spontaneous dangerous condition and the hazardous position that it placed upon not only myself, but my home and family.

Although I was rebuffed at my first attempt to bring to light this problem, I am again offering am opportunity to solve this matter quickly, effectively, and without litigious entanglements. What I would like is this: replace my defective power supply.

This solution allows us both to claim a win as I will still have a product I can believe in whole heartedly, and you will have the continued support of my one man public relations campaign that continues to add to your sales of iRobots in general and also your support products.

Let’s keep this between ourselves,

Ion Farmer
iRobot Fanatic on the Fence

LATER THAT DAY . . .

Thank you for contacting iRobot Customer Support. For your records, below is a summary and confirmation of your In-Warranty Exchange. You will not be charged for this exchange. Please take a moment to review the information below. You will be receiving a subsequent email with In Warranty Exchange Instructions for the return of your robot. Please pay careful attention to the details in the second email, as it will include important information for your In Warranty Exchange, including the authorization number for your return.

Merchandise Subtotal: $0.00
Sales Tax: $0.00

Order Total: $0.00

Items/Descriptions:
(Item Number, Description, Quantity, Price, Extended Price)
4211, Roomba Discovery Service Robot, 1, $0.00, $0.00
4901, Self-charging Home Base (service), 1, $0.00, $0.00
4902, Fast Charging Brick, 1, $0.00, $0.00

Please send your robot to:

iRobot
500 Middle Country Road
St. James, NY 11780

Your replacement robot will ship within 3-4 business days unless noted
otherwise. It will be shipped via UPS ground and you will receive a shipment confirmation email with complete tracking information. If you have a question about your exchange, or if any information here is incorrect, please contact us at roomba-support@irobot.com or by calling 1-877-855-8593. Please have your order number and RMA number available so that we may better serve you.

This confirmation does not apply to items such as batteries, chargers, or other accessories. Unless specifically stated in your In Warranty Exchange
Instructions, you will not need to included these items in your return.

Thank you for contacting us,
iRobot Customer Support