★★★★★ 1
One year in- DONT DO IT :(
Size: 01-X10 Pro Omni Black, Size: 01-X10 Pro Omni Black
ONE YEAR IN REVIEW
I have mixed thoughts because I really like it, the app is great, it cleans great. I’ve stayed on-top of all the maintenance the app has asked me to do and found replacement parts here and there as needed. I have it run everyday and it does a great job, works about as good as I could have imagined in terms of cleaning.
Unfortunately exactly one year after purchasing it, 6 days after the one year warranty expired, I started having issues. For about a week I got the same error of “roller brush stuck”. I cleaned the brush, paid for replacement parts, followed every trouble shooting suggestion in the app, same error. Contacted support and did everything they told me to do in terms of trouble shooting. On Reddit I learned this is a common problem and probably from a motor issue. Worked with support for a few weeks and eventually they offered to repair it for me, even though it was a few days over the warranty. Super stoked with that. But had the weirdest interaction with the support people, felt like I was dealing with some like 3rd party questionable service, just not the interactions I expected for such a “high end” expensive product. Contacted them through the app, got an email response and they sent me a shipping label. I packed it up very well, wrapped it up, and sent it off for repair. Like two weeks later get it back on my doorstep, in the same box I sent it in, but all squished. Vacuum just set ontop of the same bubble wrap I sent it in, but like not wrapped or protected . Device was clearly beat up, everything in the box was wet and there were random parts scattered throughout the box and a panel missing from the top of the vacuum that wasn’t even in the box. Also just realized MULTIPLE parts are missing. I’m not only missing a random panel, but also a brush guard, filter and dust bin, all pieces that I sent in. I literally feel like I got scammed. So confused and disappointed. For like a $900 vacuum and only one year out, I’m disappointed to have had such a major issue so quickly and to have such an unprofessional experience with the service group. I’ve never seen something packed so poorly and was shocked, like actually dumbfounded to have found that parts are missing and like such an obvious one too, literally the panel on-top, I noticed it before the box was even open all the way. I couldn’t tell you if it worked or not because with exposed wiring and chips from the missing panel plus all the other missing parts, it literally cannot be used, it’s useless. No idea what to do now besides pray they sent me parts or just replace the thing.
UPDATE:
40 something emails later I finally begged someone to send me a new device. Their original suggestion was for me to buy all the replacement parts they took and they would refund me 15% back, ridiculous in my opinion, but I literally cannot buy the most important part, the top panel that was stolen, it’s not something they sell. The “new” device they finally sent me was all scratched up with dirt, gravel, kitty litter and cat food scattered throughout the packaging. The vacuum was literally covered in the gravel and all scratched up. Clearly a returned device that was sent back dirty and no one cleaned it up before sending it to me. I thought it was all cleanable but the scratches were deep and one is right over the camera. I asked if I could exchange it and was literally told I should be grateful they sent me anything and they wouldn’t help me anymore…
The customer service is so bad it’s just not worth it, get something else, save yourselves the struggle.
Because of all this, I wouldn’t recommend this product. For the price, I’d expect it to last more than a year without a major repair issue needed (replacing the motor) and I’d expect better customer service and a better warranty. Stay away, it’s too expensive and too risky :(
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Reviewed in the United States on July 28, 2025
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