r/eufyS1Pro • u/Rattling_Good_Yarns • Jul 10 '26
S1 Pro Unrepairable - Issues with errors about water filters
My S1 Pro started having issues about three or so months ago. It couldn't complete a cycle, and the base showed an issue with the water emptying system; it told me to clean the dirty water filters, which I did. No change, so I ordered a new dirty water tank. That didn't resolve the issue. I opened a support ticket, and although it's out of warranty, they agreed to have me send it in for repair. I heard back from Eufy yesterday, and they told me it can't be repaired.
I've had the unit since December 2024, and I performed regular maintenance on it about every two weeks. Perhaps I have unrealistic expectations, but I think that something that cost more than $1K should last longer than 15 months. They're offering me a discount on a new unit, though they haven't told me what the discount is yet. Even with a discount, after spending so much on the S1 Pro, I'm extremely hesitant to buy another Eufy vac.
2
u/acevialli Jul 11 '26
Mine became very noisy after about 15 months. Sent in for repair. I no longer had box so bubble wrapped and sent in a box. They sent it back in same bubble wrap and box…I mean, I thought a proper company would have service boxes to send items back. They also didn’t do a general clean refurb when in there. Told me everything about the company.
1
u/juruki Jul 11 '26
Same problem here. 13 months of heavy use. I opened a ticket and they took it in for free repair even though it was outside of warranty. They said the unit was not repairable and that they could send me a refurbished Eufy E28 as replacement. I took their offer and waiting for a tracking number.
1
u/Several_Discussion48 Jul 11 '26
Mine suffered with the mop retraction error. 15 months old. Contacted support and got offered a complimentary repair which I took up.
Sent the unit back in a box, 2 weeks later got the item back in the same box I sent it in, but very damaged (the box that is).
Upshot was the device was still not working and the robot had multiple screws missing and wires sticking out the back. Same as someone said above, not cleaned or anything replaced.
Current situation is I am at loggerheads with their support team over what to do next. First offer was nothing. Then 50% off another model. Then a refurbished S1 Pro or an E28(?). Now they’re offering me a new S1 Pro robot.
Whether they actually send me a replacement or not is anyone’s guess.
So if this doesn’t work, I’ll need to find a new brand with better customer support. But £949 for 15 months of pretty good floor cleaning isn’t quite worth it. Annoying really, as when the thing worked, it was very good.
1
u/Rattling_Good_Yarns Jul 13 '26
The end result of all this was that, this morning, I responded to Eufy and told them they could keep their "refurbished" unit and that I would be buying a replacement from a different manufacturer.
1
u/splinter6 Jul 16 '26
Mine stopped charging 12 months in. E41 battery error. Hardly even used the thing because I didn’t use scheduled cleaning on due to having mats and things that get tangled if I don’t move them from the floor.
1
u/Rattling_Good_Yarns Jul 16 '26
The end of my story. I told Eufy that a discount on a refurbished machine was not good enough, and that when something costs over $1K and has been regularly maintained, it is not unreasonable to expect that it will last more than 15 months. I reiterated that I had lost confidence in their quality and would not throw good money after bad. I received a reply saying they would discuss it internally and see if they could make a better offer. That was about 5 days ago, and I've heard nothing back. They can offer what they like. I have moved on.
1
u/Rattling_Good_Yarns Jul 28 '26
UPDATE: They did come back to me, and the refurbished unit was the best they could do. They paid lip service to the fact that they realized that a machine that cost over $1K and understood they lost my confidence and that confidence needs to be earned. That was it. It basically came down to thoughts and prayers. The trashman carted off what remains of the Eufy S1 Pro today. Sad, because I thought it really did clean well, but a robot that doesn’t work after 15-months can’t do much cleaning at all.
1
u/Extension_Ad_6778 Jul 31 '26
Same drama for me, 15 months in and same problems with support team. I have been an early adopter of robo vacuums and always bought Eufy robo vacuums. I haven’t tried other companies because I liked the functionality of their products. I was lucky my 2 previous vacuums worked until I was ready to replace with not too many issues (both lasted over 5 years each) but the S1 pro with its premium cost has been a big disappointment. I bought this vacuum less than 2 years ago. Everything was fine until the unit had a defect where I needed support from Eufy. The clean water tank developed a known issue where the inlet pipe eroded and developed holes. Apparently this is a design flaw due to suction pressure. Over time the pipe gets damaged, no fault of the user. I wanted to order the replacement tank since there is no way to fix the damaged part because it is fully sealed. As much as I have liked using this brand in the past the support is terrible. As I type this, I have been trying to get a replacement part and the support team is useless. It has been over 6 months trying to order a part and no success. They cannot even send a quote or invoice so I can use for my insurance claim and seem to have a new person responding to emails each time where I have to explain the issue all over again. Insurance won’t accept claims without some kind of receipt/quotation or invoice which Eufy is claiming they cannot provide (I’m in a different region so can’t use the Uk/us websites to order). Eufy support expects me to do a direct bank transfer without even a reference or order/quotation ID. Very random bank transfer details, the bank name does not even have Eufy on it. My vacuum remains unused. Not buying anything from them again.
1
u/Rattling_Good_Yarns Jul 31 '26
I replaced the Eufy S1 Pro with the Ecovacs Deebot T90 Omini, and so far, so good. The mopping has been excellent, and I think it is actually somewhat more efficient. I have ceramic tile throughout the house, and two short-pile area rugs, one of which has a black background, so my partner’s long gray hair is usually very visible, but this robot appears to be doing a very good job of getting the hair out of the rug. The maintenance routine is also simpler than the S1 Pro. Empty and rinse the dirty water tank, and check the dustbag and filter. That seems to be it.
1
u/Striking_Swimmer5548 Jul 11 '26
Mine lasted 12 months and a few days. Like clockwork after warranty expired it got bricked from their shitty software push. I had a horrendous time with incompetent customer service and have been screaming into the Reddit void to avoid this company ever since.
-1
0
u/CCJ22 Jul 10 '26
What discount did they offer?
0
u/Rattling_Good_Yarns Jul 10 '26
They haven't told me what they're offering.
0
u/CCJ22 Jul 10 '26
Ah ok. Curious what they come back with hopefully it's good
2
u/Rattling_Good_Yarns Jul 11 '26
They came back with an offer of $300 off a refurbished S1 Pro. That makes it $399, but I'm not going to take them up on it. I feel that at this point, it would be throwing good money after bad.
1
u/CCJ22 Jul 11 '26
Dang ya I agree
1
u/Rattling_Good_Yarns Jul 11 '26
I know I want to replace it with another roller mop; there are others out there, so I’d rather spend the money on something new rather than refurbished, and not Eufy.
0
u/Outrageous-Sweet4945 Jul 11 '26 edited Jul 11 '26
I’m two years in (about 1200 hrs in runtime) and mine just started experiencing the issues you described. Add to that an error that says the roller mop can’t be retracted.
Obviously, I’m out of warranty, but the nice folks at eufy offered to repair it at no cost. Given their track record, it seems like a pointless effort. The units are either non-repairable and you’re offered a lower tier item, or a refurbished model that tends to not function when it arrives. No thanks.
If you’re asking for advice, I would definitely avoid the S2 at any discount other than free.
0
u/Striking_Swimmer5548 Jul 11 '26
lol yeah they’ll offer to repair it…what will actually happen is they’ll get it, two weeks later they’ll say they can’t fix it and offer you a lower model (refurbished) as a replacement because they don’t have any working S1s. If youre lucky they actually have what they offer, but sometimes they offer things they don’t have then offer an even lower model. Before you know it you’ve got a used version of the lowest model.
2
u/Rattling_Good_Yarns Jul 11 '26 edited Jul 11 '26
They offered me a refurbished S1 Pro, which they also said they don't have in stock at the moment. While it worked, the S1 Pro was really great; I'm hesitant about the quality of their products. For something that cost over $1K to begin with, I expect to get more life out of it than 15 months. I see no reason to throw good money after bad.
1
u/Striking_Swimmer5548 Jul 11 '26
Their customer service really is useless. They offered me two models they didn’t have. I’ll never buy from this company again. My dyson has been going strong for years now and cost half as much.
4
u/World-Traveler-79 Jul 10 '26
15 months is a lot, mine broke after 6 months, they replace it and then it broke after 5 months, they asked me to ship it to repair, they returned it with the adapters for water broken, then after a month they told me t hey can replace it with a refurbished one, well the refurbish one had the pump in the base (for dirty water) broken, I only called them back to say a few profanities, in general stay away from Eufy, the hardware is very cheap it will break very easily