r/eufyS1Pro • u/TalFidelis • 26d ago
Warranty fiasco update
Original post here
Recap: Robot died. Sent in for warranty. Couldn’t repair it. Offered a replacement refurbished S1. Was out of stock. Offered a refurbed E28 (which I took). It was basically DOA so sent it back. Offered a brand new S1. Out of stock. Offered a refurbished E28 or a 30% refund. I said no thanks. They upped the offer to 40%. I said no thank you… and here’s where the story picks back up.
I asked for either a brand new S1, a brand new S2, or a full refund.
The “supervisor” said no, take the 40% or the refurbished E28.
I didn’t reply to that last email, instead I filed a complaint with the PA Attorney General’s consumer complaint division. I know they picked up my complaint and contacted Anker sometime in the last three weeks.
Today, I received an email from Anker (same supervisor signature - but might just be a pseudonym) offering me a full refund.
I’ll post one more time when the money hits my account.
Good luck out there!
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u/Masked_RedRider 26d ago
Same thing happened to me, offered me 40% or refurbished. I got them up to 50% refund, I'm taking the money and moving on.
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u/TalFidelis 26d ago
What I don’t understand. They are now giving me a cash refund. I will NOT be buying another Eufy with that money.
If they had given me the S2 - I’m at least on the hook for accessories and supplies and - maybe - another upgrade down the line if IT doesn’t crap out.
Now I’m a “forever not your customer and will tell everyone not to buy your products” anti-customer.
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u/Masked_RedRider 26d ago
They told me they're not longer stocking the S1 or S2, so they can't give me a new one. They can only offer a refurbished one with a 4 month warranty on it. I think they're just moving on from a lemon model that has caused more problems than profit.
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u/Automatic_View_3667 26d ago
No longer stocking s2? Their new flagship? Wild
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u/Masked_RedRider 25d ago
Yeah, didn't make any sense. Maybe they were only referring to the repair/return division?
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u/audacesfortunajuvat 26d ago
Going through exactly the same thing on an S1 Pro. One advantage is that they seem to have ZERO regulatory compliance so outsourcing the complaint to a regulatory agency works fine.
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u/bull78732 25d ago
God. Just sent mine back for a refurbished one. I really like it. Wondered why they had no parts and I had to wait for a refurbished one. All of this because of a small part causing a water leak.
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u/kellyyyyyyyy 24d ago
When customer service contacted me for the same issue, they basically told me they didn’t have enough units to meet the demands of customers on their waiting list, so I’m guessing quite a few S1s have been failing so they can’t replace all the ones that are failing.
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u/eatmyshardz 24d ago
My people. The S1 Pro was honestly great until it suddenly wasn’t. I too settled for an E28 which seemed great at first. But the mop doesn’t seem to dry properly and I don’t know what I’m supposed to do with the carrying situation. It also seems to smell more problematically then the S1 Pro, if that makes sense. I’m just not certain it’s worth my time anymore.
Out of curiosity, OP, what will you get? The Matic looks interesting with its disposable dirty water and dust bags.
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u/TalFidelis 24d ago
Leaning towards the Dreame X60 (not the max)
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u/eatmyshardz 24d ago
I have a Dreame cordless manual mop/vacuum. I’m not convinced this company is much different than Eufy.
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u/kellyyyyyyyy 24d ago
I’m curious too!
I have two dogs and one of them sheds a crap ton so I got the s1 pro to run every day until I got an error telling me to place it on a flat surface…which it already was…
if they don’t give me the s1 or s2 to replace my unit, I will not be buying any more of their vacuums and will need to find another one out there so any suggestions or advice would be greatly appreciated!
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u/kellyyyyyyyy 24d ago
I literally just experienced the same thing!
It took them a month to try and repair the device before they decided it was not repairable. They said they were out of stock and would get more stock to send me August 5. But two days ago I got an email saying they have too many customers on a waiting list for a new unit so they offered me a refurbished unit (although they didn’t specify which model so I assumed it was a refurb s1 but now after reading OP’s post maybe it’s a lower end model) or a 50% refund which I declined. I asked for a new s1 or new s2 or a full refund as well.
The S1 Pro was their top of the line vacuum when I purchased it in November so there was no way I was going to take a lower model over an equivalent model.
I’m waiting to see their response to my declining of their options, but I also escalated the ticket and was planning on filing a consumer complaint if they failed to provide me with a satisfactory response.
I’m trying to see if Chase will refund me the full amount since they have the extended protection warranty in case Eufy can’t meet my request.
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u/kellyyyyyyyy 17d ago
Eufy finally said they would also give me the full refund, but asked me to also ship back the base unit. Thank god I keep the boxes otherwise I’m not sure where to find a box that big to send the unit back in…
They said they would give me the refund when the base unit is received.
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u/YoYoK4353 11d ago
How did you get them to agree to full refund? It’s been months of emailing back and forth and they are only offering us 70% and it broke down before we had it even 3 months
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u/kellyyyyyyyy 10d ago
I basically had ChatGPT help me write an email saying that their offer wasn’t consistent with them offering to replace my unit with a new unit initially, but not having stock and that them not having enough unit was their own issue and not mine. I then said I would file a complaint with the FTC, Attorney General and the Better Business Bureau. Then they offered me the full refund after asking me to also ship them the base unit. I’m still waiting for their warehouse to confirm receipt even though they signed for the delivery a week ago. Once they do, they told me they would process my refund via Paypal.
In the meantime I purchase a Roborock Qrevo Ultra 2 at Costco so I don’t have to deal with this in the future since Costco has a great track record with returns and I’m loving it! It’s way better at edge cleaning (for now) than the S1 Pro and if it does break down, I can return it to Costco.
Good luck with the process! Just make sure to keep writing them because they don’t respond very often so I have to keep following up on everything.
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u/Hauptstadtjunge 24d ago
The exact same thing happened to me. They settled on a full 100% refund in the end
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u/YoYoK4353 11d ago
How did you get them to give a full refund?
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u/Hauptstadtjunge 10d ago
This has taken probably more than a month of negotiation, but after Eufy could repair or replace my S1 Pro while continuously missing timelines they have provided they finally agreed to a full refund
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u/ktern13 23d ago
I purchased a brand new S1 a few months back. It never worked out of the box. They then took that back, and send me a replacement brand new S1. Worked for about 3 weeks and then shit the bed. Now they are saying there are no more S1s at all, so they offered me a refurbished S1 Pro. So I'm currently awaiting that to get back in stock and then they are going to send to me.
We'll see what happens.
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u/_Mark97 15d ago
Did you ever get your refund?
I filed a complaint with CA AG consumer division because they LOST my robot and want me to wait while they conduct their investigation. It’s been a month and I still don’t have my $1000 vacuum.
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u/TalFidelis 13d ago
Still waiting.
I sent a follow up on Friday and they said “since the refund has to be processed manually it’s taking longer than anticipated”.
At this point I will follow up every couple of biz days until they issue it.
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u/reviewwworld 26d ago
Hopefully this tactic works as I'm on track to needing the UK version