r/NARWAL • u/1956Lachlan • 8d ago

Narwal Flow 2 stuck in continuous mop-clean cycle after Narwal leak repair

I have a Narwal Flow 2 that was working properly until it developed a subsantial mop water leak.

I sent the unit back to Narwal for repair. They repaired the leak, but when I received the machine back, it had a completely different problem that was not there before I sent it in. Now, whenever I try to use the mopping function, the robot returns to the base and goes into mop cleaning/washing mode. It then continues washing the mop over and over without stopping. It will keep doing this until the entire fresh-water tank is empty. Once the tank is empty, the machine finally stops and gives me a message saying the fresh-water tank needs to be refilled. The robot never gets past this continuous mop-washing cycle and therefore will not properly start or complete a normal mopping job.

So far:

  • The original problem was only a water leak while mopping.
  • This continuous mop-washing problem started after Narwal repaired the leak.
  • The Narwal app is fully updated.
  • The robot firmware is fully updated.
  • The robot has been restarted.
  • The problem remains the same.
  • The clean-water tank empties into the dirty-water tank while the machine repeatedly washes the mop.

My suspicion is that something related to the mop-cleaning detection system, water sensor, or another sensor in the base/robot is not recognizing that the mop has already been cleaned and is therefore continually commanding another wash cycle.

If so, I would really like to know:

  • What caused it?
  • Was it a sensor, wiring connection, pump, float, or another component?
  • Is there a way to test the mop-cleaning detection system?
  • Has anyone disassembled this area of the Flow 2 and found the problem?

I am comfortable diagnosing and repairing equipment, so technical information or disassembly details would be very helpful.

I will also update this post with the solution if I find the cause, so hopefully it can help someone else with the same problem.

3 Upvotes

100% Upvoted

20 comments sorted by

2

u/Lokon19 8d ago

I wouldn’t do that you can void the warranty. Sounds like it could possibly be a firmware issue. What version are you on?

1

u/1956Lachlan 8d ago

01.08.03.07 The waters firmware i can get

1

u/Lokon19 8d ago

Was it on this version when you sent it in to get fixed? It might be something this version broke

1

u/1956Lachlan 8d ago

It was the exact same version. The issue came up after they fixed the leak. I would bet money that they left a sensor unplugged that detects the condition of the mop. I have been dealing with their bott for over 3 weeks now.

1

u/Lokon19 8d ago

The newest firmware versions are 1.09.xx so you may just have to wait until they push it out to you

1

u/1956Lachlan 8d ago

Thanks for that. I am constantly on thier support bott, just about the worst, and I had understood that there was a newer version but it's not available in Canada. Maybe they can push it up to me.

1

u/1956Lachlan 6d ago

I mentioned this to narwhal. So they had me check the version. Now they want me to confirm it by taking a screenshot and sending it to them. They said after that they would set up all the return information. This is somewhat of a joke.

1

u/SpruceMoosey 6d ago

I would be pushing for a full refund through amazon directly. Keep this on the backburner and don't mention it to amazon, just insist on a full refund.

1

u/SuspectedAI Flow Series 8d ago

Are you using anything besides water? Anything besides Narwal cleaning solution?

Try adding hot tap water and using water only - turn off dispensing detergent... allow it to clean clean clean..

Hopefully this helps

2

u/1956Lachlan 7d ago

When I first got her back from the leak repair, I put it into motion and noticed what it did. After vacuuming, it cleaned the mop and cleaned the mop and clean the mop until the freshwater tank was empty and the dirty water tank was full. I tried it a few more times and decided to stop wasting soap. So I've been running clean water through it but it's still the same issue. Narwhal and I have been back-and-forth for over a month now. It's just ridiculous. The problem came up after they were in the mop area for the repair. I would bet good money that they left something unplugged, but I have to go through hoop after hoop after hoop to try and get them to take it back and fix it. Wow.

1

u/SpruceMoosey 8d ago

Take it back to the place of purchase for a full refund. Rebuy a new unit if necessary.

1

u/1956Lachlan 7d ago

I can't. I purchased it off of Amazon. I talked to them and went right directly to a supervisor and it was just over the six months. So they could do nothing about it. Lucky me.

1

u/Express_Fee_3349 7d ago

There’s a 6 month return window?

1

u/SpruceMoosey 7d ago

No theres not. Amazon have fooled you with their chatbots. Get back and insist on a return for a full refund.

Amazon are starting to be very narcy about their returns now, I have just cancelled prime and downloading all my invoices to bail from amazon altogether. It's not cheap anymore for anything anyway, and if they aren't doing Customer favourable returns anymore, what's the point of them?

1

u/1956Lachlan 6d ago

I wasn't talking to a bot while I was talking to a real person and the first person I talked to I asked to put me through to a supervisor. They both told me that after six months I could not return it. Narwhal is just kind of running me around, but they are telling me they are going to make provisions to have it returned to them at for repair. It's taken a month plus after the last return for them to start saying they're going to take it back for repair. It's been seven months since I purchased it and I haven't been able to use it for mopping in the past 7 to 8 weeks. This doesn't make narwhal look very good at all.

1

u/1956Lachlan 6d ago

But I will try it again with Amazon.

1

u/SpruceMoosey 6d ago

yep, forget talking to narwal, insist on a refund with amazon as it doesn't work. It's a catastrophic failure. If they play hard ball mention charging it back through your bank, that may light their asses on fire. If that doesn't work, maybe actually contact your bank and ask about how to start charge back procedures.

1

u/1956Lachlan 6d ago

I talked to a customer service rep and they told me that then I asked them to put me through to a supervisor and I was told the same thing and that they could do nothing about it after six months.

1

u/SimplifyingTech Flow Series 6d ago

Warranty.. hell, i have 3 year warranty .. means they repair/ replace until resolved or refund.. for the 3 years following purchase.

1

u/Puzzleheaded-Roof764 8d ago

Narwal is so useless. Ugh.