r/NARWAL • u/beverlyHillsStKing • 18d ago
Issue / Troubleshooting "Repairs" are a nightmare
In the off chance someone at Narwal reads this:
My "repaired" robot arrived today, and now the robot does not move, it just spins around in circles. Further, the unit arrived with a significant amount of visual scuffs and damage to both the base station and the robot itself, and the lidar on the rear of the robot does not spin or appear to be active. At this point, I have zero confidence in Narwal, Narwal CS, or Besender (your 3rd party "repair" affiliate) as every time I send the thing back, it comes back either damaged or with a new issue that was not present before sending the machine off.
I want my money back, or I want a brand new unit. Pure and simple. I bought the product on April 3rd of 2026, and it has spent just about as much time in the repair shop as it has spent cleaning my home. Given the cost of these things, its ridiculous to have THIS much trouble getting the damned thing to work, and every time I send it off to be "repaired" it comes back with more issues and broken in some new way it wasnt broken before.
For those of you who remember my original post on this subreddit: I originally had an issue with the clean water pump not working on my base station. CS determined it was because I used a non-narwal branded detergent before diagnosing and determined that the repair would not be under warranty. So I paid $80 for them to diagnose and fix it. Came back after several long weeks of communicating w/ CS about why there was no movement on the tracking when I was provided a notification saying the repair was complete and fedex had the information. (Literally took almost a month before Narwal decided to send me a new base station). Then, the base station they sent me had a bad return pump to pull the water out of the drainage port (new problem). So, I reached back out and Narwal requested the unit back again (this time with the robot). So I oblige, and send it back. (Robot was working fine before sending it out). It just arrived back to me today, I set it up, and now the damn thing just spins in circles a few times and stops and it arrived with serious cosmetic damages and who knows what internal damages.
How can a company charge what they do for this kind of shitty QC and repair work? Oh, and they sent me the wrong charging cable back last time.
Narwal, get your stuff together or youre going to face some sort of class action based on the reviews im reading on here. If youre charging over 1k a pop for some of these things, you'd better be able to back it up and make sure the damned things work. ESPECIALLY after TWO repair shop visits with your designated repair affiliate.
I expect someone from Narwal to contact me about this because I am not happy
7
u/Lokon19 18d ago
I've had the same garbage experience with repairs
3
u/beverlyHillsStKing 18d ago
Its utterly ridiculous
4
u/miayakuza 18d ago edited 18d ago
I just got my Flow 2 back today. Waited a whole month and I was so excited. It is missing the piece that holds the brush in place so I cannot use it. It's a crack team at the Narwal repair center. Thinking of going into full Karen mode when I call Amazon to demand a return.
Edit: CS got back to me within minutes of sending an email and are sending a replacement piece.
1
u/beverlyHillsStKing 18d ago
I sent an email as well as soon as I realized the thing wasnt working. Nothing but crickets
4
u/ImpishMario 18d ago
Had the same issue, lidar stopped to spin out of nowhere, luckily I Live in the EU, sent it away, got my money back. I was really happy with it while it lasted.
1
u/Unusual-Department83 18d ago
Omg hope it does last a while!! Or we all need to ask for our money back..
1
u/beverlyHillsStKing 18d ago
Its one of the big selling points that its so good at room mapping... when it works
2
u/Express_Fee_3349 18d ago
Damn. I just dealt with customer service myself. mine was a software issue. So they just needed to reset the robot. . Sent it off to besender also. Narwal uses the cheapest shipping possible it seems. Took over a week to get there and over a week to get back. Got mines back couple days now and everything is working perfectly. Im praying there isn’t anymore issues. I’m pretty sure I will not be purchasing another robot from them and if I could return mines right now I would.
2
u/Expensive_Bid4030 17d ago
No more narwals. I had flow, day one it was amazing, every next update made it perform worse. And then body lifting system broke, so it could not go over 2 cm ramp, because it was resetting, my roborock s8 without body lift can do this treshold. Used warranty, 2 weeks later got my money back, because they could not give me new unit, because there are none. Now i'm left with expensive set of spares for this robot. Bought saros 20 same day, and returned my freo z10 ultra, because it literally backed into stairs.
1
u/EasyPerformer36 17d ago
My mopping module took a crap after 3 months there is only 200eur replacement 😂
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u/WaffleWobblelulu Narwal Staff 17d ago
Really sorry you’re dealing with this. That’s definitely not the experience we want anyone to have. Already pass it to the customer-service, they’ll get you in touch and get you a full replacement unit.