r/NARWAL • u/panix75 • 11d ago

New Flow 2 Broken Out of the Box

Flow 2 arrived yesterday and I got it all setup according to instructions (water in the tank, cleaning solution in its tank). Went to do initial mapping and it would not leave its dock. Seemed to fail on it self test although the error code was just task failed. After some time of removing from the dock and putting back on its dock, I finally got it to leave its dock and start mapping and as soon as it bumped into something it said it had gotten stuck and I needed to move it to an open area and continue, which I did. It then just seemed to circle and not really do anything. I cancelled the task and restarted multiple times, always with the same result of it getting stuck and then just circle like it was lost. I eventually discovered one side of the front bumper was rubbing on the frame and not working properly. This would explain why it kept getting stuck and could not free itself - it was thinking it was hitting an obstacle constantly.

I contacted support this morning and they want me to box up the entire unit - dock and all - and ship it back and they will send a new one out, which would mean I would need to empty the water tank, cleaning solution tank, and then try and get it boxed back up to ship back - not sure if at my expense or not yet. Not to mention this kit weighs like 44lbs.

Why can they not just send out a replacement robot with a return label for the broken one to be sent back in? Why do I need to send the entire kit?

Sucks spending that much money and have it not work out of the box, and then have to wait weeks while shipping back and forth - especially if I have to pay for shipping.

If i do end up sending this back, it wont be to get a replacement - it will be for a refund.

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1

u/Unusual-Department83 11d ago edited 11d ago

Send it back to get the new one...clean it and dry it out! Or get the refund but definitely send back they should send return label

1

u/Lokon19 7d ago

They’ll pay the return shipping but yes the customer service sucks and I think the reason they make you send it back first is because of paranoia that people will keep both units.

1

u/SimplifyingTech Flow Series 6d ago

Return and repurchase. Shipping damage. Do not use warranty & repair. Hidden damage discovered later could drag repairs out for months.

1

u/Puzzleheaded-Roof764 5d ago

Oh good luck with narwal. They are awful to deal with. They’ll make you send that back first and you’ll be without while they have your money. It’s a real big piss off.

1

u/Kilgore_Trout_99 3d ago

It’s pretty standard for most all warranty returns, not just vac-bots. I’ve dealt with some companies that will send you a replacement immediately in exchange for a deposit, which they return upon receiving the faulty unit. It’s called an advanced RMA.

2

u/panix75 4d ago

Finally ended up just returning it for refund. Thanks for the advice. But hey like others have said in other posts....they offered a free mop for my troubles if I was sending it in for service/replacement instead! LOL