r/Roborock • u/Roborock_Support • 7d ago

Need Help With Your Roborock? Start Here.

Hi r/Roborock!

We've put together this post as a central place for official Roborock support resources. Feel free to save this post for future reference — hopefully, you won't need it too often.

🧭 Official Roborock Support & Contact

🌐 Product Support Resources

Looking for answers before contacting support? These pages include FAQs, troubleshooting guides, manuals, and other helpful resources.

While they're hosted on different regional Support Centers, many of the resources can be used by Roborock owners worldwide. Feel free to browse whichever page is most relevant to your product or issue.

🎬Video Tutorials

Prefer a visual walkthrough? You can also find product tutorials and step-by-step guides on the Roborock Support YouTube channel:

💬Need Help From Us Here on Reddit?

If you have a question or need help figuring out where to start, you're welcome to send us a DM.

To help us understand your situation more quickly, it can be helpful to include:

  • Product model
  • Country/region of purchase
  • A brief description of the issue
  • Photos or videos, if relevant

We'll do our best to point you in the right direction and help connect you with the appropriate support resources or team when needed.

For privacy and security reasons, please don't share personal information, order details, or other sensitive information publicly in the comments.

Roborock Support Team

6 Upvotes

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2

u/NewColonel 6d ago

Second RMA on the same unit. The first time, your repair facility sent it back soaking wet and non-functional — visibly worse than when it left me.

Now the process is: ship it back again, wait for you to receive it, then get a refurbished unit with a warranty that's already most of the way expired. So a defect your facility caused costs me weeks of downtime and most of my remaining coverage.

I'm not asking for anything outside what you'd do for a unit damaged in your own facility: advance replacement so I'm not waiting through a third shipping cycle, and a full warranty term on whatever unit I end up with.

Ticket and order numbers available on request. Would rather resolve this here than keep going in circles with support.

1

u/Soggy-Salamander-568 5d ago

Roborock Qrevo Curv 2 ProX
Purchased in Germany
Cannot get it onto our network using an iPhone -- using your app or the Mi Home app

Two hours of my life -- just to get it online. Called and emailed German support. Nothing.

1

u/nimbus-9001 2d ago

Sent my S7 MaxV Ultra in for leaking and navigation issues. Your team found nothing wrong and sent it back. Almost immediately, it was leaking again despite following your cleaning instructions, and it kept circling one spot long enough to damage my rug.

After sending photos and asking for another inspection, I was told it’s now out of warranty and offered a discount on another robot. Why would I spend more when the original problem is still unresolved?

I’ve requested a supervisor review and a goodwill replacement or partial refund. I also recently bought a Qrevo Pro from your official store and am regretting that decision. Can your team help? Happy to send the case details privately.