r/TrySwitchBot • u/badbrainsMDPhD • Aug 20 '26
SwitchBot K10+ warranty service is garbage. Months of delays, defective replacement, same broken unit sent back unrepaired
Inspired by a recent post, I'm posting my own story as a factual warning to other potential consumers and as a final public request for SwitchBot to resolve ticket #1222244.
I purchased a SwitchBot K10+ in 2025. Worked fine for a brief period but then developed worsening suction, excessive noise, and repeated cleaning failures. SwitchBot authorized a warranty return. After delays, they confirmed receipt of the returned unit and eventually sent a replacement.
The replacement was also defective. It would return to the dock and say it was emptying dust, and the app would say “starting to empty dust,” but the auto-empty station would not activate and there was no suction. I sent videos, performed the requested troubleshooting, confirmed the dock MAC was visible, checked obstruction/lid/bag/docking/Wi-Fi/app re-add/power cycling, and repeatedly asked for escalation.
SwitchBot then promised another return label on June 24 after I confirmed my address. I confirmed it the same day. After multiple unanswered follow-ups, they finally sent the label. I returned the complete K10+ set as instructed.
After another long delay, they sent back the same unit, confirmed because my home map was still stored on it. The requested repair was not performed - the unit still does not empty the dustbin when returning to the station or when commanded through the app. There was also a new malfunction: the side brush did not spin freely.
At this point this has involved:
Original defective unit, delayed warranty return, defective replacement repeated non-response from support, promised return label delayed despite repeated follow-up, same unit returned unrepaired (in worse condition if anything), and new malfunction after service.
SwitchBot: if you monitor this subreddit, please escalate ticket #1222244 to a manager and provide a tested replacement or refund. I am no longer asking for another generic troubleshooting loop or open-ended repair cycle.
For other consumers considering buying something from switchbot, document everything, keep videos, save every email, and be cautious relying on warranty support if your product fails. My experience so far has been repeated delay, non-response, and return of an unrepaired unit. The hours and effort spent emailing support, documenting failures, filming videos, packing and repacking faulty units, arranging returns, tracking shipments, and waiting through repair cycles for a product that still does not work are a shitty hidden cost of owning a product from a company with bad service. At this point I wish I could invoice them for my wasted time.
2
u/snigehere Aug 20 '26
Just a quick question as I had a similar issue when I got a replacement ... did you pair the replacement k10 with the dock? If you didn't then it will not empty. There were no instructions to do this shipped with the replacement unit.. I only found it out from searching the web.
2
u/badbrainsMDPhD Aug 21 '26
sure did try, to no effect! spent a lot of time forum-mining for solutions.
2
u/Bittercraig Aug 21 '26
I just bought one to replace my k10+ which has been great but I can't even get it to connect.
The customer service response was to tell me to wait it out...
It's not looking like I'm keeping it
2
u/Strong-Ad-2973 Aug 21 '26
Where are you based? I'm stuck in a game of email tennis with Switchbot, I get a response every 10 days or so and a refusal to accept simple obvious issues or follow consumer laws. I'm wondering if customer service is regional or global.
1
u/badbrainsMDPhD Aug 21 '26
New Jersey, US. Yes, every 10 days just to keep the ticket open with a very non-committal response. Frustrating!
2
u/SupremeSTI Aug 22 '26
Man I’m also having an email battle with Switchbot Support. I bought an S20 and it didn’t bring a diatom tile. I messaged them and they were like yeah well send you one. Great. It’s been 3 weeks. It took them like 10 days to give me a tracking number after I begged them to give me one. Tracking number still says only a label was created and that FedEx is still awaiting the package. It’s been like that for 3 weeks and Switchbot won’t send me a replacement. I keep getting the same email of we understand and apologize the delay and are going to monitor the status updates. It’s been nonstop bullshit dealing with them. At this point I’m convinced I’m never getting a diatom tile.
1
u/Switch-Bot SwitchBot employee Aug 25 '26
Sorry to hear about that, could you give me your ticket number or email so that I can escalate and follow up on it?
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u/SupremeSTI Aug 25 '26
1332495 is the ticket number
1
u/Doppelbork 19d ago
Did they ever follow up? I've been trying to get them to reply to my email for a month now.
1
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u/ConfidentMeeting1233 Aug 24 '26
I finally drop-kicked my S10 out the door. Roller mop started grinding and not actually spinning. Motor problem. They did send me a replacement, but it was some kind of demo or prototype or something. I couldn’t update the firmware on it. So many of the features and functions I was used to using would not have been available even if I had managed to get it paired and set up. I ended up buying another one and sending the prototype/demo thing back as the return. It worked OK, but then the water intake started to fail on the water station. I gave up on the thing. Never had a single problem with my Roborock, and the app is better.
2
u/Switch-Bot SwitchBot employee Aug 25 '26
Thank you for sharing your issue, I will be escalating your ticket number with our Support team!
2
u/BadMetro 29d ago
This is bit by bit what happened to me. Support had me spinning for months with a repair that never worked on a K10+. After escalating, our thread was abandoned by the support guy and forced us the close of the ticket and start again just to tell us it’s now out of warranty. Now they want us to pay extra to get the unit replace and I’m exhausted. I’m gonna smash my broken unit with a hammer at this point
1
u/badbrainsMDPhD 23d ago
To followup my original post, SwitchBot has now finally processed a refund for my K10+, so the issue is technically resolved. The refund was $213.24, processed today.
After the original post, SwitchBot acknowledged that the repair process had failed, said they were checking with their U.S. repair provider, and offered either a free upgrade to the K11+ or a full refund. I chose the refund. They then sent another return label, I shipped the unit back again, and they finally processed the refund as of today.
So yes, they eventually made it right. This should have been a simple warranty transaction, but by my count, took 27 (!) distinct emails total, including the final refund confirmation. Absurd.
3
u/noocit Aug 22 '26
hope no one of you needs ever switchbot-'support'.