Service and Repair

SERVICE AND REPAIR FAQ

Why is my vacuum/cordless/robot not performing as efficiently as it used to? Cleaners work hard in the home and need care and maintenance just like any other moving parts object. Over time dirt, hair and debris builds up and impedes performance of the cleaner, ultimately wearing down and potentially damaging the machine if left unchecked. Imagine that your cleaner was a big cog; if something were to obstruct it; it would no longer be able to work effectively and create new issues with time.

Robot FAQ

What are some of the signs that my robot needs to be serviced?

Some signs that your robot could benefit from a thorough service include one or more of the following:
– Not picking up like it previously has
– Running for limited periods of time
– Beeping continuously
– Error codes coming up
– Not charging, turning on or returning to dock
– Making loud, clunky noises or running in circles

How often should I have my unit serviced?

We recommend having your unit serviced approximately every twelve months depending on several factors including:
– Dirt and dust levels
– Sensitive sufferers in the home
– Pets and pet hair
– Environmental factors including dust levels
– Frequency of use

What is done in a Robot service?

Robot cleaner service involves the following:
– Disassembly of cleaner
– Rebuilding of cleaning head module
– Cleaning, re-lubrication and testing of gearboxes and brushdrives
– Cleaning of left, right and front wheels
– Cleaning of sensors throughout the cleaner
– Cleaning of brushes
– Cleaning of front bumper and drop sensors
– Complete rebuild and clean of dust bin
– Running battery through charge cycles to improve run time
– Extensive testing on hard and soft floor coverings to ensure functionality
– Testing in compliance with Australian/New Zealand Standard (AS/NZS 3760)
– Repair/replacement of parts*
*Please note any additional parts or repairs will incur an extra cost. This will be discussed and explained prior to commencement of service and will require a written go-ahead.

What is the turnaround time for repair/service?

The general turnaround time for repair/service can be anywhere between 2-10 business days. Delays can occur in the event of parts availability and increased workloads and backlog, however we understand how important a cleaner is to your home and stress our commitment to ensuring you are without your cleaner for as short time as possible. Please note that we will not compromise the quality of the repair for speed. We pride the quality of our work.

I live interstate and want to use your services, what is the procedure?

We regularly receive cleaners from across Australia.
Please make contact with us explaining which make and model of cleaner you have, and the nature of your issue.

We will try to give you a general idea of the problem and quote before it is sent (Please keep in mind that actual quote may be different once unit has been inspected).

Please send dock, charger and any parts requested by us.
You are welcome to either send it via courier (which we can arrange for you if need be) or via Australia post. You can send it in a box or in a tough bag.
Please include on a piece of paper your contact details (Name, mobile, email and return address) and description of problem.

Address to send to is:
Robot Specialist
PO BOX 17
Carnegie VIC 3163

We will discuss with you on an individual basis the best way to send without worrying about damage.

Do you offer spare parts?

Yes, we do offer a comprehensive parts list (both new and used where appropriate). If we don’t have the parts we are more than happy to get it in for you. Please refer to our shop for parts available. If you are unsure what you need, please get in contact and we will be more than happy to assist you.

Do you offer trade-ins?

Yes we do offer trade-ins.

Do you offer refurbished units?

Occasionally we do offer refurbished units, which include a complete service, new parts and a limited warranty. Please contact us to discuss or have a look at what is on offer in our shop.

How do I make payment?

Payment can be made either by the following methods:
- Credit cards (all major cards accepted, 2% surcharge applies)
- Paypal
- Bank transfer

HELP! I have a question that hasn’t been answered above or I’m still not sure?

Please don’t stress, we are here to help you solve your problems. Feel free to contact us about any of your cleaner issues, no matter how big or small they may be.

I love your service and want to tell my friends!

Thanks a lot! We value your feedback and if you are happy with our service please tell your friends. You can also find us on Facebook and google reviews. If you have any constructive feedback we are always looking at ways to improve and would very much appreciate it.