macsr00l wrote:I got one that looks like that too. Gray Roomba labeled as a Scheduler. In fact, the styrofoam that mine came in is the same as those pics too - it had the (empty of course) spots for the cleaning tool and extra brushes. Loving it so far, but I have to remember to close all the doors in my apartment before I leave every day, because otherwise it'll go into a bedroom or the bathroom and 9 times out of 10 it'll push the door closed behind it while following the wall and lock itself in. It's kind of amusing, and it has really helped me out. I live in a big loft-style apartment that has a large area of unsealed hardwood that covers the living room, kitchen, and a long hall. For some reason it collects a huge amount of dust (probably because it's a renovated building) and roomba scares me a little by picking up almost a full bin of dust every time it is scheduled.

Also, has anyone had this problem: there have been a few times where it'll re-dock itself on the home base, and the light on the dock will come on, but the power light on the roomba won't show that it's charging. I've had to pull it off and re-dock it using spot and clean for it to charge. Any ideas?

The one I'm having "issues" with is the same one you're talking about.

robtoby wrote:I, too, was disappointed that the outside shell of my Roomba is a 4110 Sage (old model), even though the 'guts' are indeed a scheduler. When the copy said that the actual item may look a bit different than the photo, I didn't think it would look THAT different.

That's the same model I got! But I don't think it's ugly, and I like the color... 8-)

med1171 wrote:The one I'm having "issues" with is the same one you're talking about.

I have a suggestion. If the base is where it will stay, use some velcro/velcro w/velcro tape if the base is slipping. This will probably help the docking issue as the base does have a tendency to slide on hard surfaces or possibly low pile carpet. If this continues to be an issue, try the irobot board for answers or roombareview.

adamemc2 wrote:Well, I admit its not the ideal solution, but it is one way to avoid paying anything extra. Plus, www.roombareview.com is a great community to be a part of if you own a roomba anyway.

Im thinking due to the lack of response from woot my only option is going to be to dispute the charge. I only want what I paid for, which they will not give me. Ill give them till tomorrow.

chadbailey wrote:Im thinking due to the lack of response from woot my only option is going to be to dispute the charge. I only want what I paid for, which they will not give me. Ill give them till tomorrow.

I hope you will be patient! I just got my response from Woot today. They said they will send the brush pack and have refunded the $5.00. I waited a week or so for this response, so I think they are getting to e-mail ASAP in their fashion...I'm hoping it was automated as I bought 3!!!! I'm thinking 3 brush packs and $15.00. I checked my cc and nothing is on there yet since dec.2 so I have to wait as well! Have hope!

richnorto wrote:I hope you will be patient! I just got my response from Woot today. They said they will send the brush pack and have refunded the $5.00. I waited a week or so for this response, so I think they are getting to e-mail ASAP in their fashion...I'm hoping it was automated as I bought 3!!!! I'm thinking 3 brush packs and $15.00. I checked my cc and nothing is on there yet since dec.2 so I have to wait as well! Have hope!

I got the $5 (hasnt shown yet) credit but that doesn't cover the tool (it does with the helpful post above, but I shouldn't have to go through all that). I am just very disappointed with woot on this item. They have really dropped the ball. I fell that I am being shortchanged due to the fact that they overshipped. I mean, they have to make it up somewhere, why not with Chad, right?

richnorto wrote:I have a suggestion. If the base is where it will stay, use some velcro/velcro w/velcro tape if the base is slipping. This will probably help the docking issue as the base does have a tendency to slide on hard surfaces or possibly low pile carpet. If this continues to be an issue, try the irobot board for answers or roombareview.

Used two sided tape on my tile floor in the dining room and now docks great. a little disappointed that i cannot get it to work on the carpet.

Anyone having major issues with the Roomba getting stuck everywhere? I've found mine with it's backside up the wall, stuck under a chair, stuck on a heating vent, unable to transition from bare floor to a very low pile area rug, under a coffee table. If it manages to not get stuck somewhere, then it never finds it's way back to it's home base, and it's not a huge room.

I've learned a valuable lesson here.... NEVER buy anything rebuilt, remanufactured, restored, retooled, or refurbished from woot EVER again.

I've never seen so many people running around in circles in my life.

What I've read here..... Woot should be ashamed.

Kizzbot wrote:I've learned a valuable lesson here.... NEVER buy anything rebuilt, remanufactured, restored, retooled, or refurbished from woot EVER again.

I've never seen so many people running around in circles in my life.

What I've read here..... Woot should be ashamed.

I think they kinda are, but a 'public' apology would have been nice. Brushes and cleaning tools (or lack of) aside, the double shipping mess (totalling 1,000 units) is a horrendous fiasco, and the response time for emails to service are unacceptable (5 days in my case).

dmbnj wrote:Anyone having major issues with the Roomba getting stuck everywhere? I've found mine with it's backside up the wall, stuck under a chair, stuck on a heating vent, unable to transition from bare floor to a very low pile area rug, under a coffee table. If it manages to not get stuck somewhere, then it never finds it's way back to it's home base, and it's not a huge room.

Try cleaning out the cliff sensors. If that doesn't help CALL Irobot.

Well, I got mine this weekend and I'm a happy camper! It seems like alot of people had some pretty hefty expectations... you're buying from woot! not friggin' Macy's. Get over it. There were some shipping delays... big deal. There were some missing pieces... big deal, they're rectifying it! There's some bad product... here I have more sympathy, but again, I'm sure it will be rectified by iRobot.

It's my first woot! and I'm having to fight really hard from draining my bank account on al l the other wonderful refurb (rox0rz!) stuff that shows up here (so close to grabbing a scooba and the sansa player). Anyway, I love my roomba, and hope it lives a long and happy life with us. My 2yr old is being a pain, he loves chasing it and pushing buttons, but it's cute until he releases the dust bin!! The dog totally avoids it and my daughter thinks it's "neat" when it veers away if she lets it bump into her.

Like many people I'm appalled at the filth I've apparently been living in. Darn thing scoops up a bin full of hair, dust and sand with every run... very gross. We have hardwood and rugs in the main living area and berber (sp?) carpet in the bedrooms and the little bugger (Sherman, I've decided to name it) seems to love it. I've not got my schedule figured out yet, because the boy would be too intrigued with the charger out in the open. So far Sherman sleeps under our bed (dust free at last) and I've just carted it out to clean the main areas when we're going out.

Thanks woot!

I realized my 'adopted' one had a broken side brush (see earlier post), and I called IROBOT and they handled troubleshooting and RMA all in one call -- never got transferred.

That's pretty good support on a refurb (rox0rz!). I'll let you know about the new one they're sending...

Anyone hear anything new on sending their extra Roomba back to woot. I'm getting tired of tripping over the box in the middle of my office.

gakselso wrote:It seems like alot of people had some pretty hefty expectations... you're buying from woot! not friggin' Macy's. Get over it. There were some shipping delays... big deal. There were some missing pieces... big deal, they're rectifying it!

When I buy a TV and it says the remote is included, I expect to get the remote. When I get it home and find there is not a remote Best Buy does would not tell me "Here is a $5 credit, the remote you need is over there at Target for $8.94. No you cannot return it, have a nice day."

I want what I paid for. I will not get over anything. This is fraud.

Your post made me call and dispute the charge just now. Thanks.

Oh, and "alot" is 2 words. Thanks.

Kizzbot wrote:I've learned a valuable lesson here.... NEVER buy anything rebuilt, remanufactured, restored, retooled, or refurbished from woot EVER again.

I've never seen so many people running around in circles in my life.

What I've read here..... Woot should be ashamed.

Quite the contrary - we're quite proud to have offered a groundbreaking price on a quality product. 10,000 woot members participated and I doubt if we've heard from even 100 post-purchase. We're also proud of the transparancy and efficiency of our member forums and overall approach. When problems arrise, we tend to take care of them honestly and I'd imagine we have one of the absolute highest satisfaction rates in retail.

Snapster wrote:Quite the contrary - we're quite proud to have offered a groundbreaking price on a quality product. 10,000 woot members participated and I doubt if we've heard from even 100 post-purchase. We're also proud of the transparancy and efficiency of our member forums and overall approach. When problems arrise, we tend to take care of them honestly and I'd imagine we have one of the absolute highest satisfaction rates in retail.

Send me a label so I can ship this back please, nobody responds at service@woot.com thanks

chadbailey wrote:Send me a label so I can ship this back please, nobody responds at service@woot.com thanks

So your all uptight over a 5 dollar cleaning tool? Which doesn't really do much in the first place.

I'll take the 5 dollar return as I would problably never use the cleaner anyway and they are sending me the brush. I'd call that good customer service.

The only fraud that is now happening is you disputing charges on your credit card as fraud when you initiated a sale and haven't given them a chance to rectify it.

I should hope that Woot doesn't allow you to buy anything from them again to get rid of the one bad apple in the bunch.

Thanks Woot!, my roomba is cleaning the house for me while I'm working.

poffy74 wrote:So your all uptight over a 5 dollar cleaning tool? Which doesn't really do much in the first place.

I'll take the 5 dollar return as I would problably never use the cleaner anyway and they are sending me the brush. I'd call that good customer service.

The only fraud that is now happening is you disputing charges on your credit card as fraud when you initiated a sale and haven't given them a chance to rectify it.

I should hope that Woot doesn't allow you to buy anything from them again to get rid of the one bad apple in the bunch.

Thanks Woot!, my roomba is cleaning the house for me while I'm working.

I want what I paid for. Thats all. They wont give it to me. Its been over 2 weeks now. I have yet to get the credit, brushes or the tool.

chadbailey wrote:When I buy a TV and it says the remote is included, I expect to get the remote. When I get it home and find there is not a remote Best Buy does would not tell me "Here is a $5 credit, the remote you need is over there at Target for $8.94. No you cannot return it, have a nice day."

I want what I paid for. I will not get over anything. This is fraud.

Your post made me call and dispute the charge just now. Thanks.

Oh, and "alot" is 2 words. Thanks.

I'm not sure what information you're getting. Certainly with service delays there's been frustration in waiting for a response - to the extent it's pretty hard to blame anyone for being angry. In any case, there is absolutely no problem for a return for the mistated brush kit - service should comply with a request for a call-tag to do it on our dime. These were listed as including a brush pack and (at least for the most part) they do not.

service is now less than 48 hours behind. please check your junkmail boxes if you believe you are waiting for a response on a service request before then. and it sounds a bit ridiculous I'm sure, but if you don't see a response there, please resend us the request and we'll get on it asap.

chadbailey wrote:
I want what I paid for. I will not get over anything. This is fraud.
Your post made me call and dispute the charge just now. Thanks.
Oh, and "alot" is 2 words. Thanks.

Wow. My first post and I p*ssed someone off to the point of calling a credit card company!

Mellow out. I wasn't referring to you, but you are the type of consumer I was referring to. You're buying mail-order refurb (rox0rz!) (rox0rz?), not retail. There will be glitches and a good company will do their best to handle it. woot! seems to be doing things the right way so I'll take my $5 credit, buy a pack of hair combs for $2 at Walmart and await my brushes, as they've apparently promised to deliver them if you ask. That part, I'll agree is not great, but I haven't received confirmation on my query yet. Either way, going through the hassle of RMA and credit dispute over a few bucks that most likely will be handed over a little late is for people who need a perfect world.

Oh, and I could could give a flying copulation that "alot" is two words. It's too much work to right click the underlined text and correct it. (That rebuttal was far more effort than it was worth, and I had to correct my initial spelling of "rebuttal" to boot! )

*sigh* Anyway... I'm happy with mine, it works as advertised and I got a scheduler for 1/3 what my local brick&mortar is charging for a non-scheduled new one.

Never heard back from Woot regarding my first email requesting the brushes and $5 credit that I sent about a week ago, so I emailed again today and got an automated email back right away with a case number and other details. For those that emailed but haven't heard back either, did you initially receive a confirmation email? Just curious =)

Packy wrote:Never heard back from Woot regarding my first email requesting the brushes and $5 credit that I sent about a week ago, so I emailed again today and got an automated email back right away with a case number and other details. For those that emailed but haven't heard back either, did you initially receive a confirmation email? Just curious =)

yes, I emailed last thursday (or was it friday?) and still haven't heard back from them. i got an automated reply with a case number though.

Snapster wrote:Quite the contrary - we're quite proud to have offered a groundbreaking price on a quality product. 10,000 woot members participated and I doubt if we've heard from even 100 post-purchase. We're also proud of the transparancy and efficiency of our member forums and overall approach. When problems arrise, we tend to take care of them honestly and I'd imagine we have one of the absolute highest satisfaction rates in retail.

I just purchased my 69th (and I'm not turning around now) item from Woot! Yep..you guessed...Mr. AdoptMe...To be honest, he doesn't even function correctly, BUT...BUT...yes BUT...I called iRobot and got the friendliest lady on the phone who, without hesitation, listened to my issues and is sending me another Roomba+Battery and prepaid shipping to return the malfunctioning item.

(I am missing the kit and brush on both Bots though and have sent an e-mail about it)

With that being said...Woot! has ALWAYS handled my issues (which have been very few) and they obviously do business with like-minded companies who believe in customer satisfaction.

Woot! - for what's it worth I'll still be ordering from you and loosing much needed sleep at 1am EST waiting to see what's next!

I don't think you're telling the truth.
I'm still waiting for a response from 11/24, 11/26, 11/29, and I have two open case# with no further information.

I have the automated replies, and I have one non-automated reply from 11/23.
Nothing in "junk". service@woot.com is worthless as far as I can tell.

Snapster wrote:I'm not sure what information you're getting. Certainly with service delays there's been frustration in waiting for a response - to the extent it's pretty hard to blame anyone for being angry. In any case, there is absolutely no problem for a return for the mistated brush kit - service should comply with a request for a call-tag to do it on our dime. These were listed as including a brush pack and (at least for the most part) they do not.

service is now less than 48 hours behind. please check your junkmail boxes if you believe you are waiting for a response on a service request before then. and it sounds a bit ridiculous I'm sure, but if you don't see a response there, please resend us the request and we'll get on it asap.

So we have to ask for the brush kit and $5 credit? I would hope that woot would just send it to everyone or are they thinking not everyone will know they didn't get all their parts?

Got the robot.. Got the credit for the tool... The brush pack is on the way...
Bought another on 12/5/07 it shipped, and will be here the 11th. Way to go woot!

gakselso wrote:Wow. My first post and I p*ssed someone off to the point of calling a credit card company!

Mellow out. I wasn't referring to you, but you are the type of consumer I was referring to. You're buying mail-order refurb (rox0rz!) (rox0rz?), not retail. There will be glitches and a good company will do their best to handle it. woot! seems to be doing things the right way so I'll take my $5 credit, buy a pack of hair combs for $2 at Walmart and await my brushes, as they've apparently promised to deliver them if you ask. That part, I'll agree is not great, but I haven't received confirmation on my query yet. Either way, going through the hassle of RMA and credit dispute over a few bucks that most likely will be handed over a little late is for people who need a perfect world.

Oh, and I could could give a flying copulation that "alot" is two words. It's too much work to right click the underlined text and correct it. (That rebuttal was far more effort than it was worth, and I had to correct my initial spelling of "rebuttal" to boot! )

*sigh* Anyway... I'm happy with mine, it works as advertised and I got a scheduler for 1/3 what my local brick&mortar is charging for a non-scheduled new one.

Goodun:~) I like people like this, alot!

ygyzys wrote:I don't think you're telling the truth.
I'm still waiting for a response from 11/24, 11/26, 11/29, and I have two open case# with no further information.

I have the automated replies, and I have one non-automated reply from 11/23.
Nothing in "junk". service@woot.com is worthless as far as I can tell.

I'm certainly attempting to tell the truth. I have Member Services researching to try and find the cases you're referring to. So far I have only this issue:

11/19 - you request to increase your Roomba order by 2
11/24 - we reply that of course by the time of response it was too late.
11/24 - you reply that woot service sucks and call them ass-hats.
11/24 - case closed by Member Services.

Interestingly it appears the luck of the draw had you included in the accidental roomba double shipment, perhaps fulfilling your request by accident at a $30 savings?

Certainly I expect you have some open issues that Member Services will track down and explain to me why they remained open and quickly resolve - no one is ducking the issue that there was ass-hat worthy delays on our end during this span, but they should now have their hats off for future inquiries.

Well, you're ill-informed, and not painting a complete picture of what transpired. The request for the 2nd was not answered, and so I bought one locally (for a gift, not that it matters).
Then, I get an email telling me that woot has billed me for a 2nd unit. Not offering to, mind you - simply that they had already done it.
Then, I get the (broadcast) email saying that they may have shipped an extra to some people, and there would be an opportunity to buy it cheap.

Snapster wrote:Interestingly it appears the luck of the draw had you included in the accidental roomba double shipment, perhaps fulfilling your request by accident at a $30 savings?

You imply that my request was fulfilled at a $30 savings, hiding behind the word "perhaps", so I see you don't know the facts (or even what Woot has charged me).
Well, I not only didn't get a 2nd one for the $99 I was charged (after having been denied, and shopping elsewhere), but I didn't get a 2nd unit in error either. So, now I'm out $205, and have one incomplete Roomba (no spare filter in it). The missing spare filter would not have ticked me off, except for the rest of this experience.

And still - as of Dec 7th, I have no replies to any of my emails, and Woot are still (apparently) ass-hats.

If Woot had closed a case#, why would I never have been notified? Why didn't I ever get a response (other than the automated reply saying we've opened a case#)?
You say it was closed, but I was never contacted! The customer was never contacted? That's NOT customer service, that's not giving a damn about the customer.

Snapster wrote:I'm certainly attempting to tell the truth. I have Member Services researching to try and find the cases you're referring to. So far I have only this issue:

11/19 - you request to increase your Roomba order by 2
11/24 - we reply that of course by the time of response it was too late.
11/24 - you reply that woot service sucks and call them ass-hats.
11/24 - case closed by Member Services.

Interestingly it appears the luck of the draw had you included in the accidental roomba double shipment, perhaps fulfilling your request by accident at a $30 savings?

Certainly I expect you have some open issues that Member Services will track down and explain to me why they remained open and quickly resolve - no one is ducking the issue that there was ass-hat worthy delays on our end during this span, but they should now have their hats off for future inquiries.

Snapster wrote:Quite the contrary - we're quite proud to have offered a groundbreaking price on a quality product. 10,000 woot members participated and I doubt if we've heard from even 100 post-purchase. We're also proud of the transparancy and efficiency of our member forums and overall approach. When problems arrise, we tend to take care of them honestly and I'd imagine we have one of the absolute highest satisfaction rates in retail.

Also, Are you also proud that someone from woot played with the blog, got caught red-handed, then changed it back? HaHaHaHaHaHa


Proud?

Seriously? Wow.

So you are proud that you sent me a defective Roomba?

You are proud that I spent countless hours, then days trying to fix something defective that YOU sent?

You are proud that your customer service is terrible?

You are proud that you didn't ship what was advertised?

You are proud that I had to spend $14.65 to send the Roomba back because it was DEFECTIVE?

Read that again ---- I HAD TO SPEND $14.65 TO SEND BACK A DEFECTIVE PRODUCT !!!!!!!!!!!!!! MY money, YOUR defective product!!!!!!!!!!

Man, you all don't have a clue what good customer service is do you? You guys are NOt ashmamed of treating your customers like crap? Wow. Amazing.

Kizzbot wrote:Also, Are you also proud that someone from woot played with the blog, got caught red-handed, then changed it back? HaHaHaHaHaHa


Proud?

Seriously? Wow.

So you are proud that you sent me a defective Roomba?

You are proud that I spent countless hours, then days trying to fix something defective that YOU sent?

You are proud that your customer service is terrible?

You are proud that you didn't ship what was advertised?

You are proud that I had to spend $14.65 to send the Roomba back because it was DEFECTIVE?

Read that again ---- I HAD TO SPEND $14.65 TO SEND BACK A DEFECTIVE PRODUCT !!!!!!!!!!!!!! MY money, YOUR defective product!!!!!!!!!!

Man, you all don't have a clue what good customer service is do you? You guys are NOt ashmamed of treating your customers like crap? Wow. Amazing.

Ack. I just called iRobot when my side brush was broken on my adopted one (which I paid for), and they're sending me out a new one. I even threw out the box, and they said 'no worries, use the new one'. It's to come pre-labeled for drop-off. Not sure why you're having so many issues...

ygyzys wrote:Well, you're ill-informed, and not painting a complete picture of what transpired. The request for the 2nd was not answered, and so I bought one locally (for a gift, not that it matters).
Then, I get an email telling me that woot has billed me for a 2nd unit. Not offering to, mind you - simply that they had already done it.
Then, I get the (broadcast) email saying that they may have shipped an extra to some people, and there would be an opportunity to buy it cheap.

really it's mostly just a matter of perspective and certainly nothing that won't get worked out here if you'll have some patience. I'll likely have some details wrong - I'm not in service but here's my flawed sense of what's gone on:

1. you ordered 1 roomba.
2. you emailed service to ask to increase to 2 roombas
3. you emailed service additional times to increase to 2 roombas.
4. service responded 1 time that the order had already shipped and they could not add to it. they responded late, ~5 days after your inquiry.
6. you respond that service sucks and we're asshats, perhaps accurately.
7. a second service rep tries to help working from another email you sent and puts in a manual order to ship another unit out free of shipping charge - sends an email letting you know it was on the way.
8. a later service rep closes your open cases assuming they were done based on your ass-hat reply.
9. you are included in the double shipped roomba batch and had two roombas shipped to you with your original order.

The result of the outbound shipments should be 3 roombas in your possession. Clearly, you are saying you have only one. This is where someone from service simply has to step back in and sort out the fiasco - I don't have any access to your tracking or other details. I will point them to this post/thread.

Yes this is a ridiculous sequence but every gets to see a nice view of murphy's law here in this example. Midway through your sequence and entire new Service Case Tracking system was installed causing duplication and chaos -- this is not an excuse, it's merely for additional understanding of how we failed. Thanks for your patience as it gets straighted out.

BWAHAHAHAH! Classy, succinct, and humorous.

I myself am missing 2 brushes and 2 clean tools. I myself got an ADOPTME, and I paid for it. I myself have a roomba that is going back to iRobot for service.

But when I start to get mad at woot, I look at my account, all the money I saved from not going elsewhere, and all is forgiven. My tribute:

22399645 12/3/2007 iRobot Roomba Remote Scheduler Robotic Vacuum 1
22309332 11/20/2007 LeakFrog 2-Pack 1
22297769 11/19/2007 iRobot Roomba 4296 Remote Scheduler Robotic Vacuum 1
22279282 11/17/2007 Miniature Express Train Set 1
22093404 10/25/2007 iRobot Roomba Discovery SE 3
21983267 10/8/2007 Pinnacle PCTV HD Card 1
21866497 9/12/2007 HP Photosmart 3210 All in One Printer, Copier, Scanner w/ Bluetooth Adaptor 1
21814747 8/30/2007 Netgear 108Mbps Wireless USB 2.0 Adapter 1
21806856 8/30/2007 Vector 12V 120W Canister Wet/Dry Vacuum 1
21790553 8/28/2007 Nyko Air Flo EX USB Controller for PC/MAC – 2 Pack 1
21778704 8/24/2007 Compaq Presario Pentium 4 3GHz Desktop PC 1 21258758 4/17/2007 Delphi USB 2.0 Lighted Cable - 4-Pack 1
20898089 12/20/2006 iRobot Roomba Sage with Convenience Pack (4110) 1 20869257 12/8/2006 Dirt Devil Cordless Vac 'n Mop 1
20838925 12/6/2006 Prevention Wrist-Mounted Blood Pressure Monitor 1 20571629 8/29/2006 KidSmart Vocal Smoke Detector – 2 Pack 1 blog discuss
20466428 7/12/2006 Random Crap 1
20452338 7/5/2006 Cobra XRS9500 11 Band Radar & Laser Detector 1
20259686 3/13/2006 Nikko 1/14 Scale R/C Lamborghini Murcielago 1
20222375 2/17/2006 Virgin Electronics Boomtube Portable Speakers 1
20221978 2/17/2006 Logitech Cordless Keyboard & Mouse Combo 1
20219417 2/16/2006 EA Sports Hockey and Football Game 1
20195439 1/30/2006 Creative Labs USB Bluetooth Adaptor 1
20140116 12/14/2005 Nikko 1/14 Scale Lancer Evo High Performance R/C Car 1
20134927 12/10/2005 Saitek No Limit Texas Hold 'Em Poker 1
20053504 9/27/2005 BFG 5700LE 256MB Overclocked AGP Video Card 1
10194753 7/6/2005 Panasonic Wet/Dry Travel Shaver with Trimmer 1
10163537 5/10/2005 Rio Chiba 256MB MP3 Player 1
10134881 3/31/2005 HP Photosmart 935 5.3MP Digital Camera with Dock 1

Snapster wrote:I'm certainly attempting to tell the truth. I have Member Services researching to try and find the cases you're referring to. So far I have only this issue:

11/19 - you request to increase your Roomba order by 2
11/24 - we reply that of course by the time of response it was too late.
11/24 - you reply that woot service sucks and call them ass-hats.
11/24 - case closed by Member Services.

Interestingly it appears the luck of the draw had you included in the accidental roomba double shipment, perhaps fulfilling your request by accident at a $30 savings?

Certainly I expect you have some open issues that Member Services will track down and explain to me why they remained open and quickly resolve - no one is ducking the issue that there was ass-hat worthy delays on our end during this span, but they should now have their hats off for future inquiries.

Is this situation going to be remedied. I thought I read on a prior post that woot sent an e-mail out explaining this would be shipped at a later date. I haven't received that e-mail. Otherwise I am very satisfied with the product and addicted to this site and fuser.com.

patrickshea wrote:Is this situation going to be remedied. I thought I read on a prior post that woot sent an e-mail out explaining this would be shipped at a later date. I haven't received that e-mail. Otherwise I am very satisfied with the product and addicted to this site and fuser.com.

I think we've found you need to send service@woot.com an email and let them know you have a problem (although no one got the extra brushes, etc) and then you will receive an email from woot explaining they will ship later. Their attitude has been "Don't expect the solution unless you report the problem", I believe.

Kizzbot wrote:Also, Are you also proud that someone from woot played with the blog, got caught red-handed, then changed it back? HaHaHaHaHaHa


Proud?

Seriously? Wow.

So you are proud that you sent me a defective Roomba?

You are proud that I spent countless hours, then days trying to fix something defective that YOU sent?

You are proud that your customer service is terrible?

You are proud that you didn't ship what was advertised?

You are proud that I had to spend $14.65 to send the Roomba back because it was DEFECTIVE?

Read that again ---- I HAD TO SPEND $14.65 TO SEND BACK A DEFECTIVE PRODUCT !!!!!!!!!!!!!! MY money, YOUR defective product!!!!!!!!!!

Man, you all don't have a clue what good customer service is do you? You guys are NOt ashmamed of treating your customers like crap? Wow. Amazing.

I think your reaction is quite appropriate given your statements and beliefs-- we are indeed not afraid of treating members with a dose of reality when called for. Though we intend to offer a very fair set of services with a high level of integrity, this is in fact NOT your normal full service retail store.

The listing error on the brushes was made and not intended to be changed/ducked, it was simply corrected as we correct all errors. We made a similar error before on a Roomba that was also followed up by Woot special ordering the brushes and sending them out on request -- this procedure was started immediately and Member Services notified. A batch of the $4 parts were special ordered. As a mostly-irrelevant point of interest, the error originated from an Amazon sales spec that was also originally wrong. I'll take the opportunity to link here to that current Amazon sale as you might note the price. http://www.amazon.com/Remanufactured-iRobot-Roomba-Cleaning-Scheduler/dp/B000FOCHI4 While the listing error was regretful, unnecessary and painful to correct, the value of the opportunity did surpass the annoyance for the majority of our members and I'm proud of that.

It sucks that you received a defective Roomba, or one that you believe is defective. Things like this do happen in the real world. In Woot's experience, iRobot does an excellent job refurbishing their products and an even better job warranting the product directly with the consumer when it does go bad. I'm proud that we work with iRobot and sell their quality products.

I'm also proud of our bluntness and accuracy, described best in the "What is Woot" FAQ. While we could possibly do a better job of forcing people to read the terms we offer, most members swing by the page and get the gist. Bare-bones service, efficient operation, open community, honest no-hype marketing, zero advertising. Return freight at ones own risk. The relevant link is here http://www.woot.com/WhatIsWoot.aspx#q7 in case you missed it.

Our customer service had a delay and labor shortfall coinciding with this sale that was unacceptable and disappointing. It caused many members frustrations levels to increase and appropriate anger to be expressed in our direction. We're now caught back up and service is nearly back to our 24 hour guideline here.

Our staff, friends and all our extended families transact from Woot - many likely participated in this deal. I am proud that they do and would explain the same points I am to you if my own family had wrong expectations about a purchase. I think you could summarize a good amount of what I feel in the following statistic, from page one of this forum -- that would be over 10,000 satisfied buyers.

iRobot Roomba 4296 Remote Scheduler Robotic Vacuum

Speed to First Woot:

0m 9.000s

First Sucker:

bh1

Last Wooter to Woot:

GenONeill

Last Purchase:

6 years ago

Order Pace (rank):

Top 47% of Woot.com Woots

Top 21% of all Woots

Woots Sold (rank):

Top 1% of Woot.com Woots

Top 1% of all Woots

Purchaser Experience

• 42% first woot
• 16% second woot
• 31% < 10 woots
• 8% < 25 woots
• 3% ≥ 25 woots

Purchaser Seniority

• 31% joined today
• 3% one week old
• 7% one month old
• 32% one year old
• 26% > one year old

Quantity Breakdown

• 87% bought 1
• 8% bought 2
• 5% bought 3

Percentage of Sales Per Hour

8%	3%	2%	1%	1%	2%	5%	7%	10%	9%	8%	7%	5%	5%	4%	3%	3%	3%	3%	3%	3%	3%	2%	2%
12	1	2	3	4	5	6	7	8	9	10	11	12	1	2	3	4	5	6	7	8	9	10	11

Woots by State

zero wooters wootinglots of wooters wooting

Snapster wrote:really it's mostly just a matter of perspective and certainly nothing that won't get worked out here if you'll have some patience.

Until your most recent post, I have yet to get one single communication that anyone alive actually was aware of (let alone was doing anything about) my e-mail, or my problem.
Not one actual reply to any of my emails.

Yes, I got two e-mail replies that were canned responses, but they have proven to be worthless assurances of an: "effort to keep response times under 1 business day".

I made it to this forum, and see you claim that service is only 48 hours behind? Not when I'm still waiting for a human response from 4 days ago, 9 days ago, and 13 days ago. Not one response besides the automated ones.

I am one of the most patient people you'd meet - but only if I'm given some sign that someone is working on the problem! There's been no responses! Then I hear 'service is nearly caught up' with only a 48 hour backlog! Well, that saps the patience from anyone who's been waiting longer than 48 hours, doesn't it?

Just a reply saying "we hear you, acknowledge you're problem - we're working on it" could have done wonders. What indication am I left with that anyone is interested in fixing this problem, or would ever get back to me?

Meanwhile, I get my credit card statement with a bill for two Roombas several days apart, although I have only one - what would YOU do?
- Sit quietly, saying: "oh, I'll just go ahead and pay for something I didn't order or receive - I'm sure they'll fix this - even though I didn't get one reply from any of my emails for the past 2 weeks...."? "After all, they're clearly well organized and responsive...." NOT!

Snapster wrote:The result of the outbound shipments should be 3 roombas in your possession.

I assure you, I most certainly do not. I have received ONE (incomplete) Roomba from Woot. I have an old Roomba Red I bought two years ago, and I have recently bought a new, improved one that I gave as a gift.

Snapster wrote: -- this is not an excuse, it's merely for additional understanding of how we failed. Thanks for your patience as it gets straighted out.

I know it will, but evidently not by service@Woot.com (though perhaps in spite of them).

Snapster wrote: We're now caught back up and service is nearly back to our 24 hour guideline here.

I disagree. How can you say that?

I've still received not one email from service@woot.com since the automated ones on 11/29 and 12/4.

24 hours?

I Love WOOT! I sent an email 1 week ago about the missing parts and was worried it was "lost". I got a response 2 days ago saying they would refund the $5.00 and send a cleaning tool. I responded yesterday asking if they meant $15.00 and 3 brush sets and if this might be the form email...They got back to me in a few hours saying YES, I'm taken care of on all 3 roombas!!! WOOT ROCKS!!! 3 girls with long hair - who wants to clean brushes daily??? I even bought a "back-up" on the woot-off!