I feel like I comment on the robot vacuums every time, but I have updates!
We purchased our XV-21 in May 2013. Bruce, First of his Name, was great for about six months, then needed a new battery set. Neato sent this out at no charge, as it was under warranty. Bruce again started to have battery issues about a week before the 1 year warranty was up, so we called again and they sent us a whole new XV-21 (they DO charge $26 and change for shipping, but hey, we'd gotten batteries, so I had no issue with this.)
Bruce, Second of his Name, did okay for about two months (replacements have only a 90 day warranty- BE ADVISED!) before his LED screen stopped responding. This is, apparently, an issue with some of the later XV-21s, so be on the lookout for this defect if you order.
Bruce, Third of his Name, came last week but, unfortunately, was an XV-12, not an XV-21. Called Neato, seems it was a shipping mistake and they are sending a NEW new XV-21. Bruce, Forth of his Name, should get here this week.
Anyway, long story short: Neato customer service is REALLY helpful, and they definitely DO stand by their products, AND their products do work VERY well. You, the consumer, however, need to be on top of your warranties to get the best possible service and outcomes.