Olson’s Observations

As most of you know I absolutely love my Roomba. The thing is just incredible and it saves a lot of time. So, needless to say, I was pretty upset when after the first week of use the Roomba decided it was no longer going to charge rendering it useless. What was I to do? I needed to head to iRobot for support of course.

Support is the true measure of character for a company in my opinion. Some support is awful (Comcast) and some is incredible (FeedBurner - I may be a bit biased). I wondered how iRobot’s support would fare.

I logged on to the iRobot site and proceeded to load up the live chat window to talk to a support rep about my issue. To my surprise the wait was only 2 minutes. So far so good! The rep that came on after my brief wait was incredibly nice and helpful. I tried the troubleshoot tip that the rep provided and it didn’t fix the Roomba. Bummer - it looked like I needed to make an exchange and I had to talk to support again to do it. I hoed the second experience would be as good as the first.

The next support rep I received a couple days after the troubleshoot from the first session didn’t work was equally as great as the first. I explained that the troubleshoot didn’t work and that I needed to make an exchange. She said it was not a problem at all and that she’d e-mail me the details on the exchange process and a UPS shipping label so I wouldn’t have to pay to ship it back. Not only that, she also threw in a three pack of replacement filters for my trouble.

Now that’s great customer service. I received my new Roomba Sage in about 3 business days and I’ll be a customer for life. I may even have to spring for one of iRobot’s “I Love Robots” t-shirts. Thanks again iRobot. You guys rule!