Disappointed in Ecovacs South Africa

I have always been a strong supporter of Ecovacs and have purchased three Ecovacs units over time. Unfortunately, my most recent experience has been deeply disappointing and has completely changed my view of the brand.

The unit in question is the DEEBOT T10 TURBO, purchased in April 2025 via OnedayOnly. Despite being hardly used, the robot began showing a significant drop in performance after only about four uses, which is unacceptable for a premium-priced product.

I logged a return through OnedayOnly on 27 November 2025. While OnedayOnly’s response times have been reasonable, the same cannot be said for Ecovacs’ after-sales service and communication.

Key issues:

No clear timelines were provided once the unit was sent to Ecovacs

On 9 December, I was advised the assessment would take 10–15 working days

Ecovacs closed over the festive season, without any communication to me

As of 20 January 2026, I am still waiting for feedback or a resolution

This means I have been without a clear outcome for nearly two months, which is unacceptable—especially considering the cost of the product.

Due to business requirements, I was forced to purchase another robot vacuum simply to continue operating, which should never be the customer’s burden when a product fails under normal use.

At this point, customer satisfaction clearly does not appear to be a priority for Ecovacs’ after-sales support. The lack of communication, prolonged delays, and absence of accountability have completely eroded my trust in the brand.

While the products may perform well when they work, the after-sales support in South Africa is extremely poor, and I will not be purchasing Ecovacs products again. I would strongly advise potential buyers to be very cautious, especially given the premium pricing, as the support experience does not match the product cost.