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 decrease 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 (via OnedayOnly) that 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, with the only update being that Ecovacs is “very busy” and requesting patience This means I have been without a clear outcome for nearly two months, which is unacceptable, especially considering the cost of the product. A review of recent HelloPeter feedback reflects numerous similar complaints involving extended delays, lack of communication, and unresolved after-sales cases, which aligns closely with my experience. Due to business requirements, I was forced to purchase another robot vacuum simply to continue operating. This should never be the customer’s burden when a product fails under normal use and within a reasonable ownership period. 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. Based on the lack of communication and prolonged delays, I am increasingly concerned that the return may ultimately be disputed or rejected, despite the unit being hardly used and failing under normal operating conditions. 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 strongly advise potential buyers to be very cautious, as the support experience does not match the premium pricing of the products.