Unacceptable Delays & Poor Service – Formal Refund Request Under CPA

I purchased a Deebot X11 OMNI on 14 November 2025. Within a short period, the unit developed a fault and began making a loud noise.

Ecovacs collected the device for repair on 9 March 2026. Since then, the handling of this matter has been unacceptable.

Communication has been extremely poor. As of 2 April 2026, I was informed that the matter is “awaiting management feedback,” and there has been no meaningful progress since. Attempts to contact the call centre are futile—you are simply placed on hold indefinitely. I personally abandoned a call today after waiting over 20 minutes without assistance.

It has now been more than a month without the product, with no resolution, no clear timeline, and no accountability.

In terms of the Consumer Protection Act, consumers are entitled to goods that are of good quality, in working order, and durable. Where a product fails within six months of purchase, the consumer has the right to choose between repair, replacement, or a refund. Additionally, repairs must be completed within a reasonable time.

Ecovacs has failed on both counts: • The product was defective within a short period • The repair has not been completed within a reasonable time • Communication and support have been wholly inadequate

Given these failures, I am formally exercising my rights under the CPA and requesting a full refund.

If this matter is not resolved urgently, I will have no option but to escalate it to the National Consumer Commission and pursue further action.