Unsatisfactory performance and bad customer services

I bought a Nannyvac BL-06W beginning of Aug 2023 through Onedayonly. November it suddenly stopped working giving a side brush error. I immediately contacted the support team to troubleshoot the issue. He gave a few suggestions, but that didn't resolve the issue and a distinct burning smell appeared. It was advised the machine is only 2,5 months old and a replacement machine will be given (in writing in an email). I made the error of working straight with Nannyvac instead of Onedayonly. So the machine was sent in. But instead a repair was done. Also upon return, the one thin black filter that is used together with the hepa filter was missing and an extra side brush that didn't look like the machine original side brushes was in the box. I sent them a notification via their website informing them of the missing item and extra brush, but no reply was received.

Then upon testing the machine after the repair the machine was not performing up to standard. When starting off from the docking station it will go through the room, but then eventually try to run over the docking station as if it is not picking up the docking station. When I use the machine in my bedrooms it doesn't cover the floor area. It usually gets stuck in a back and forth on the same stretch. But on the Tuya app it shows it covers the floor are, but it draws a very long and drawn out room....and will carry on until I stop it myself. I have tested it with the docking station in the bedroom, but the same happened.

I sent in a complain to Onedayonly and they asked me to send the machine in for an assessment. No feedback was received and I had to follow up on the process. I just received a reply stating the machine was tested and on it's way back. The machine is in full working order. The technician didn't even bother to contact me himself.

I used the machine again at home. No difference in the performance of the machine and the issues still happened on a daily basis. The machine was by now only 5 months in use.

I sent Nannyvac an email with my concerns but no reply was received.

I then contacted the consumer protection ombudsman to assist in this matter. I assume a notice was sent to the supplier and the machine was requested again to be sent in for an assessment. I included a detail breakdown of the issues. The report came back again that the machine was tested and to be found in full working condition. The items listed what it was tested for. No mention made of the fact that the path followed and the app doesn't always correlate with the actual path followed by the machine. Or that it runs over it's own docking station when in the same room. And yet again the technician didn't contact me regarding these issue.

I decided to buy a Nannyvac because of the South African footprint and promise of good customer service. But instead I received repairs instead of a refund or replacement and bad customer service thereafter.