Who This Service Is For

• Buyers Experiencing Technical Issues: Your robot has arrived, but something is not working as expected. You need help documenting the problem and coordinating a resolution with the manufacturer.
• Buyers Needing Spare Parts or Repairs: A component has worn out, broken, or needs replacement. You need help identifying the correct part and coordinating supply from the manufacturer.
• Buyers With Warranty Questions: You are not sure whether an issue is covered by warranty. You need help coordinating a warranty claim with the manufacturer and understanding what is included.
• Buyers Needing Software or Configuration Support: The robot needs a software update, configuration change, or troubleshooting of an interface issue. You need help coordinating technical support from the manufacturer.

1. Unclear Warranty Terms

Warranty period, coverage, and exclusions vary by product and supplier. Common exclusions may include damage from misuse, unauthorized modification, overloading, water or debris ingress, and force majeure. Specific coverage and exclusions are governed by the written warranty terms for the selected product and order. Without clear terms, buyers may expect coverage that does not apply.

2. Slow Issue Resolution

International time zones, language barriers, and unclear communication channels can slow down diagnostics and repairs. Without a coordinator, buyers may struggle to get timely responses from the manufacturer.

3. Spare Parts Identification

Identifying the correct replacement part — a brush, a squeegee, a battery, a sensor, or a circuit board — can be difficult without manufacturer documentation. Ordering the wrong part wastes time and money.

4. On-Site Service Availability Uncertainty

Not all destinations have local service partners. On-site support depends on the manufacturer’s service network, the destination country, and the type of issue. Buyers may assume that on-site service is available everywhere — it is not.

1. Issue Collection and Summary

We collect the details of your issue — what happened, when, under what conditions, and what error messages or symptoms appeared. We organize this into a structured issue summary for the manufacturer.

2. Diagnostic Coordination

We coordinate diagnostics with the manufacturer — relaying your issue summary, photos, videos, or error logs. The manufacturer provides technical assessment and recommended actions. We relay the findings to you.

3. Spare Parts Coordination

We help identify the correct spare parts by coordinating with the manufacturer. We relay part numbers, availability, pricing, and lead time. Parts are supplied by the manufacturer or their designated supplier.

4. Warranty Claim Coordination

We help coordinate warranty claims by collecting the necessary information — purchase date, product serial number, issue description, and evidence — and submitting it to the manufacturer. The manufacturer determines whether the issue is covered under warranty terms.

5. Software and Configuration Support Coordination

We coordinate software support requests with the manufacturer — updates, configuration changes, interface troubleshooting, or access to technical documentation. Software support is provided by the manufacturer — we do not develop or modify robot software.

6. On-Site Service Coordination

Where on-site service is required and available, we coordinate with the manufacturer or local service partner to arrange a visit. Service availability, response time, cost, and scope depend on the product, location, and warranty terms.

Send us a description of the problem — what happened, when, and under what conditions. Photos, videos, error codes, or logs all help.

We summarize the issue and coordinate with the manufacturer, relaying diagnostic questions and technical information.

The manufacturer reviews the issue and advises on the cause, required action, parts, or warranty status.

We coordinate parts, software updates, remote support, or on-site service based on warranty terms and regional availability.

Typical Deliverables

• Issue summary organized for manufacturer review
• Diagnostic coordination with the manufacturer
• Spare parts identification and availability information
• Warranty claim submission and status tracking
• Service arrangement where available

Deliverables depend on the manufacturer’s response, product type, and service availability in your region.