I just got off technical support with Shenel from iRobot Roomba technical support. When I get great service like this, I feel the need to publicly thank the company and recognize the employee.
Shenel was great from the first hello and very patient while I uploaded images she needed to help me. Turned out that my unit needed repair but wasn't technically under warranty. She told me she would try to help me out and went off for a few minutes.
A few minutes later, she came back on and let me know they were able to help me out and get me a working roomba if I would just ship back my old roomba and pay the return shipping. ABSOLUTELY I agreed.
iRobot did not have to replace my unit but they chose to. They don't know me but if they did, they would know that I have probably sold a few dozen Roomba's for them in the speaking engagements I do where I sing the praises of Roomba and have had several people tell me they bought roomba's based on my recommendation. iRobot did not know this and yet they still treated me like a valued customer and went out of their way to make me happy.
From the first time I bought a Roomba, I was a big fan of the technology. Now, I'm a big fan of the customer service too.
Thanks iRobot for a great product and a great customer experience.
PS To any iRobot employee reading this, please find Shenel from support and tell her how impressed I was with her service!