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I purchased the DREAME L10s Ultra Robot Vacuum Cleaner Washer ( from Amazon, and it was delivered on 24th July. The product worked flawlessly for the first few months, and my whole family loved it. The robot itself is still working fine, but the charging station seems to have developed a power issue. Because of this, the robot is unable to charge and cannot locate the station since it is offline. Now, coming to the main problem:
I raised a complaint through customer care. It took them almost a week with multiple follow-ups just to initiate a pickup request. What surprised me is that they directly raised a pickup request instead of a service request. Ideally, a technician should visit my home, inspect the charging station, and if the issue cannot be resolved on-site, then they can take it to the service center. When I asked this, the customer care team informed me that they have only one service center in Delhi, and their standard process is to pick the product through a courier partner, send it to Delhi, repair it there, and ship it back. It is shocking that a company like DREAME, with so many products, does not have a service center in a major city like Bangalore. Anyway, I realized I have no choice and agreed to send it. But now the courier person says:
"Sir, you need to pack the entire product yourself. I will only come and collect it." This is extremely inconvenient. The company expects customers to keep the original packaging for 3–4 months so that we can repack and ship the product whenever there is an issue. Obviously, I no longer have the box, and now I’m stuck again. Please advise what I should do next. At this point, I am even willing to return the entire product at half the price, because it is just 3 months old and I do not want to go through this kind of struggle for future issues. I appreciate your support — this is my last hope.
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Dreame Support
1 Floor
IN
286 
