5
01: Customer Call
Depending on the sophistication of the Customer Service Representation at the service centers,
Roomba issues can be diagnosed over the phone by guiding a user through a troubleshooting process.
At a minimum, iRobot recommends that the customer be asked to perform routine Roomba
maintenance steps to resolve the Roomba issue. Only if these steps fail to resolve the issue should a
customer send the Roomba to a service center.
A)
Customer should clean Roomba
i.
Clean the cliff sensors under the bumper with a cotton bud.
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ii.
Remove any hair or obstruction from the three wheels.
2
iii.
Remove any hair or obstruction from the brushes and bearings.
3
iv.
Clean contacts on Roomba and Home Base with alcohol pad (
not all models
).
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v.
Clean out the vacuum bin and vacuum filter.
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B)
If necessary, customer should reset Roomba’s charging system by pressing down the
Roomba’s SPOT and DOCK simultaneously for 10 seconds (this will clear the schedules as
well). This can be done when the robot is ON, OFF or CHARGING. When ON the CLEAN
button will go dark when the reset is complete.
C)
Customer should fully charge the battery.
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2
4
5
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