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I have been an iRobot customer since Christmas. Much as I like their products, their customer service decision making leaves a lot to be desired. This particular post was prompted by their inconsistent warranty decision management. iRobot has outsourced its call center, as many companies have, and sound like they want to deliver excellent customer [...]

This review in destinationCRM of iRobot’s automated customer service system – in which the system was given a 2008 Elite award – reminded me of an experience with a different iRobot system. iRobot’s return system is less award-worthy. Let me take you back a few months… At Christmas I took advantage of an iRobot offer [...]