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Subject: Follow-up: Broken plastic part on Dreame Mateo charging dock – Photos already sent, now located in Germany (Serial: R2469X577EU5627201)
Dear Dreame After-Sales Support Team,
Thank you for your response and for asking for photos of the damage.
I have already attached clear photos in my previous message (or in the initial ticket):
•  Close-up of the broken plastic piece (small square/black tab/clip that fell out).
•  Photo of the location on the underside/inside of the charging dock where it was supposed to be attached (now showing the extra hole/gap).
•  Additional views of the dock for context.
•  Warranty screenshot from the app with serial number and activation date (November 3, 2025; valid until November 3, 2027).
The breakage occurred during normal everyday use without any dropping, force, or misuse — the plastic simply tore off, and the part no longer holds in place, creating an unintended opening that could allow dust or affect hygiene/performance over time.
Important update: I am now located in Germany (not Latvia anymore), so please handle this under the German/EU support process. I would like to proceed with warranty repair or replacement.
Could you please:
•  Review the attached photos and confirm if this qualifies as a manufacturing defect covered under the active warranty (free repair or replacement)?
•  Provide an RMA number and free prepaid shipping label/instructions to send the dock/base (or the whole unit if required) to a German service center?
•  Let me know if a replacement plastic part/clip is available, or if a new charging dock will be sent?
•  Advise on the exact shipping address and any other steps needed?
I’m ready to ship immediately once I receive the details. The robot itself works fine otherwise, but I’d prefer to fix this small issue soon.
Thank you for your prompt help — looking forward to your instructions!
Best regards,
[roberts valenburgs ]
[nokija199452@gmail.com]

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Hello, we understand the situation regarding your device. However, our devices do not currently support global warranty. You can contact our after-sales team and explain the situation. They will try to provide you with alternative solutions. Below are the contact details for our after-sales team. Please submit your S/N and invoice when contacting them so they can resolve your issue more quickly:

Kostenlose Service Number:

+49 800 000 1747

(Montag-Freitag
9:00-21:00 Uhr
Samstag-Sonntag
9:00-18:00 Uhr)

E-Mail:
aftersales@dreame.tech