Customer Support

Hello,

Can somebody please tell me how I can get proper customer support in the UK?

My D10 Plus no longer empties, I have to do it by hand and given that it is not designed to be emptied manually, it is very difficult.

Also, the D10 Plus cleaning is now very poor. I even after two double pass cleaning operations, I have to go round with a hand held vacuum cleaner. I'm not talking about difficult areas like corners, I mean open areas of low pile carpet.

I am very disappointed with the way the D10 Plus performance has deteriorated in just over six months and even more disappointed in the customer support I have received - I first tried to report a problem with the automatic emptying less than a month after I bought it (September) but whether I was communicating with AI or a human, I couldn't be understood.

As it is, the D10 Plus is effectively useless as I am doing half the work that it is supposed to do.

Please help.

Dear flamesong，

Hello! We've heard about your feedback. We apologize for the bad experience.

You've already contacted our after-sales department, right? Can you send your ticket number in a private message? We will re-examine your case and do our best to satisfy you.

How do I send you a private message?

I have had several contacts with Dreame in the last six months or so but I can't only find one number which is not entirely relevant to this - it referred to when the D10 was full during cleaning, I asked if there was a sensor which indicated that it was full and should automatically return to the base unit for emptying. We only have a small house - I can't imagine how the D10 Plus that we have could manage in an average sized home.

The only advice I have received is to make sure that the D10 Plus bag is empty and the duct on the vacuum is clear - I already mentioned in my support request that I have done these things. I'm a former aircraft mechanic and I always try everything possible before asking for support so I find it very frustrating to be advised to do what I have said that I have already done.

However, as nobody seemed to be able to respond to my question about it, it seems that there may be a design flaw in the D10 plus if there is no sensor telling the vacuum that it is full and needs to return to its base to be emptied.

Hello! flamesong. Click on my homepage and you can see the "Message" option, where you can send a private message.

There is no sensor on the robot to detect whether the dust box is full. There is only a sensor to detect whether the dust box is installed. The base station will automatically collect the dust in the robot's dust box after each vacuuming task. So there is no sensor installed on the robot to check whether the dust bin is full.

My post keeps disappearing and reappearing in this app. I haven't been able to find it for a week and now that I can see it again, there is a reply!

I cannot see any button or link to send a message.

I'm really fed up with trying to communicate with Dreame. After being referred to (unbeknownst to me) to US support and sharing all relevant details and making a video to illustrate the problem as well as showing that I had checked everything beforehand, I was informed that I was using the wrong customer support.

After then sending all the same information and video to the supposedly correct customer support, I got a reply asking a whole load of questions which my video and provided information had already answered - it's no wonder you have such a poor score on Trustpilot.

Anyway, I am not going to tolerate having this problem obfuscated for much longer, if I don't have a satisfactory solution proposed by the end of this week, I will be looking into making a claim under UK consumer law because this constantly being bounced around and messed about is doing my head in.