L40 Ultra AE Causing Scratches and Damage to Flooring.

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Dear Dreame Customer Support,

I am writing to raise a formal complaint regarding my Dreame L40 Ultra AE Robot Vacuum, which I purchased approximately two months ago.

I have recently noticed numerous scratches and scuff marks across the flooring throughout my house, in areas where the robot has been operating. After noticing the damage, I inspected different areas of the house and found similar scratch marks in multiple locations.

I am extremely concerned that the robot, or one of its components such as the wheels, brushes, mop assembly, or underside, may be scratching the floor while cleaning. The attached photograph shows an example of the damage. There are many more scratches across the house.

Considering that the product is only around two months old, this is unacceptable. A premium robotic vacuum cleaner intended for regular floor cleaning should not cause damage to the flooring it is designed to clean.

I request that Dreame:

1. Investigate this issue urgently and determine which part of the robot could be causing the scratches.
2. Inspect the robot for any defect or design/mechanical issue that could cause floor damage.
3. Provide an appropriate replacement or refund if the unit is found to be defective.
4. Advise how Dreame intends to address the damage already caused to my flooring.

I have stopped using the robot for now to prevent any further damage. I can provide additional photographs/videos of the scratches, the robot, its underside, wheels and brushes, as well as my purchase invoice and serial number.

Please treat this as a formal complaint and provide me with a complaint/reference number and details of the next steps.

Hello,

The robot's design and materials would not normally cause scratches to your flooring.

The robot's chassis is made of ABS plastic, the mop assembly is made of composite materials, the side brush is made of nylon, and the driving wheels are made of soft rubber. These materials have undergone extensive testing in a variety of complex environments and, under normal circumstances, will not directly scratch or damage flooring.

If you have noticed scratches on your floor, we recommend carefully checking whether any hard debris has become trapped underneath the robot. For example, small stones, metal fragments, glass pieces, or other sharp objects may become lodged in the robot's underside. If this occurs, these objects could rub against the floor during cleaning and potentially cause scratches.

Please inspect the main brush, side brush, driving wheels, mop assembly, and the entire underside of the robot for any sharp foreign objects. If you find any debris, please remove it and monitor whether new scratches continue to appear.

If you have already ruled out the above possibilities, please take a photo of the underside of the robot and send it, along with the following information, to the email address below:

1. A photo of the underside of the robot
2. The robot's serial number (SN) from the label on the bottom
3. A copy of your purchase invoice
4. Photos showing the scratches on the flooring

This information will help us further investigate the cause of the issue and determine the most appropriate solution.

Thank you for your understanding and cooperation.

E-mail: aftersales@dreame.tech