Matrix 10 ultra mop transporter stuck

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Hi all, please can I have some advice on what to do. My robot is dead and cannot charge as the mop transporter is down and I cannot get it back up- meaning the robot can’t charge. As the robot is fully dead- I cannot get onto the app setting to try and reset it! Any idea?
Thanks in advance!

@Dreame Support

Hello, in this case, you may need to contact our after-sales service team or the seller for further assistance.

After-Sales and Technical Support
0808 502 1616
aftersales@dreame.tech
(Mon. to Sun. 9:00–18:00)

Update: as I got it through Amazon- I had to contact them to sort a replacement. The web chat says it’ll be guaranteed to arrive by Saturday (we’ll see as it’s Christmas!) and they’ll be back to collect the old one on the 29th…

Moral of the story- don’t allow it to remove the mop to hoover, carry it upstairs and let it do its thing on unsupervised without full charge!

Other than this fault- absolutely love our robot- does a good quality clean on hard-to-keep-clean shiny tiles and carpets! Very impressed with the quality- just a real shame we’ve had this issue! @Dreame Support

Dear Customer,

Thank you very much for your detailed feedback and for your appreciation of our product. We're truly sorry for the inconvenience caused by the issue with the Mop transport rack getting stuck.

Under normal circumstances, the app includes a “Mop transport rack” function. However, since your robot has powered off, this feature is currently unavailable. If you have another Dreame device at home with base station, you may try using that base to see if it can charge the Matrix 10 Ultra. If charging is successful, you can then reconnect the robot to the app and use the “Reset Mop transport rack” function.

We will pass your feedback on to our product team to help us continue improving the design and user experience. We're also delighted to hear that you're satisfied with the cleaning performance, especially on glossy tiles and carpets. We hope the replacement unit arrives soon and continues to provide you with a high-efficiency, hassle-free cleaning experience.

Should you have any further questions or suggestions, please don’t hesitate to contact us. We're always here to help.

Wishing you a very Merry Christmas!