X50 ultra

I have just bought an x50 ultra and it is doing a rattling noise when at work. I did take out the brushes to check if anything stuck but still doing and it and there is an overflow of water when washing up. I do not think this is normal for a brand new machine. Thank you

Hello,

When the robot passes over tile joints or transitions between different types of flooring, it may come into contact with these gaps while cleaning, which can produce a slight rattling or clicking sound. This is a normal phenomenon and will not affect the robot's performance or normal operation.

Regarding the water overflow during mop washing, we recommend cleaning the water outlet with a toothpick or a thin wire to remove any possible blockage. In addition, please check whether the seal on the dirty water tank is deformed, damaged, or out of position.

We hope this information helps.

I did check everything and all is in place. The water is on the floor underneath the doc station. I have damaged my hard floor from the water. What else can i do? I want to return it

Hello,

We sincerely apologize for the inconvenience this issue has caused, and we completely understand your disappointment and concern.

If the problem still persists after completing the troubleshooting steps above, we recommend contacting our after-sales support team for further assistance. When reaching out, please provide the following information:

The device SN (serial number)
Proof of purchase (invoice)
Details of the troubleshooting steps you have already performed

Our team will review the information provided and offer further support based on your specific situation.

After-Sales and Technical Support
Tel: 0808 502 1616
Email: aftersales@dreame.tech
(Monday to Sunday, 9:00–18:00)

Thank you for your understanding and support. We appreciate your patience and will do our best to assist you.