Contact Neato Robotics Support

by Theajus

The vacuum itself does a great job in terms of cleaning and navigation, but this app is absolutely awful. It constantly shows an “updating new map” notification whenever I want to start the vacuum, and stays on that screen for 15-20 minutes—sometimes longer. More times that not, I’ll also get an error notification without any explanation as to what might be the problem. On the days that I can get past those app issues and actually run the vacuum using the “invisible lines feature”, occasionally it’ll just drop the WiFi connection and stop vacuuming in the middle of a room. All of these things combined make this vacuum more of a hassle than manually vacuuming myself. It’s clear that the vacuum had a lot of potential, but after Neato was purchased by a larger company, it’s blatantly obvious that they have no intention of fixing the bugs on this app (considering they have recently responded to several reviews without addressing any of the problems many people have mentioned). They’ve also recently come out with a new line of robotic vacuums (under the same Neato name), and have a separate app solely for those new products. Absolutely 10/10 would NOT purchase a vacuum by Neato ever again, solely based on how poorly this app was developed and maintained.

by RDHLCSW

This review has nothing to do with the actual vacuum cleaner, which works really well. The problem is entirely with this app which continuously drops connection to the Internet requiring frequent re-boots. I’ve had the vacuum for over a year and probably have to reset it at least once a week. I have no problems with connection to the many other devices I have in my home. I have a very strong Wi-Fi connection. This app is definitely the issue. After the latest update, it dropped connection to my vacuum as usual. I have been unable to get connected again. As you go through the steps to establish connection, I was able to connect the vacuum after following the set-up instructions. The next step, the app does not even show my router or any other router. My phone, computer, TV and everything else has a connection. I manually typed it in and then it will show up. At this point, I think I’m home free but I cannot get past the part where I name the vacuum. I typed in the same name I’ve used in the past and it stalls.

Don’t waste your money getting a Connected vac because you really get very little use out of that part of it anyway. Just buy the best vacuum and don’t worry about the Connected features. Until they over hall this app entirely it is not worth it’s time.

by Yah Copo

Crazy to just stop supporting your customers that have been using your product the longest. The app is making the hardware obsolete with bugs, dropping saved maps, losing Wi-Fi and being unable to reconnect.

Most often the failure occurs for me if Wi-Fi goes down. If I have to reconnect my vacuum to Wi-Fi the app UI makes it impossible to do so. Do you really think someone would purchase a new and more expensive botvac just to use your new app? Why would anyone upgrade to a new Neato botvac to use your new app when their experience with this one is so bad? The “new” app has just as bad reviews and people see that.

When my Neato is completely useless (and I can tell that will be sooner rather than later) I’ll buy a different brand. Would never give Neato any more money when other brands show they actually support their products and customers. Fix this app and you may salvage some customers, if not they will move on to better brands like iRobot, Robovac, and Roborock. It’s clear these companies have widened the gap in quality and support and left Neato behind. I’ve convinced several friends and family members to buy robot vacuums and never recommend Neato based on my poor experience with the app.