Just as a warning to anyone thinking about buying anything from Trifo in the future, I wouldn’t do it.
Consider their devices to be disposable. They have great customer service during the warranty period but after that, they do not offer any help at all even when it’s their fault. For example, they can disconnect your vacuum from their network so you cannot use the app. If it’s after the warranty, they refuse to help. I eventually did get them to fix that problem after I told them I will be on a campaign to stop people buying Trifo products but you shouldn’t have to threaten people to get them to research an internal problem.
They do not sell replacement parts like batteries. After determining my unit was out of warranty, they offered me a $100 coupon off a new overpriced unit off their website and stopped any help they were about to offer. I say overpriced because you can get one from meh between $99 and $129.
This is the email text I received before I advised them of my future actions to discourage people buying their products. Keep in mind, they had a problem on their end causing my vacuum to drop off the application.
Apr 8, 2021, 11:31 AM PDT
Thank you for your patience.
Upon escalating your issue to our developers, they
noticed that you purchased the unit in January 2020,
which means you’re past the one-year warranty
window. If the troubleshooting steps that we initially
provided don’t work, unfortunately, we can’t provide
repairs. They said our Ironpie units have been phased
out since March last year and now we only offer
replacements for those who are still within the warranty.
We also don’t sell batteries, motors, and wheels since
we don’t encourage self-repair for your safety. For your
case, we would love you to try our new products so we
are offering a $100 discount code if you purchase other
products on our brand store. Please let us know if you
want to proceed with this offer.
We apologize for this inconvenience and we appreciate
your understanding about this issue. We are eager to
hear from you.
My reply that caused them to look into it deeper and finally fix the problem.
Thank you for the coupon offer but I will pass. Now that I know your company does not have any after warranty support, there is no way I would ever purchase a product from you again. Imagine a car manufacturer that stops selling parts after the warranty expires – nobody would ever buy the cars. Even companies against the “Right to Repair” movement such as Apple and John Deere will still service products outside of the warranty period. Of course it may cost the end consumer for the service but they don’t refuse to help just because it’s outside of the warranty period. That is ridiculous.
How often do people need to replace wheels, batteries, or motors within the first year? I would imagine zero and it would be more than a year later that the rechargeable battery fails. If the battery needs replacement more than once a year, then that’s another issue. Even Apple will replace batteries in their phones years after the purchase date. And that’s from a company that is against consumers fixing their own products.
You state that you don’t sell replacement parts or encourage self-repair for my safety. If I am legally allowed to replace the brakes on a 4,000 pound car that is capable of killing other people, I can certainly replace a battery without hurting myself. Replacing brakes on my car or wheels on a vacuum, which seems more dangerous?
I will now be on a campaign to warn other consumers to stay away from your products because they should expect them to be disposable instead of repairable. Even if nothing is wrong with it, your company will remove the device from their phone app in a planned obsolescence manner to encourage them to buy a new one instead of seeking out help with a defective product. Thanks but no thanks.
Their final reply:
Apr 9, 2021, 10:06 AM PDT
Thank you for your patience and for your feedback. We’re very sorry for the inconvenience. This is not what we want you to experience, We are hoping we can still turn things around to resolve this to your satisfaction
We have received an update from our technical team. Our US servers had a short breakdown which resulted in some users getting disconnected from the network. This has been resolved. Please restart your robot and you may now continue using the app to control your vacuum to clean.
Hope this information helps. If the problem persists please let us know.