Trouver Power 11 Vacuum - battery dead within minutes - anybody else?

mshanann on 29/01/2022 - 13:31

I purchased the Xiaomi Dreame Trouver Power 11 Handheld Vacuum Cleaner 120AW 20000Pa deal for $99 back on 26 May from supposedly Xiaomi Australia on ebay

https://www.ozbargain.com.au/node/625781

At first, vacuum worked reasonably well. Now I would be lucky to get 4 minutes of runtime at medium voltage - and using the vacuum twice per week.

Looks like the ebay account has been shutdown.

https://www.ebay.com.au/usr/xiaomi-australia

Anyone else getting similar battery performance?

The vacuum itself works fine - just let down by the terrible battery life.

I guess you get what you pay for.

Home & Garden Cordless Cordless Vacuum Cleaner Vacuum Cleaner Xiaomi

Comments

  • Stopback on 29/01/2022 - 13:38

    Nah mine is working fine.

    Must of got a faulty battery bad luck.

  • Ash-Say on 29/01/2022 - 13:44

    Welcome to the group

    https://www.ozbargain.com.au/node/663046#comment-11693063

  • iNeed2Pee on 29/01/2022 - 14:26

    Mine is also fine, ig you have it at medium speed, it does the entire house easily. Top speed, uses battery fairly fast imo

  • brendanm on 29/01/2022 - 14:33

    Mines fine, medium lasts forever. You likely have a dud cell in the battery. Generally easily fixed diy if you are at all handy.

  • wiipantz on 29/01/2022 - 18:07

    yep been stuffed for weeks and getting tumbleweeds from the company

    • rightguy on 29/01/2022 - 22:57

      Have this exact same issue. But I bought it over Gshopper. Been messaging over the last few weeks with them there. They literally sent me a link to a listing on Aliexpress for a Russian battery which doesn't even ship here and told me they'd refund me if I bought it. I explained to them that it wasn't even available to be shipped to Australia. Now they're telling me they'll give me $40 back. I've made it clear that it's either new battery or new vacuum or full refund or I get my credit card to reverse the charge. It's crazy. This is Xiaomi. This is one of the largest electronics companies in the world and they don't have any spare batteries for a product they sold me a few months ago. I really like the vacuum cleaner but it's sadly looking like I'll be tossing it out soon after I get a refund for it.

      • kds123 on 29/01/2022 - 23:01

        Xiaomi products are great when they work and for the most part, they've been great for me.

        However, their customer service and aftersales is completely non existent.

        • rightguy on 29/01/2022 - 23:02

          It's nuts that they're asking me to source out a battery for their own product though. It's like I'm dealing with a mom and pop electronic store and not a billion dollar company. It's a shame as this is an amazing vacuum cleaner and I really don't want to bin it but what else can I do as it's not a stock battery that I can source anywhere

          • MondaySleeper on 12/02/2022 - 08:48

            @rightguy: @rightguy : Any progress on this matter, mate? I also got the same reply. Not sure if I should go down the charge reversal or just take the $40 refund they offered. As its more than 7 months now, I dont know if charge reversal will work. Paypal wont entertain claims more than 6 months.

            • rightguy on 12/02/2022 - 15:22

              @MondaySleeper: Do you pay with your credit card over PayPal or through your bank account? Credit cards don't have limits on it just sometimes you need to call to initiate it. I'm going to initiate a credit card claim if I don't hear back this week. They sent me a message saying that they were away with Chinese New Year but will get back to me this week. So I'll wait until the end of the week and then go to my credit card company if they don't.

              • MondaySleeper on 12/02/2022 - 15:49

                @rightguy: Yes, i used credit card through PayPal. My concern is that paypal may block me if i do a reverse charge as paypal is the immediate customer in the payment chain.

            • rightguy on 12/02/2022 - 15:27

              @MondaySleeper: Sorry just checked and they offered me $40. I bought two of them and neither of them work anymore it totaled $218. I won't accept a penny less. I've given them until the end of the week to sort it out or I'll just get my credit card to do a charge back and refund me. I'll let you know how I go with this.

              • MondaySleeper on 12/02/2022 - 15:53

                @rightguy: Agree, as you bought 2, your are losing almost $140. I hope they refund you.

                Once i hear back from them, i will try to open the battery and check if battery cell can be replaced.

                • rightguy on 12/02/2022 - 15:57

                  @MondaySleeper: Some guy already tried that and talks about it in this thread

                  https://www.ozbargain.com.au/node/663046#comment-11693063

                  Sallas on 23/01/2022 - 18:22 +2
                  Same issue as others reported.
                  Yesterday I pried open the battery pack and individually charged each battery using an external charger (OzBargain purchased Liitokala) at 500ma setting, taking over a day and a bit to charge - interestingly Liitokala indicated the batteries were already at 3/4 full to start with (despite the vacuum indicating flat).I then re-connected the battery pack to which the vacuum indicating 100% charged but still only found ~1min of vacuum use. I then re-pried open the battery case and checked the Voltage levels and found the first two at 3.2v (flat), the next 4 at 3.9v and the last one at 4.0v = total (series) 26.32V.
                  I was originally going to purchase some 3000mAh as replacements (thinking memory issue) but now not so sure given 5 of the 7 batteries, just by voltage levels alone, indicate there's plenty of charge? Nothing immediately presents being an issue from a visual inspection of the charging circuit.
                  Unfortunately the Liitokala model charger I own doesn't come with any refresh/capacity capability - however I connected alligator clips from the first (supposedly) flat battery to a headlamp to which resulted in bright light being emitted. Although this may not mean much given the current draw of an LED being far far less than the vacuum

  • John on 21/02/2022 - 11:51

    I just got Error 6 and battery wouldn't even charge. Bought it last May 2021 from ebay xiaomi-australia which is no longer a registered user. As others mentioned, after sales service is non existent.

    Thought I had a good deal with this vacuum, turn out to be just a gamble. Will stick with Dyson in future. At least you have more certainty there

    • BusMan247 on 04/03/2022 - 20:46

      Exact same story. Got 6 months out of it I guess, or just over, but at least it still looks good..

  • KevCol on 24/02/2022 - 15:42

    I also have a Trouver 11 displaying error code E6. The User Manual says contact "Service" to find out how to fix. Using the web address supplied in the manual you find their hotline is disabled. I was really impressed with this product before it stopped working. The plastic components fitted together beautifully and its cloth roller cleaned the floor well. I see they have a Trouver 12 out but it seems only available in China. I guess we will all experience E6 errors soon and have to throw away a good product.
    .

  • John on 10/03/2022 - 17:18
    +2

    For those with dead vacuum and could not reach the seller (eg. buying from ebay via xiaomi-australia). Try these steps:

    1. Try contact eBay and see if they can issue refund to you for failure to meet the product warranty support - obtain chat copy for this (or its usually emailed to you)

    2. If eBay declines, create a case on Paypal, which will ask for that chat copy as proof of attempt to resolve the issue directly to seller. Paypal will then let you contact the seller directly to the their paypal account - then take note of the latest date before you can escalate the case

    3. If seller doesn't reply within 5 business days (likely), or they do but does not meet satisfactory outcome within the date above - then escalate it, which will get Paypal to contact the seller themselves

    4. Wait until Paypal resolve the case for you

    In my scenario, Paypal has close the case in my favour and refunded me the full cost. Phew! I thought I've lost the money

    Best of luck

    • Booster on 19/03/2022 - 12:49

      Thanks for your input. I tried the above but when I sent the PayPal issue it got automatically closed as it had been over 6 months since the purchase of the item. Did you not have this issue? Think I'll be calling my bank for a charge back (if it's not too late).

      • John on 19/03/2022 - 16:59
        +1

        I didn't have this issue. When I raise the dispute my reason was "Significantly different to how it was described" and in my message I mentioned that it is below reasonable for a vacuum cleaner and that I could no longer reach the seller via eBay for warranty claim.

        • Booster on 19/03/2022 - 17:11

          I used the same reason and included details from eBay and too mentioned it's reasonable for an item to only last 10 months. But was an auto closure as it had been over 6 months from the transaction date. Therefore PayPal can't assist?

          In PayPal resolution centre - "Case status:Closed
          The case was closed because this transaction is ineligible for PayPal's Buyer Protection"
          Update on your case

          "We reviewed the claim(s) you filed on 19 March 2022. Unfortunately, we had to refuse your claim(s). Cases need to be filed within 180 days from the date of the transaction. The decision to refuse was made because the case was submitted after the 180-day deadline. Therefore, we can't offer a resolution for this matter."

          • John on 19/03/2022 - 17:43
            +1

            @Booster: Hmm. Odd. I'm surprised they don't at least get you in touch with the seller first like they did mine.

            • Trop on 20/03/2022 - 09:37
              +1

              @John: I also had my PayPal dispute closed for exceeding 180 days. They refuse to do anything.

  • KevCol on 18/03/2022 - 18:14

    Has anyone with an E6 error rebuilt the battery and fixed the problem? What does E6 error actually mean? Its a pity the manual neglects to tell us so we know whether it is worth the effort to fix the battery as that is hard work. The battery lugs are usually welded. Whilst drilling one out my battery ignited and spewed flames like a Roman Candle (if you are old enough to remember Guy Fawkes night) .

    • John on 19/03/2022 - 17:01

      In the manual it says that you have to contact the seller. And based on the seller message in the forums (who you might still be able to contact if you bought from GShopper) it is basically battery failure and it needs to be replaced. But their battery replacement suggestion can't even get shipped to Australia. You might as well ask for refund.

    • KevCol on 07/04/2022 - 17:45
      +1

      Follow Up: I removed batteries and all could be charged to 4.2V. Replaced them anyway with fully charged Samsung batteries and Trouver still displayed E6 error and would not go dispite being fully charged.
      It would seem some Trouvers fail to work because of defective batteries and will work if batteries are renewed, others with E6 error, have defective circuitry and it is a waste of time replacing batteries

      • dogcrapau on 10/05/2022 - 15:38

        Have anyone bypassed the circuitry to use other batteries or aftermarket bms?
        Hate to see the motor go to waste.

  • KevCol on 19/03/2022 - 17:38

    Thanks John but I seek contact with someone who has done some diagnostic research about the E6 error. Ie Rebuilt their battery, tried a good battery (from a functioning Trouver) in a Trouver with an E6 error, etc

  • Ford351 on 20/03/2022 - 15:54

    Same issue with my vac, it will barely last 5 minutes, which makes it useless. I sent a message to gshopper and will wait to see what they will do about it. Such a shame as I think the vac is really good. Since you cannot get new batteries for it I think most will end up in land fill which is disappointing overall.

  • espghia on 15/04/2022 - 11:35

    I got a part refund. Pity I wall-mounted it. Rookie error!

  • simonizmaster on 06/08/2022 - 19:48

    I have same battery issue… Anyone purchased the additional battery pack ?

  • GregFiona on 24/11/2022 - 14:50

    Same issue here. Any local seller we can buy a spare battery from?

    • scud70 on 06/01/2023 - 09:43

      yep having same issue now… was fine initially but now its lasts at most 5 mins (this is on setting 2)

  • greypotatobake on 29/01/2023 - 12:41

    Same issue here. My battery lasts < 10 seconds

  • Yorm8 on 06/02/2023 - 11:25

    Hey guys,

    I know and old thread. My battery is fine but the spinning head main attachment has stopped spinning. Is there anyone (in Perth preferably) who is willing to sell/ donate the rest of their trouver, if they're no longer using it/ has battery issues?

    Feel free to hit me up please.

  • Punkboy on 10/02/2023 - 09:31

    Batteries now available on Ali - only $209!
    https://www.aliexpress.com/item/1005001949464946.html

  • BellaWii on 25/06/2023 - 08:54

    Anyone know of an adapter to let you use your Ozito battery instead?

  • TigerWoops on 26/07/2023 - 12:18
    +1

    I found this and it has right voltage. AU$54.10 + Shipping: AU$23.88 = 77.98

    https://www.aliexpress.com/item/1005004938860779.html?spm=a2…

    I will open the case and see inside. Anyway it is rubbish and I will try to fix it. It looks new shit.

  • WT on 10/09/2023 - 12:51

    seems like the batteries go out of balance https://www.youtube.com/watch?v=bIMEJwoj-gY

  • TigerWoops on 11/11/2023 - 12:30

    I was thinking to buy new battery but… will think again…

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