Mobileciti Ignores ACL after Robotic Vacuum Fails Merely after 1 Year

L0n9 on 29/07/2025 - 20:17
Last edited 05/08/2025 - 21:07

Quick update on 5/8:

  • Mobileciti have gone full stealth mode – haven’t replied to my emails since 11/7, despite me waving the ACL around like a flag.
  • Roborock representatives reckon – 30 days return, 12 months warranty, beyond that you’re on your own mate. They even said “This is consistent with industry practices to balance service quality and operational viability” – basically designed to die right after a year’s service.

My $500 floor-sweeping buddy now expires like yesterday’s milk – one year on the clock and then bugger off. ACL? What ACL?

TLDR;

I paid nearly $500 for a Roborock Q5 Pro and used it for just one year before it croaked with an “Error 1” (LDS fault). Mobileciti’s only advice was “get it repaired yourself or buy a new one” - totally ignoring my ACL rights. Has anyone forced a retailer to honour ACL guarantees after they stonewall you? Cheers!

Full Story

I bought a Roborock Q5 Pro from Mobileciti for about $500 and it worked flawlessly until 12 months later, when it stopped working and flagged a laser distance sensor/motor error. I ran through every troubleshooting step. No luck.

When I got in touch, Mobileciti:

  1. Flooded me with questions (how it failed, any knocks, noise, software updates).
  2. Suggested generic fixes I’d already done.
  3. Pointed out my 12 month warranty had just run out.
  4. Told me to take it to a local repairer or stump up for a new one - like ACL doesn’t exist.
  5. Offered only to “contact Roborock” with no promise of a fix.

I’ve supplied all the info and sent two polite reminders over a fortnight - still nothing.

Questions for fellow OzBargainers

  • Anyone successfully enforced ACL on an out of warranty fault?
  • How did you ramp up the pressure when the retailer refused to budge?
  • Did you lodge with Consumer Affairs or the ACCC, or use a dispute resolution service?
  • Any other tips?

Cheers for any advice!

Electrical & Electronics Roborock Robotic Vacuum Cleaner

Related Stores

Mobileciti
Mobileciti

Comments

  • bobokingdom on 29/07/2025 - 20:38
    +6

    Contact Roborock for resolution (remind them about ACL if needed). https://roborockstore.com.au/pages/warranty-policy

  • BobHope45 on 29/07/2025 - 20:59
    +1

    Ive got a repair done 3 months outside warranty. My understanding is ACL is linked to the value of the item and the reasonable expected operational life associated with it. I pointed out that 2 years of operation for $2500 item is unreasonable.

    I ended up threatening to take it to the ombudsman and they then conceded

  • Hybroid on 29/07/2025 - 21:01
    +6

    Anyone successfully enforced ACL on an out of warranty fault?

    Yes, lots of people. That's why it exists. Did you specifically state you wanted a resolution under consumer guarantee? You need to explicitly state this, else they'll fob you off under warranty (which they're within rights to do so).

    Do you have written documentation of this exchange? If not, do so. If yes, now's the time to escalate with clear demands.

    Note ACL does not stipulate any timeframes and leaves things to everyone's definition of 'reasonable'. ACCC is not a dispute resolution service, they collate complaints and decide what to investigate holistically, not per issue.

  • Typical16-bitEnjoyer on 29/07/2025 - 21:10
    +6

    The thing about rights is that you have to enforce them if they won't play ball. Head to VCAT.

  • holdenmg on 29/07/2025 - 21:28
    +1

    I dunno if that warranty sucks or hoovers…
    Don't them brush you aside.

    • reactor-au on 30/07/2025 - 07:36
      +1

      What if they mop the floor with you?

      • bohn on 30/07/2025 - 08:48
        +2

        Then you dust yourself off, obviously.

    • ramb9 on 30/07/2025 - 09:34
      -1

      nothing sucks like electrolux

  • Aureus on 29/07/2025 - 21:37
    +3

    Told me to take it to a local repairer or stump up for a new one - like ACL doesn’t exist.

    Not even good stores will mention statutory warranties or ACL without being prompted. They hope that you will accept that your warranty has expired and move on.

  • askbargain on 29/07/2025 - 21:54

    I find credit card extended warranty to be much easier to claim.

    • reactor-au on 30/07/2025 - 07:37

      Usually only 12 months

      • jaygee on 11/08/2025 - 00:22

        12 months on TOP of manufactures warranty with the right card.

    • SecretSauce on 30/07/2025 - 08:52
      +7

      Mobileciti are the seller, as per the ACCC: Problem with a product or service you sold

      When a business sells a product or service that doesn’t meet basic rights known as consumer guarantees, it must offer the consumer a solution, such as a repair, replacement or refund.

    • trankillity on 30/07/2025 - 09:22
      +2

      I love when people are so confidently wrong.

    • happydude on 30/07/2025 - 11:16

      You really have not read them then.

      A manufacturer is never responsible to undertake a repair, refund or replacement The only thing they are required to do in the event of a ACL breach is provide you with financial compensation for loss in value.

      Plenty do repair or replace but it is not their statutory obligation to do so.

      • JimmyF on 30/07/2025 - 20:28
        -4

        You really have not read them then.

        Oh but I have

        A manufacturer is never responsible to undertake a repair, refund or replacement

        Oh but they do, I have had many successful ACL claims with the OEM directly.

        Mobileciti has no skin in this game, they are a seller who makes next to nothing on these products, they'll tell you to bugger off, you can kick and scream all your like. Funny that, which is what the OP is seeing.

        You can flog it harder if you want, but you're better to do go to the OEM who is far more likely to sort you out.

        A replacement vac from the OEM costs them next to nothing, while Mobileciti costs them near full price.

        • happydude on 30/07/2025 - 23:20
          +1

          No you haven't.

          they'll tell you to bugger off

          Which is a breach of s s29(1)(m)

          A replacement vac from the OEM costs them next to nothing, while Mobileciti costs them near full price.

          Completely wrong again. The retailer is indemnified by the manufacturer. see s 274

          Oh but they do, I have had many successful ACL claims with the OEM directly.

          Which is exactly what I said. They may do it, but there is no statutory obligation to. That obligation in on the supplier.

          • JimmyF on 31/07/2025 - 21:20
            -3

            @happydude:

            Which is a breach of s s29(1)(m)

            Best of luck proving that, and then getting it enforced if they don't want to play.

            • happydude on 31/07/2025 - 22:58
              +1

              @JimmyF: It's pretty easy if you actually understand the ACL rather than just saying you do.

              • JimmyF on 31/07/2025 - 23:11
                -3

                @happydude: As someone who has many repairs, I think I do. I just know which one offers far better results.

                Enjoy wasting your time taking them to xCAT.

                • happydude on 31/07/2025 - 23:17
                  +1

                  @JimmyF: Which as I said, is not a term of the ACL. They have no obligation to offer repair or replacement.

                  If you want to ask and you get a good result then good for you. But spouting off saying that manufactures need to offer repairs and that is where claims should be made to in the first instance is categorically wrong. That is not part of the ACL.

                  I also won't go to xCAT because it doesn't exist in WA. Magistrates Court has jurisdiction where I successfully made a claim against a manufacturer because what I actually wanted was financial compensation rather than a refund, repair or replacement.

                  • JimmyF on 31/07/2025 - 23:29
                    -3

                    @happydude:

                    If you want to ask and you get a good result then good for you. But spouting off saying that manufactures need to offer repairs and that is where claims should be made to in the first instance is categorically wrong. That is not part of the ACL.

                    Reading is hard, Regardless of what the law says, I said you get better results from the OEM than the middle man

                    You can flog it harder if you want, but you're better to do go to the OEM who is far more likely to sort you out.

                    You know this bit? The retailer has said no in this case, so the OP can keep flogging it to death and take them xCAT or whatever your state has and drag it out.

                    Or they could have a whinge to the OEM who in most cases will offer a repair/replacement without the hassle.

                    So you do you. In all my cases the OEM has sorted me out

                    • happydude on 31/07/2025 - 23:38
                      +1

                      @JimmyF:

                      ACL claims should be made directly with the maker

                      If you are asking the "maker" for repair or replacement then you aren't making an ACL claim.

                      If it works that's great. But you've missed the point completely.

                      • JimmyF on 31/07/2025 - 23:40
                        -3

                        @happydude: For a happydude, you love to dish out the negs. Time for a name update.

                        Don't bother replying, I added you to the special commenters list.

  • LongJohn92 on 29/07/2025 - 22:48
    +2

    I think my strategy for when I purchase one will be to hopefully price match through JB or Good Guys and purchase an extended warranty through them. I know my consumer rights are there, but I'd basically be paying to avoid an argument and not paying in time chasing up repairs etc.

    My robot vacuum has been going for six years, but once mopping and water gets involved, I probably wouldn't trust it would last as long as my original Xiaomi Gen 1.

  • p1 ama on 30/07/2025 - 00:34
    +1

    Roborock generally has decent support, I'd just try reaching out to them. Yes, legally Mobileciti is responsible, but if they already don't want to help, it's not going to be an easy or timely resolution for you to keep pursuing that.

  • EightImmortals on 30/07/2025 - 07:38
    +4

    FWIW this is a laser distance sensor error, the spinny thing at the top. I had the same error a couple of months into owning the Roborock S7 max. It was just a bit of crap stuck in the spinny bit, was a 5 minute job to pop the cover and clean it out. If you don't seething and the unit spins freely it might be a different problem, (I've also has crap stuck in the hole that the laser looks out of, easy fix with a q-tip. The LDS is about 50 bux on Aliexpress if you don't have a win and need to replace it yourself. It's a pretty easy job for anyone with a Phillips head screwdriver. :)

    Now, cleaning the dust out of the edge sensors on the other hand……

    • skid on 30/07/2025 - 10:36
      +1

      That is right. In addition, if the LDS stops spinning and it looks clean, that means the motor has (nearly) died. Replacement motors are $7 on AliExpress and easy to swap out.

      • JSONBourne on 12/08/2025 - 15:58

        Then you're responsible for opening it up and voiding the warranty, I'd say this would be a last resort but still a good one.

  • tz001 on 30/07/2025 - 08:08

    The ACCC is not an option. Read their home page. Consumer Affairs or whatever they are called in your state will give you advice and maybe put in a phone call. xCAT is where you go to lodge a case. You'll need to spend a few hours writing up your claim, and pay the lodgement fee, and serve the paperwork on Mobileciti. I would exhaust your other avenues of contacting the manufacturer direct, and self-repair. You're not in the wrong, but for the time and money spent it might be the practical options that are best.

  • Drakesy on 30/07/2025 - 12:18
    +1

    Just go straight to Roborock rather than by adding a second middleman.

  • kaybrr on 30/07/2025 - 12:50
    +2

    Did you turn it on/off?

  • Uncle Roger on 30/07/2025 - 13:20
    +2

    Just finished my drama with Dreame, similar situation to you… this comment is really what was super helpful in getting em to listen

  • 0n9 on 05/08/2025 - 21:08

    Quick update on 5/8:

    • Mobileciti have gone full stealth mode – haven’t replied to my emails since 11/7, despite me waving the ACL around like a flag.
    • Roborock representatives reckon – 30 days return, 12 months warranty, beyond that you’re on your own mate. They even said “This is consistent with industry practices to balance service quality and operational viability” – basically designed to die right after a year’s service.

    My $500 floor-sweeping buddy now expires like yesterday’s milk – one year on the clock and then bugger off. ACL? What ACL?

    • JSONBourne on 12/08/2025 - 15:58
      +1

      Sounds like you need to actually start with your bite. Take them to the Ombudsman/ACCC or lodge a VCAT claim.

  • Jazza2400 on 10/08/2025 - 14:03
    +2

    Can someone explain why Mobileciti would act the way they are?

    They sell these for $500/pop, making likely 25% margin so $400/wholesale
    Those that return are faulty, they lose the profit and then send back to manufacturer with details of fault. Manufacturer returns the $400 and takes it up with non-existant QA department .
    Manufacturer then might have a pile of them with similar faults that can be assessed, and those that come to function are resold 2nd hand with limited warranty for discount?

    OR

    nobody can be arsed when shit goes wrong because no money is made?

    Would love some insight from anyone in the industry as with Construction if it's effed we need to redo it, can't hand over a road to the state if it's going to fall apart in 12 months time.

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