Panmi Warranty Service Question - Viomi S9

Tombsc on 21/11/2022 - 13:40

Hi all

I have a Viomi S9 that I bought from Panmi about 11 months ago.
Its battery has been progressively getting worse to the point that it runs for about 30 mins now before recharging itself to about 45% and going again, for less than 10 mins etc. It takes about 6 hours to clean my 100m2 floor these days.

It also seems to bang into walls and just seems less intelligent than it used to be.

So obviously something not right with it.

I've contacted Panmi who asked me to fill in a form, then call their service centre. I've done so, but their phone number (a mobile) just goes to voicemail. Does anyone have any experience with this company…will they call me back, should I keep leaving messages?

Thanks

Electrical & Electronics

Related Stores

Panmi Group Buying
Panmi Group Buying

Comments

  • spackbace on 21/11/2022 - 13:42

    @HanaLF is an active employee, hopefully they can help

  • Jimothy Wongingtons on 21/11/2022 - 14:09

    The battery on my one is pretty sub standard too actually, similar age to yours. Would be keen for you to share what they come back with as I’m sure many other members also bought around same time.

    I had just assumed batteries are not covered under warranty so just make do.

    • EmployeeHanaLF @ Panmi Group Buying on 21/11/2022 - 14:18

      yea some other brands only do 6-month warranty on the battery. We currently are doing 12-month warranty including the battery. If your device got problems please get in touch with our service centre and PM me if they didn't reply in time…

  • EmployeeHanaLF @ Panmi Group Buying on 21/11/2022 - 14:12

    Hi,

    Sorry for the inconvenience caused. Please PM me your ticket ID then I will contact the service centre to solve your problem asap.

    We set up the service centre last month to better support our product after-sales service. It could take some time to make the workflow smooth. Thanks for your feedback to help us improve and your understanding would be appreciated.

    Thanks
    Hana

  • Drakesy on 21/11/2022 - 15:31

    Is the vacuum speed stuck on 100%?
    That'll drain my battery pretty fast.

  • Tombsc on 21/11/2022 - 16:16

    Hi @HanaLF

    Thanks for the offer. I've heard back from the service centre and they have provided instructions.
    The only problem is the service centre is in NSW, I'm in VIC, and they want me to pay for shipping. This thing is big and heavy.

    I understand Panmi will refund the shipping fee IF they seem it a warranty claim, but that's a big IF, considering there is nothing to state what an acceptable battery degradation is for warranty.
    Seems like I could end up very out of pocket.

  • melb-matt on 20/12/2022 - 13:39

    Hi @Tombsc. Did you end up sending it in for a warranty claim? If so how was your experience? I’m in the same boat with a poor battery and also have the same concern of paying for postage and not getting it refunded. Thanks

  • quarkz on 20/12/2022 - 20:57

    My S9's battery crapped out at 13 months which I simply replaced myself without a warranty claim. Now at 17 months old the entire unit's laser sensor system has packed it in which causes the vacuum to spin in circles and run into walls at full speed. The main gear drive has also stripped which makes a god awful noise. It's a paperweight now and due to 12 month warranty supplier doesn't care. Get a refund if you can.

    • ozbreaker on 07/01/2023 - 16:02

      Where did you get your replacement from? I see lots out there but don't want to buy a substandard one

      • quarkz on 07/01/2023 - 16:03

        Just AliExpress. Purchased the cheapest I could find as wasn't sure if battery was the issue

  • acejas on 27/12/2022 - 09:36

    Similar issues right on 12 months: Battery needs to be recharged to complete house, very loud (gear drive?), cleaning ability was less.

    I was happy to try out at a great price from Panmi to experience using a robot vac in the price bracket ($500 - ozbargain deal). We would have been happy to keep using if there were no issues. I didn't contact support as the wife couldn't of handled being without one for too long and couldnt be bothered doing the process of raising a ticket - lol.

    I jumped on the Roborock S7+ ozbargain deal and couldnt be happier. OT - If you had have asked me 12 months ago I would spend $500 and now $1100 I would have said no way.

  • zeroman on 27/12/2022 - 17:03

    Yes i believe panmi battery lifetime is not as good. I can see my battery from cleaning the whole house usually finish at 50%. After 6 months, now my battery only left 25 months to clean the whole house with the same setting. This 25% of huge gap drop definitely will not be good after end of warranty.

    Notice too that, once it goes down below 20% the vacuum will go to recharge. but the program is not good, once it hit 50% it will immediately ask to clean the house again. They should update the program to calculate how much area require vs the battery require. if not the vacuum will goes back and forth to clean and recharge quite often. or just let it go to 100% again before start resume vacuum again.

  • WilhelmBargo on 07/01/2023 - 10:45

    Mine no longer charges at all. Deep regrets

    • binusam2007 on 21/01/2023 - 14:04

      Did you find any solution? Mine not turning on at all.It showing as being charged but I don't think so

      • WilhelmBargo on 24/01/2023 - 07:52

        Nah not yet, seems you can buy replacement batteries for ~$130 but I'm thinking I should just put that towards a Roborock

        • binusam2007 on 24/01/2023 - 11:01

          Me too, don't think it's related to battery at least in my case

  • EmployeeHanaLF @ Panmi Group Buying on 24/01/2023 - 12:04

    Sorry to hear that some of you guys are experiencing issues with the battery life of your Viomi S9 UV. We apologize for any inconvenience this may have caused.

    We have forwarded the concerns to the factory for further investigation and will bring more replacement batteries.

    If your device has a battery issue and is out of warranty. Please PM me your order ID and issue description. We will try our best to find a better solution for you.

    In the meantime, we recommend that you try the following when using the device:

    • Make sure that the device is fully charged before use.
    • Reduce the suction power when cleaning large areas or carpets.
    • Clean the dustbin and filter regularly.
    • Avoid cleaning large areas or carpets with a lot of debris.
    • dafergu on 07/02/2023 - 17:19

      Check your messages

    • Gman456 on 08/04/2023 - 10:20

      I am having the same issue but now I cant even turn it on to see if its battery issue

      Have only had mine for 16 months so seems very dodgy from the company…

    • ali92 on 10/04/2023 - 12:11

      I have the same issue and have sent you a message

  • sanglt on 14/02/2023 - 09:55

    I have the same issue. Look like the battery can't hold any charge. I have a voltmeter and the output from the dock is 14.x V but the robot can't turn on.

    I will get a replacement battery for the test, but with the replacement battery price is about $100 I'm thinking about getting Roborock.

  • kwchaz on 22/02/2023 - 12:29

    Having an issue here too, sent it in for repair, and it came back even more broken. Now no-one is getting back to me.

  • Jimothy Wongingtons on 24/02/2023 - 17:55

    Did anyone get in contact with @HanaLF and actually get a good resolution?

    Battery has been getting worse and worse, unit bought in 2021 from an ozbargain deal.
    Now flat out doing 15sqm at full charge and not having issues with wanting to return for charge..only to re-attempt without re-charging fully..

  • 0 0 0 on 09/03/2023 - 21:37

    Same issue here. Battery gets to 10% and robot docks mid cycle to charge. But the battery meter climbs super fast and is back up to 50% in about a minute. This then triggers the robot to go and continue cleaning which creates a vicious cycle of clean, charge, clean, charge….

  • 0 0 0 on 15/03/2023 - 20:25
    +1

    I've ordered this one
    https://www.dicksmith.com.au/da/buy/kogan-smarterhometm-lx10…
    Almost certain it is the same one but will confirm once delivered hopefully next week

    $37 delivered with Kogan First

  • bazz on 15/07/2023 - 11:32

    The battery is only half the problem, I have replaced my battery 3 times if I knew it was covered under warranty it would've gone back 6 months after I bought it. Mine is 18 months old.

    The real problem they also have is the wheels the gear mechanism keeps breaking, I don't have carpets and I have a small house for reference my OG Roborock runs rings around the Viomi S9 even with a battery 24 months older.

    The replacement wheel is now also playing up and it constantly gets jammed/stuck. Again it gets a very easy life in my use case scenario.

    If they can sort out the terrible wheels and improve battery life it would be a good unit.

    • charliebaba on 14/11/2023 - 22:07

      Feels like they cut cost on batteries, mine lasted 13 month

      • 0 0 0 on 15/11/2023 - 00:13

        Well they are BYD batteries. Hope the cars last longer!

  • stingyindian on 29/11/2023 - 21:37

    @HanaLF how can i buy a replacement battery for viomi s9 directly from panmi?

    Thanks in advance.
    Srikanth

  • hypie on 09/01/2024 - 16:17

    I thought i would add to this given it is a identical issue.

    I also purchased a Viomi S9, same issue as OP. Panmi has not responded to the last 4 emails and appears to believe Australian consumer law does not apply to them.

    For the others in the post, I would not be accepting the "it's a battery issue, not covered" as a response. The battery is built in and therefore it is unreasonable for a consumer to replace. This is a $500 vacuum and it is reasonable to expect no major faults to occur within 2-3 years.

    I would not recommend this business and suggest all other ozbargainers be careful (Panmi Pty Ltd).

  • vwrite on 12/02/2024 - 20:42

    Yeah… Th product is crap. Never will be rked the way a $500 product should.
    Battery, main vacuum fan, radar and what not has gone faulty.
    Have replaced battery twice. Seems they are playing with software… Battery is draining so fast.

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