Good morning.
Dear Neato/Vorwerk Customer Support,
I must reiterate that the proposed “manual mode” solution is not acceptable, as it fundamentally alters the nature and functionality of the Neato D10 Intelligent Robot Vacuum that I purchased.
1. Loss of Essential Features Originally Advertised
The Neato D10 was sold as a smart, connected appliance, and its core functionality explicitly depended on cloud‑based services. With the shutdown of these services, the device can no longer perform several essential functions that were part of the commercial specifications at the time of sale, including:
• Remote activation
• Floor‑plan setup and management
• No‑clean zone configuration
• Cleaning status notifications
• Blockage alerts
• Tank level alerts
• Charging status alerts
Without these features, the Neato D10 is no longer the product I purchased.
It has been reduced to a basic manual vacuum, which is not what was advertised, marketed, or contractually promised.
2. Violation of EU Consumer Protection Law
Under EU Directive 2019/770 on digital content and digital services, which applies to smart devices relying on cloud connectivity, traders must ensure:
• “The digital elements remain in conformity for a period of time that the consumer may reasonably expect.”
• “Updates, including security updates, are provided for the period of time the consumer may reasonably expect.”
• “The seller is liable for any lack of conformity resulting from the integration of digital content or digital services.”
By discontinuing the cloud service an integral part of the product the device is no longer in conformity with the contract of sale.
Furthermore, EU Directive 2019/771 on the sale of goods states that goods with digital elements must:
• “Remain in conformity with the contract for the period of time the consumer may reasonably expect, given the nature and purpose of the goods.”
A smart robot vacuum that loses its smart functions less than a year after purchase clearly fails this requirement.
3. Violation of Italian Consumer Law (Codice del Consumo)
Italian law, which implements the above EU directives, is equally clear:
• Art. 128–135 of the Codice del Consumo require that goods remain compliant with the contract for a reasonable period.
• Art. 130 states that if a product becomes non‑conforming, the consumer is entitled to repair, replacement, price reduction, or full reimbursement.
• Art. 135‑septies (implementing Directive 2019/770) explicitly covers goods with digital elements and requires that digital services essential to the product’s functioning remain available for the expected lifespan of the product.
Since Neato/Vorwerk publicly committed to maintaining cloud services and spare parts until 2028, this forms part of the contractual expectations under Italian law.
4. Reasonable Expectation and Reliance
I purchased the Neato D10 in 2024, relying on the explicit assurance that cloud services would remain active until 2028. The device has been used for less than a year. The sudden removal of essential smart features:
• breaches the reasonable expectations of durability and functionality,
• contradicts the assurances provided at the time of purchase,
• and materially changes the nature of the product.
5. Request for Reimbursement
Given the above, I must insist that the proposed “manual mode” workaround does not restore conformity, nor does it compensate for the loss of essential features. The device no longer performs as advertised and no longer meets the legal standards required under EU and Italian consumer law.
For these reasons, I am formally requesting a full reimbursement for the Neato D10.
I trust Vorwerk will honor its obligations under EU Directive 2019/770, EU Directive 2019/771, and the Italian Codice del Consumo, and provide a fair resolution.
I look forward to your response.
Kind regards,
Stefano L.
