After-sales 2.1.1 Missed Cleaning on Pool Floor

Scenario Explanations:

the machine part of the pool bottom area did not go all over, resulting in underwater leakage cleaning, such as shallow water leakage cleaning, deep water leakage cleaning, etc.

Annotation:

1、Guide the user to describe the specific scene where the machine leaks cleaning, and provide video or pictures, as well as provide pictures of the user's own pool (in order to better analyze the use of the scene), then send it to the technical team for analysis and confirmation.

2、Invite the user to adopt Multizone Modeor customized mode to clean a few more times, and then check the effect.

3、If there is still no improvement, invite the user to try placing the machine in different locations to start cleaning.

Suggested reply direction:

"Thank you for reaching out to us. We appreciate your trust in our product and want to ensure you get the best cleaning performance possible. To help us better understand and address the issue, could you kindly provide the following details?

1. The robot’s SN (serial number) 

2. Which specific areas are being missed during cleaning? (e.g., curved edges, irregular surfaces, or certain corners) please provide some images of the specific areas where cleaning was unsatisfactory.

3. Photos of your pool and its surroundings (to help us assess the layout and potential challenges)

4. A short video of the device in operation (so we can observe its navigation patterns)

5. The robot’s activity logs for a detailed technical review.

Here is a guide to assist you in uploading the log:

【Upload the log】: Open the App--Enter the device --Click the “···” on the top right corner to enter the Setting page-- Click “Upload Log”

Once we receive this information, our technical team will carefully investigate and work on potential improvements. 

In the meantime, we recommend trying these steps for more thorough cleaning:

- Switch to ""Pro Mode"" for advanced path optimization in complex pool shapes.

- Use ""Multizone Mode"" to target specific areas that require extra attention.

Your feedback is invaluable to us, and we’re committed to resolving this promptly. Please don’t hesitate to share any additional details—we’re here to help!"