MOVA Z60 ULTRA ROLLER COMPLETE

Good evening,

I have a question for you: have you also experienced issues or errors with the central brush of the robot vacuum/floor mop, model: MOVA Z60 Ultra Roller Complete?

The dedicated app, which I downloaded just last week (the latest version), keeps notifying me that: “Some objects may be wrapped around the main brush; remove the main brush to clean the bristles and bearings.”

Although I’ve cleaned it several times—removing the brushes from their mounts, checking that they rotate smoothly, and reassembling everything—I realized, when I looked down to see if the central brush was spinning after resuming the cleaning cycle, that it remains stationary and motionless.

I reported what happened directly via chat and email to customer support, who told me they had forwarded my issue to the relevant team; but still nothing. And after sending several photos and videos, even after another cleaning, the robot continues to flag the issue while the central brush remains stationary.

Has anyone else experienced something like this? And if so, how did you resolve it?

Thank you in advance

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Good morning,

After sending the robot in for service about a month ago—to MOVA (Poland)—it was returned via UPS just yesterday.

Apart from finding it dirty and wet (both the mop and both tanks—clean and dirty water), and after cleaning it and resetting it, with the new firmware update 4.3.9_35050, the problem remains the same.

When it’s vacuuming, the main brushes remain stationary, causing dirt, dust, and hair to accumulate under the robot; furthermore, once vacuuming is finished and the mopping program begins, not only does the mop get dirty, but the base station also gets dirty when it returns.

This is just not right. I’m now back in touch with customer support, with the robot practically unusable, after an investment of €1,000.00 that lasted less than a month.

I really hope they can resolve this either by providing a new robot or by refunding the payment. As of today, I am DISAPPOINTED but also very UNHAPPY with MOVA’s customer service.

Hello,

Thank you very much for your detailed feedback. We sincerely apologize for the inconvenience and frustration this experience has caused you. This situation clearly does not meet MOVA’s standards for product quality and after-sales service, and we fully understand how disappointing it is to have the issue remain unresolved despite multiple communications and repair attempts.

To allow us to further investigate your case and prioritize the follow-up as quickly as possible, could you please provide us with the following information?

1️⃣ The device serial number (SN)
2️⃣ The service ticket number you received when contacting customer support

Once we receive this information, we will promptly submit your case to the appropriate team for a comprehensive review and actively push forward a suitable solution to ensure your issue is properly resolved.

You may send the above information to us via private message so that we can assist you more efficiently. Thank you again for your patience and understanding—we will do our utmost to follow up on this matter.