Z60 Ultra Roller Complete – serious main brush failure + no support on tickets #463515, #463654, #465229

Hello MOVA Support,
I am posting publicly because I have now exhausted the normal support channels and I am extremely disappointed with the lack of assistance.
My MOVA Z60 Ultra Roller Complete is currently unusable due to a persistent “Main Brush Wrapped / Main Brush may be tangled” error.
I have already opened three support tickets: #463515, #463654 and #465229. I have not received any meaningful technical assistance or solution. For some of these tickets, the only message I received was the automated “How would you rate the support you received?” survey, despite the problem never being solved.
I also contacted MOVA separately by email on September 30, 2026, regarding the same issue, and received no useful response.
At this point, the lack of support is becoming as frustrating as the product failure itself.
I have already performed all reasonable troubleshooting:
- removed and thoroughly cleaned both DuoBrush rollers;
- checked the bearings and brush ends;
- checked for foreign objects or obstructions;
- confirmed that the brush mechanism can rotate freely by hand;
- restarted and power-cycled the robot several times;
- power-cycled the base station;
- cleared the MOVAhome app cache;
- removed the robot from my account;
- performed a complete factory reset;
- configured the robot again from scratch;
- did not restore any previous map, backup or settings.
Nothing changed.
There are also two distinct abnormal behaviours:
1. The DuoBrush rollers do not start rotating normally during vacuuming, and shortly afterwards the robot reports the Main Brush error.
2. The main brush lifting mechanism is capable of moving, because I can clearly see the complete main-brush assembly lifting when the robot returns to the dock. However, during Mop Only operation the main brush remains lowered and physically drags across the floor.
This second behaviour directly contradicts the Z60 Ultra Roller user manual, which states that during Mop Only operation the robot should lower the roller mop while lifting the main brush and side brush.
Therefore, this is clearly no longer a simple “clean the brush” situation.
The symptoms point to a possible fault involving the main brush drive system, position control/feedback, actuator control or related electronics.
I have also found other Z60 users on this forum reporting very similar Main Brush errors despite clean or even newly replaced brushes.
The robot is very new, has only had normal household use, and is now effectively unusable.
I am asking MOVA to please stop sending generic troubleshooting responses and assign this case to an actual technical/after-sales representative.
I would like a concrete warranty resolution: repair or preferably replacement of the robot unit. The docking station is functioning correctly, so there is no technical reason from my side to replace the entire docking system.
Please check tickets #463515, #463654 and #465229 and let me know who is taking ownership of this case and what the next step is.
I have been patient and have spent considerable time troubleshooting a brand-new premium product. I now expect MOVA to provide the after-sales support that should come with it.
Thank you.

TranslateView Original Text

Hello, thank you for your feedback. We have forwarded your case to our email support team. As we are currently on holiday, replies may be delayed and we appreciate your understanding. We will follow up to push the progress shortly, please keep an eye on your email inbox.