iRobot understands that sales and support are one.

In recent weeks I’ve been working hard at cleaning my apartment, throwing things out and simplifying constantly. My hope is that if I really manage to throw out stuff, organize and streamline I’ll be able to keep the place in better shape consistently.

So far, so good.

That said a big part is just general cleanliness. To which I owe much of my help on my Roomba 530 cleaning robot.

I’ve had the little guy for around 3 years and have gotten used to doing routine maintenance to clean it and keep it running smoothly. However, recently one of my brushes broke. It’s completely removable so I decided I could just order a new one and install it myself.

However when I went to the site they didn’t have the brush I needed (6 bristles for a 500 series). I figured it had to be there, I was just missing something. Confused, I called their sales line to attempt to order the proper part.

When I got the rep on the phone he immediately introduced himself and asked for my name. I explained to him that I was having this issue with my 530 and I couldn’t find the proper part. He apologized and informed me that it was a common issue and that the part had actually been redesigned to a stronger three brush design and knew exactly which part I needed.

A few moments later I had ordered the parts I needed (and some extra filters) and I was off the phone with the receipt in my inbox.

Sounds pretty simple right? Here is what stood out for me:

• The employee lead with a friendly greeting that did not at all seem forced. He didn’t at all seem annoyed that I didn’t know what part I really needed.
• I was calling sales with what was essentially a support issue and he was able acknowledge my concerns, tell me why I was having trouble and offer me a solution in a matter of moments.
• The transaction was fast! I spent no time on hold, I was on the line, speaking to someone and had everything resolved in less than 5 minutes.

Too often these days companies separate their sales and support to a degree that one department cannot assist you with both without transferring you. In my experience today it was no trouble at all. The employee was clearly spoken and genuine. You could tell he was not reading from a script, he had his own friendly personality showing through. The experience did a lot to impress me with their company, obviously so much so that I felt to write a blog entry. I will happily recommend them to friends and family now too. Other companies could learn a thing or two from iRobot.

Thanks iRobot!