Scratching my Floor Up

Hi,
I recently purchased your L40 Ultra Vacuum and have used it about three times. Unfortunately, I’ve started noticing permanent round scratches across my wooden floors—on both the first and second levels of my home.

This is very concerning, as the vacuum was advertised as safe for hardwood surfaces. I’d appreciate your urgent assistance in resolving this issue. Could you please advise on next steps, including whether this is a known issue, and what support or compensation is available?


Thank you,


What part would scratch the floor ? I’m gonna try and take it off of mine.

Hi,

Please try the following troubleshooting:

1. Our machine uses a rag made of composite material, the side brush is made of nylon, and the drive wheel is also made of soft rubber. These materials will not scratch your floor. Please check whether there are any hard objects sucked into the bottom of your machine. If there are sharp objects at the bottom of the machine, there may be a risk of damaging the floor.
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2. It is recommended that you use the method of sweeping first and then mopping, sweeping the dirt on the floor first, and then mopping the floor after sweeping. If there are sharp objects, it is recommended to dispose of them in advance, so as to ensure that there are no sharp objects at the bottom of the machine to damage the floor.

If the issue remains unresolved after completing the above steps, please contact support.na@dreame.tech for further investigation and assistance.

Could those scratches have been done with the floor refinisher before they were sealed? They look like they’re under the sealant layer. I don’t see anything on mine that could possible scratch the floor.