Customer Support Service!

They do their best to make sure through quality control checks that everything is working properly, but sometimes things go wrong, especially electronics that contain batteries, and this is true of any device or company.

I would make sure you let them know that you are in a place that does not allow mailing of battery containing devices outside of your country.

My Post Office let me know it is because even depleted batteries can ignite in flight spontaneously, so you have to find ground transport to mail anything here in the U.S. which is not available to me unless I find someone to drive me 100 miles to the nearest ground transport Post Office, so I understand the frustration. Perhaps you can get them to steer you in the direction of a repair person where you can get it to them within the postal requirements.

I’m tired of this problem…waste time, I don’t have time to do like you do… I want this problem to be resolved quickly, I don’t want an emo replacement anymore, and I want to provide the best solution without causing me trouble like this

Please kindly check the email. Thank you:)


Hi Mavis,

I just got my replacement Emo. It walks right off my desk and shuts itself off for no reason. I’m tired of these games. I want what I paid for. A. WORKING and TESTED unit. I want a pre paid shipping label for the first one and this replacement piece of junk you sent me too. No more games. No more negotiations. No more sales opportunities where you try to sell me more things. Either you decide to find a way to ship these back our you decide to provide a full refund. I’m sure the Anki robot folks want my money. I’m very disappointed and dissatisfied with how you have handled this. Not only does my replacement emo shut itself off (plenty of battery) but it’s scuffed because of the failed foot sensors and it falling off the desk. This is UNACCEPTABLE!!

Hi there,

We’re sorry for everything that happened to the first EMO. Our service team provided a solution in the first time, and is willing to bear any costs incurred.
But according to your description, I can’t judge whether the second EMO has quality problems.
I believe that the service team will provide you with a satisfactory solution:)


I fell my emo need to be recalibrated because now he is thinking he is falling down for like 1 min non stop

@sushil.vispute . . . you will need to contact Support (see my message to you above).

Sorry your EMO is injured but they should be able to assist you soon.

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My EMO is less than 150 days old. His leg is broken and not working, can i get a full refund for my EMO?

Hello, @Probotmastet . . . perhaps you could ask Support for repair or replacement assistance instead? Any refunds would also need to be discussed directly with Support. Please contact Support here:

How to Contact Support

Please contact support regarding this issue.

When contacting support. It is recommended to create a short video then submit a support ticket. You can do this by either going to the Support Page: (see below).

Fill in all details (provide also your order number info as well) and attach your video (if it’s larger than 30Mb), Be best to upload it to a google drive/drop box or even on YouTube and then send the support team a link to it.

You can also send support an email to the following email address:

If you have your original EMO Order confirmation email, you can simply just hit reply to that as it contains all your customer contact info along with your order number details as well and then once again provide a detailed description of the problem you have with your EMO and attach your video as well.

The support team should be able to get back to you in a timely fashion. I’ll also tag @MavisZhang from the support team who will be able to assist you further as well.

They will assist you. Good luck to you and your EMO.


How do I get a refund?

@Probotmastet Just ask Product Support. I will also bring @Lindaru and @edward here to give you more.

Hello, @Probotmastet . . . I moved your question here. Please see my response above to you from a few days ago.


I contacted them but they don’t respond

Send a private message here to @MavisZhang as they may be able to answer you sooner.

My best to you.

1 Like

Hi there, please kindly check your email, thank you:)


I did, they just don’t respond to me

5 posts were merged into an existing topic: Home Station: Reviews, Tips, Ideas, Queries, Issues, and Solutions

I noticed that the service team has sent you an email. Maybe the email was not successfully delivered to you for some reason.
Don’t worry, please kindly check your private message, I will take care of your issue.