I purchased this because I like to do quick 1 and 2 night getaways and I wanted to make sure my cats litter was always clean for them. I initially purchased the LR 4 Starter Bundle with the extended 3 year warranty on 9/3/22. Item shipped approx. 6 weeks after order and according to LR, the 3 year warranty starts on the day the unit ships. Mine shipped on 10/21/22 (received 4 or 5 days later). My whole unit was finally replaced in June 23 and promptly broke after a few months. I had tried getting help in April of 24 but they never responded back. I knew my 3 year extended warranty was expiring so I figured I would get the parts replaced so I can give it to an enemy of mine (I can't sell this to someone in good faith). I called in today 9/25/25 and after being on hold for 15 minutes with the recording telling me I am the first person in line I was connected with Monique. Prior to connecting with Monique, I was going to ask if they would give me a discount so I could upgrade, (thinking maybe this is an issue unique to the LR 4 model) but after dealing with how LR has their CSRs do customer service, it is better to never have to deal with them again. For almost 40 minutes (total call time including "you are 1st in line" was 54m 34s) I had to deal with Monique requiring that I read her the numbers on my LR power plug (black writing on black plastic) because I might be using the wrong power plug, checking that my outlets are sufficient to power the unit, reading her the SN on the back base of the unit (it is supposed to be on the app but the app never worked with the 2nd unit even after uninstalling and reinstalling the app 3 times) and then have her tell me I do not have a warranty that it expired on 9/7/25. I told her no, the cat litter shipped on 9/7/22, the unit shipped on 10/21. She then proceeded to tell me that they had no record of my warranty and they also had no record of any past communication with me on my original order. One of the very first things she asked me for within a couple minutes of being on the phone was for my email address. She acted like she found my account, so to say she can't find any communication on my account is highly suspect. Luckily I never deleted their emails, so I had to provide her pictures of the email from 10/21/22 that showed the order date, the tracking numbers and what was in the shipment. If I wouldn't have kept that, I would have been up a crick with them. She made sure to "connect" my accounts so that my warranty through 10/21/25 would show for the next CSR. I appreciate the honesty that she knows I will probably have another warranty claim within 3 1/2 weeks. She knows their products apparently. She told me she would order me a new base, a new bonnet and a power cord and have them shipped to me. She then instructed me to throw away the other parts. I told her I wanted a shipping label (free under the extended warranty) so I can ship their broken parts back to them. I am not paying to trash the trash products that they sent me. she then reminded me it is a $ 75.00 charge if I send it back dirty for them to throw away lol. It will be clean enough for Monique to eat her dinner off of it.
Word to the wise, there are other products with presumably better customer service out there. I understand a business wanting to make sure it is not working but I don't know any other business that needs to waste so much of their customers time to do it. I gave birth quicker than any of my interactions with them have taken. I only bought this because it was highly recommended to me by a friend that owns 2 LR 3's. We are no...
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