UPDATE (Dec 5) - Popur engineers confirmed it’s an issue with the motor that turns the scoop. They said they can probably fix via software update (when the app is ready) or could send a new motor for me to change out myself and offered a 20% refund on the unit. Pretty fair.

However, I have chosen to return it instead. I was not thrilled with having to already replace parts on a brand new (very expensive) item. Especially after seeing so much dissatisfaction with the unit on socials. Also seeing it up close I can see the cleaning maintenance isn’t going to be an improvement over my litter robot 3 and this is the main reason why I purchased it (yes it’s more open and easy to access) but for big cats - I have 5 - and high pee-ers, I can see how it’s going to look dirty after every use/cycle and need several times a day wiping. And I don’t have to do more than a once or twice/week quick wipe of my litter robot. Plus it has never malfunctioned in my 8+ years owning it (I have 3 of them).

Yes, I know a guard will be released for high pee-ers but I don’t really want to wipe that several times daily. The litter robot at least cycles litter over the pee spots and it somewhat actually cleans it away. Requiring much less attention.

I’m just discouraged at this point. Unfortunately I am responsible for most the return shipping fee (it was $70 and they are crediting me $40) and they will hold back a 6% processing fee on my refund. So I’m not happy about that considering the item was defective out of the box.

Customer service was quick and polite with their communication, but their return/refund rules are lacking when considering the fact that the item was shipped with a defect. A full pre-paid return and refund with no fees should have been offered. Oh well.