Robot Service Map.

Field Notes

Service-intent repair paths and verified service facts from the field. Field Notes document what actually happens when a robot needs service in Europe — the routes, the gaps, and the documented providers. Every entry carries a source and a check date; where we could not find a documented fact, we record “Not published” rather than guess, because a gap in the record is itself a buying signal.

The structural findings so far

Across three research batches — 27 robot brands, eight country service ecosystems, and ten model-level service cards — the same patterns keep repeating. They shape how we read every warranty page and service listing that follows.

1. Warranty transparency follows the business model, not the headquarters

The clearest warranty terms do not come from the biggest or best-known robotics companies. They come from brands that sell directly to consumers: Segway Navimow publishes a parts-level warranty down to “blades are not covered,” Roborock separates mower bodies from batteries by model, and Narwal states a two-year EU/Switzerland term aligned to statutory rules. The least transparent are the project-delivery humanoid companies — Figure, Apptronik, Sanctuary AI — whose public pages publish no warranty terms at all, because service terms travel inside the sales contract, not on the website.

The pattern: the more a brand sells to enterprises as projects, the less it publishes; the more it sells to consumers as products, the more it publishes. For a buyer, that means a blank warranty page is not neutral — it is a signal about how that vendor actually sells.

2. Chinese manufacturers are splitting into two service generations

Chinese robotics is no longer one service posture. A new generation writes concrete, checkable service commitments into official documents: AgiBot publishes a 30-minute first response and a seven-working-day repair-action window, with a full-unit replacement fallback; EngineAI publishes a flat on-site rate of $500 per engineer per day plus travel, and DDP prepaid spare-parts shipping for overseas customers. An older generation still says only “return to the factory” with no explanation — the posture Unitree and Deep Robotics retain for their consumer-facing products.

This split is a 2026 timestamp. The difference is not geography or product category — it is whether the vendor has decided to put its service promise in writing. We record both generations on equal, factual terms.

3. Spare-parts lead time is the industry-wide blind spot

Of 17 brands in the second research batch, 13 publish no spare-parts lead time at all; at model level, 8 of 10 models in the third batch publish none. Only a handful state anything usable: AgiBot commits to a repair action within seven working days after remote diagnosis, and Unitree’s general policy states replacement parts ship within 20 days of receiving the faulty unit. For a European buyer this is the single most expensive unknown — a robot is a production asset, and “who repairs it” matters less than “how long until it runs again” when the answer is a China-sourced part.

We therefore keep a dedicated “Not published” column for spare-parts lead time. A blank in that column is more useful to a buyer than any editorial opinion, because it tells them exactly what the vendor has not committed to.

4. On-site service barely exists in this industry

Across the ten model-level service cards in the third research batch, nine models publish no on-site service option, and the one that is explicit — Unitree G1 — states “no on-site service” outright for its terminal products. The only vendor we have found that puts an on-site price in writing is EngineAI, at a flat $500 per engineer per day plus travel. For a buyer planning a fleet deployment, this is the single most important line in the whole record: a robot is not like a photocopier, and the on-site technician you assume will come does not, for the overwhelming majority of models.

5. Terms are one thing; execution is another — and the gap is measurable

The widest gap between a published warranty and its real-world delivery that we have documented so far is Dreame: regional pages claim a two-year warranty, while Trustpilot carries a dense, dated record of in-warranty repairs dragging on — one user logged 24 days, eight support staff, and six tickets with zero resolution. Narwal shows a milder version of the same pattern: an EU-aligned two-year term on paper, but user reports of “repair, never replace” and a post-repair warranty of only 90 days.

This is why Field Notes records execution, not just terms. A warranty page is a promise; a dated user record is a delivery history. We report both, and we do not let a polished terms page stand in for evidence that the promise is kept.

Model-level findings worth knowing

The ten model-level service cards produced the first specification-level verification for several widely-sold machines.

  • Unitree G1 — the official spec sheet states an 8-month warranty for the base version (18 months for the EDU version), the shop states it accepts no returns at all, and a spare battery is priced at $700. The practical path for a European buyer runs through distributor RobotShop EU (€27,830 including factory warranty) rather than the manufacturer, because the factory route is return-to-China with no on-site support.
  • Segway Navimow — the only consumer robot in the eight-country record with a direct-to-country official store (Belgium, be.navimow.com), backed by a two-year body / one-year battery warranty and an EU-only extended warranty with a 60-day activation window.
  • AgiBot A2 — the most complete parts-and-response commitment of any Chinese humanoid we have documented: 12-month warranty, 30-minute first response, repair action within seven working days, free in-warranty parts, and whole-unit replacement as a fallback.
  • Dreame — the execution gap documented above; the service page must report the Trustpilot record, not just the two-year claim.

Service coverage, tier by tier

Our labels classify what is publicly documented, not what we hope or assume. The research batches sorted as follows.

  • Authorized tier (EU entity, in-house, or official network): Boston Dynamics (first European office opened October 2025 in Germany, service localisation underway), PAL Robotics (Barcelona factory), NEURA Robotics (Metzingen, Germany factory), Segway Navimow (Belgium official store).
  • Pre-order / distributor tier: Fourier, AgiBot, UBTech, Ecovacs, Dreame, Roborock, Narwal.
  • Marketplace tier: LimX Dynamics, Deep Robotics, EngineAI, Unitree G1, Booster T1.
  • No EU service point documented: Figure AI, 1X Technologies (EU delivery not before 2027), Apptronik (project deployments only), Sanctuary AI.

Facts we could not document — and why that matters

The following are not failures of our research; they are the vendor’s own publication gaps, recorded verbatim as “Not published.”

  • Spare-parts lead time: Not published for 13 of 17 brands in batch two, and for 8 of 10 models in batch three.
  • On-site service: Not published for 9 of 10 models in batch three; Unitree states “none” explicitly.
  • Certification (CE / WEEE / battery EPR / RED): Only AgiBot (CR / CE-MD / CE-RED / FCC) and EngineAI (export-control terms) publish verifiable evidence.
  • EU service point: Not published for Figure, Sanctuary, Deep Robotics, Dreame, Narwal, and Ecovacs (entity details).
  • Warranty term: Not published for NEURA (product not yet delivered), Figure, Apptronik, Sanctuary, Deep Robotics (term), and Fourier (no official warranty page).

1X Technologies is a special case we flag openly: its purchase-programme warranty term appears as one year in one source and three years under an Early Access program in another, and the official site does not yet reconcile the two. We publish both figures side by side rather than pick one, because a buyer deserves to see the ambiguity.

Method and correction policy

Every fact in Field Notes is produced through the same documented pipeline as the directory: resolve the model, search official channels, search third-party evidence, grade each source, and record the URL with an access date. The full standard is on the Method page. Manufacturers and distributors are welcome to correct a label; a correction is never applied silently — the change, its date, and its source are logged.

Field Notes is a growing record, not a finished catalogue. As new research batches complete, this page is extended with the same rule: what we can document, we document; what we cannot, we label “Not published” and leave the gap visible.

Live directory snapshot

Counts are computed from the directory database at page-load time: 142 robot models across 57 brands.

Service tier, by brand

  • 🟢 Authorized service point (18 brands, 49 models): ANYbotics, AgiBot, Agilox, Avidbots, Booster Robotics, Boston Dynamics, Exotec, Gausium, LimX Dynamics, Mammotion, MiR (Mobile Industrial Robots), NEURA Robotics, PAL Robotics, Pudu Robotics, Segway Navimow, Tennant, UBTech, Unitree
  • 🟠 Pre-order only (4 brands, 6 models): AgiBot, NEURA Robotics, Robot Era, Yarbo
  • ⚪ Marketplace listing (not authorized) (22 brands, 42 models): Astribot, Bear Robotics, Booster Robotics, Brain Corp, CASBOT, DEEP Robotics, Ecovacs Commercial Robotics, EngineAI, ForwardX, Fourier, Galaxea, Geek+, Hai Robotics, LimX Dynamics, MagicLab, OrionStar, Ottonomy, PNDbotics, Quicktron, Robot Era, Unitree, Yunji Technology
  • ⚫ No EU service point identified (27 brands, 45 models): 1X, 6 River Systems, AgiBot, Agility Robotics, Apptronik, Boston Dynamics, Diligent Robotics, EngineAI, Figure AI, Fourier, Galaxea, GreyOrange, Kepler, Leju, LimX Dynamics, Locus Robotics, Neubility, Robot Era, Sanctuary AI, Seegrid, Starship Technologies, Tesla, UBTech, VisionNav, XPeng, Xiaomi, Zebra / Fetch Robotics

Not published, by field

  • Service-fact source URL: 0 of 142 models Not published
  • Height (cm): 64 of 142 models Not published
  • Weight (kg): 61 of 142 models Not published
  • Degrees of freedom: 71 of 142 models Not published
  • Payload (kg): 75 of 142 models Not published
  • Price band: 27 of 142 models Not published
  • EU availability: 0 of 142 models Not published

A gap in the record is itself a buying signal — these counts list exactly what each vendor has not committed to in writing.