Customer Support: Replacing Faulty Units

Colin Angle didn’t start out trying to clean people’s floors.

He started out trying to shape the future–with robots. 

In the early days of iRobot, there was no business model. No steady funding. No clear customer.

Just a belief that robotic technology would one day make the world a better place. 

In the early days, the company built babbling toy dolls for Hasbro, and roving bomb-detectors for the military.

But for more than a decade… nothing truly took off. 

Until one idea—a robot vacuum—finally did. 

With the Roomba, iRobot created a category from scratch, and a product that felt almost like a member of the family. Tens of millions of units sold, and the Roomba became part of popular culture. 

But to avoid stagnation, iRobot had to sell to a bigger company. When a lucrative deal with Amazon fell through, the company hit a wall–and never recovered.   

This is a story about building a business in survival mode, creating a household icon, and eventually getting bested by forces beyond your control. 

What You’ll Learn 

• How to launch a company when you’re not sure who your customers are
• Why iRobot engineers underestimated marketing (and paid for it later)
• How piles of Cheerios helped sell the Roomba
• How iRobot shored up customer loyalty when the Roomba faltered 
• Why even a hero product is not enough to sustain a company
• How competition–and regulation–can unravel a business

Timestamps 

7:25 - “What have you built?”: The robotics lab job application.

12:25 - iRobot’s early business model: contracts, not consumers.

25:05 - Breaking into the toy market: The doll with a mind of its own.

36:10 - A key cleaning insight: people will pay hundreds—but only if it vacuums.

39:10 - The office Cheerios demo that won a retailer.

44:20 - A soaring launch, then stagnation: 250,000 vacuums stuck in inventory.

46:10 - The ad (for Pepsi!) that turbocharged Roomba.  

55:55 - The need to diversify: robotic scrubbers, mops, pool cleaners? 

58:00 - The $1.7 billion offer from Amazon–and how it unraveled.

1:03:40 - Life after Roomba. 

This episode was produced by Katherine Sypher with music composed by Ramtin Arablouei. It was edited by Neva Grant with research help from Noor Gill. Our engineers were Patrick Murray and Kwesi Lee. 

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