Shark 2 in 1 Robot Vacuum and Mop (Open Box)

For several months this vacuum performed well enough, though a tiny dust bin and buggy software kept it from being awesome. It would sometimes skip areas for no apparent reason, and even whole rooms on occasion. Starting it again would often sort this out. It would also ignore some settings, such as the suction power level, always just using the default setting even if we changed it. The mopping function worked slightly better than expected, app and software notwithstanding. The brush still gets hair tangled despite the advertised design that was supposed to limit this. We actually liked the Wyze vacuum better in some ways. Both had good map results, but the Wyze had its share of bugs and charging issues (always having a hard time docking regardless of floor type or placement), plus a terrible brush for pet heavy households.The real issue with the Vacmop started earlier this month. It started by itself, and again after I pushed the button to make it dock. Finally I power cycled it and checked the app to see if there was something there that would explain this, only to find the vacuum was gone from the app completely, map and all. Assuming a bad glitch, I added the vacuum back to the app as a new device (it connected as expected), and tried to get it to remap the house. It sat on the "connecting" screen for minutes then just... didn't do anything. Back to the "ready to map" screen. Nothing worked after this point. Reset router, power cycled everything possible, deleted and re-added the vacuum ad nauseum, factory reset, nothing worked.Finally we called customer service, which of course had me try many of the things I already did, to no avail. They "escalated" the issue but whomever they tried escalating me to were not answering so I was told they'd call me back after the weekend. One rep said it might be on their end and they could reset something, but obviously no one did (of course, I really dislike the idea if a shark server is down or something snafus on their end that my vacuum becomes a doorstop). One week later, after no call came, I called back and was told I'd have to wait another 3-5 days for a call. I complained and tried to get a manager. The rep said no managers were available but that I'd get a call back within two hours. No call. I called back again, and was told there was nothing they could do and that I'd have to wait for the call (hopefully within "an hour or two"). Surprisingly, no call came! I tried again but they were closed.That is where I am at. A vacuum that connects to the phone app but cannot be controlled by it, and inept customer support that might or might no ever solve my issue.Not recommended (in fact, stay far away). I will update this if something changes. But even if they manage to actually get this problem fixed I will never be able to recommend this vacuum, or company. Which is a shame as we have used Shark upright vacuums for years with good luck with customer service regarding those, the last time being several years ago now, so apparently things changed for the worse.Edit 9/29/21: Shark finally did fix something on their end a few days after the last time I spoke with a rep, no idea what. The vacuum did respond to the app and (after an error or two - not uncommon anyway) re-mapped the house and cleaning. So that is something. The above concerns still stand, however, and I cannot recommend this machine. One other note that I forgot to mention above is that on one of the earlier "escalated" support calls the representative, near the end of the call, asked me for my login info - email and password. I said no and told her I thought that was unacceptable. Not sure what was up with that.