A tech-focused farm owner in Yiwu, Jinhua, is facing a costly dilemma after purchasing an automated ice cream robot that has repeatedly malfunctioned. Ms. Wu invested 108,000 yuan in an "Anno" robot in June, hoping to add a high-tech attraction to her science and technology farm, which also offers drone training and various experience programs. The marketing promised that the machine would operate without manual assistance, with a robotic arm handling the ice cream service.
The machine arrived on July 2nd, but installation and debugging only began on July 8th due to rainy weather, and that was when the problems started. The first issue was a missing speaker wire, followed by a missing peristaltic pump when the replacement cable arrived. After the pump was shipped out, a third issue emerged—the robotic arm simply stopped moving. A technician eventually visited the site on August 2nd and replaced a module, but later that same evening, the machine began leaking syrup, an issue that persisted the next day and continued to recur, leading Ms. Wu to lose confidence in the product.
Ms. Wu’s attempts to return the robot have hit a standstill. A manager from Anno Robot (Shenzhen) Co., Ltd. initially agreed to a refund but wanted her to cover the shipping costs, which she declined, also fearing potential damage liability during transit. Beyond the machine and her time, Ms. Wu has bought specially adapted cups and large amounts of ice cream mix, extra costs that are now at risk. She insists the company should handle the packaging and removal itself, as her optimism for the business has been shattered by the constant setbacks.
The company's manager stated they are willing to take back the machine and pay the freight as a gesture of goodwill, and they believe the robot could still function well if given another chance, offering further on-site inspections and system training. However, Ms. Wu is wary, pointing to the litany of initial faults and the loss of the two-month golden traffic period for her business. The manager suggested sending another team to fix remaining issues and supply missing parts, but the conversation stalled.
In a later call, an Anno Robot (Shenzhen) Co., Ltd. staff member offered a different perspective. They claimed the machine is standard and that Ms. Wu's request for a custom flavor led to operational errors, including her accidentally deleting built-in programs which took hours to restore. They also attributed some problems to improper cleaning and a substandard, locally-purchased electronic control module. The company says there is a remote reset feature for the arm’s transport protection mode, and data records show the machine produced over 150 cups in early August, earning nearly 1,400 yuan, which they see as proof of functionality.
As a compromise, Anno Robot (Shenzhen) Co., Ltd. has offered to send complimentary new materials and services, suggesting the machine, which has a 7-to-10-year lifespan, could be used again next summer. However, Ms. Wu disputes the revenue figures, saying many of those cups were for testing and friends, and she no longer trusts the equipment. She has sent the company a detailed cost list covering expenses like venue leasing, forklift hire, and wiring materials, and is demanding compensation of over 24,700 yuan for staff and material costs. Both parties are currently still in talks to resolve the dispute.