Dear Tapo team,

I am writing as the owner of a Tapo RV30 robot vacuum (purchased in 2023) to raise a formal complaint about the way “Tapo cleaning agents” have been described and communicated for use in mop mode.

In September 2023, I posted on this forum asking about suitable cleaning solutions for the RV30 water tank, as your FAQs state that users can “use water or Tapo cleaning agents instead of an unofficial floor cleaner, as that may corrode the water tank or affect the lifetime of your vacuum.” At that time I pointed out that no Tapo cleaning agents were actually available to purchase.

Your response to me (@pauley123) was:
        

“We truly appreciate your enthusiasm and interest in our products. We understand your frustration regarding the cleaning agents not being available for purchase despite being recommended on our website. Please rest assured that we are actively working to make this product available to our valued customers.

We encourage you to stay connected with us through our official website, TP-Link community, and authorized sales channels. As soon as the product becomes available for purchase, we will make an official announcement and provide you with all the relevant details.”

(See here: https://community.tp-link.com/en/smart-home/forum/topic/621928)

It is now January 2026 – over 2.5 years later – and there is still no Tapo‑branded cleaning solution available for the RV30 (or indeed any clear, supported list of compatible cleaning agents). Your official store shows no such product, and customers are still being told in the manual to use “Tapo cleaning agents” that do not exist, in the meantime use water and “stay tuned” for a product that has never been launched.

I consider you to have misled myself and your customers, for several reasons:

• Your FAQ and forum response “rest assured that we are actively working” clearly implied that an official Tapo cleaning solution would be released in the foreseeable future.
• My purchase decision (and that of many others) was influenced by the reasonable expectation that I would be able to use detergent with a device called a "mop", or a Tapo‑approved cleaning agent, rather than a far less effective water only wipe.
• Years later, there is still no such product for me to buy, yet the wording suggesting its availability or imminent release remains in place.

At minimum, this falls short of clear and accurate communication with customers. I feel that I was given firm assurances – including “rest assured” – that have not been honoured, and that the product was presented as having an ecosystem (including cleaning agents) that never actually materialised.

I would like Tapo to:

1. Acknowledge that the “Tapo cleaning agents” referred to in your FAQs and forum responses (including the “rest assured” promise) have not been made available for purchase after 2.5+ years.
2. Correct or update all official documentation and FAQs so that future customers are not misled into expecting a non‑existent product.
3. Offer a reasonable gesture of goodwill to myself and other loyal customers for the misleading information and the ongoing lack of the promised cleaning solution. This could be, for example, a credit towards accessories for my RV30 (such as mop pads or filters) or another appropriate form of compensation.

As a loyal Tapo customer I simply want accurate information and fair treatment. I would appreciate a clear, written response addressing the points above rather than another vague assurance that a product “will be available in the future.”

Kind regards,

Forum user: pauley123 (full name withheld for privacy)