Kachaka Pro Repair Process
This page explains the repair flow when a Kachaka Pro develops a fault. The whole process is built around a “replacement unit first” model: a replacement is shipped so your site keeps running, and only then is the faulty unit collected for repair, minimizing downtime.
This flow applies to Kachaka Pro only. The repair path for the consumer Kachaka is different — please contact Sigma separately.
The Repair Flow at a Glance
- A fault occurs
- Remote diagnosis
- Replacement unit shipped
- Replacement arrives and is set up
- Faulty unit returned
- Repair cost confirmed
Each step is detailed below.
1. A Fault Occurs
When the robot starts behaving abnormally, contact Sigma customer support first. Before reaching out, it helps to have your serial number, software version, the time the issue occurred, and on-site photos or video ready — see Reporting Faults and Providing Investigation Info. This makes the diagnosis that follows much faster.
2. Remote Diagnosis
Sigma reviews the robot’s state over a remote support connection and decides, based on the symptoms, whether a repair or replacement is needed. First follow Uploading Debug Logs and Remote Support (Pro) to enable remote support in the app and upload the debug logs, which helps pinpoint the cause.
3. Replacement Unit Shipped
Once a repair or replacement is judged necessary, Sigma arranges to ship a replacement unit so your site can resume operation as soon as possible.
Be sure to back up your data first. Settings such as the map are not transferred automatically during repair, so export the map and keep it safe, then import it once the replacement arrives to save yourself from rebuilding the map. See Importing and Exporting Maps (Kachaka Pro).
When arranging shipment, provide Sigma with your delivery details (recipient, address, contact phone, and a convenient delivery time). The actual shipping and pickup arrangements follow Sigma Taiwan’s published terms.
4. Replacement Arrives and Is Set Up
After the replacement arrives, complete two things:
- Set up the replacement unit: Treat the replacement as a newly added robot and run the first-time setup again (Wi-Fi, mapping, and so on). The procedure is the same as adding an extra robot — see Adding and Switching Between Multiple Robots. If you exported the map earlier, you can import it here.
- Remove the faulty robot from your account: Once you confirm the replacement works, delete the no-longer-needed faulty robot from your account so the list isn’t cluttered with an unreachable unit. See Resetting Kachaka to Factory State.
5. Return the Faulty Unit
Return the faulty unit using the prepaid return slip included in the replacement unit’s box, following the instructions provided. Keep the outer box and cushioning in good condition so the unit isn’t damaged in transit.
6. Repair Cost
- While your warranty / maintenance plan is in effect: Covered repairs (including round-trip shipping) are free of charge.
- The following are billed: Faults caused by intentional acts or negligence, and replacement of consumables (battery, tires, casters).
The detailed warranty scope, cost determination, and service terms all follow Sigma Taiwan’s latest published terms. If you’re unsure whether something falls under warranty, confirm with Sigma before sending the unit in.