Z60 acting erratically

I purchased a Z60 a couple of months ago and now it cannot clean anything. The robot drops out of the dock and spins around aimlessly. It seems the left wheel is inoperable and when turning the unit over, the wheel is hot to the touch. No hairs, fibers or debris of any kind are on the wheels or the unit, and it has been cleaned and maintained. I would appreciate your prompt help with this issue, and a video of a test run done a few minutes ago is attached as a youtube link.

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Hello, we are truly sorry for the inconvenience.
You have already checked that no foreign objects are wrapped around the wheels and the robot, and you have completed cleaning and maintenance. Please go through the troubleshooting steps below:

1. Check the rotating LDS unit for hair or debris that may cause jamming or stall, remove any obstructions if found.
2. Check whether there are raised stickers or large objects placed on top of the robot.
3. Tap the bumper gently and confirm it can spring back normally.
4. Wipe the line‑laser sensor and AI sensor to remove fingerprints and dust.
5. Check the floor for oil stains or slippery substances.
6. Inspect drive‑wheel surfaces for grease. Oil on wheels will lead to slipping and erratic navigation.
7. Reboot the robot and run a test again.

If the problem persists after all steps, your unit likely has a hardware fault. Please contact our after‑sales service for repair. We apologize again for the trouble.
Email: support@mova‑[tech.com](https://tech.com)

Well, I emailed support and so far no reply. Does anyone know how long they take to get back to their customers?

My ticket number is #104658

I have sent 3 different emails to the support account with the requested information, and still there is no one looking after my issue. Instead, I keep getting notifications that I have not replied, and I replied to those as well. It has been a few days since I requested support from Mova, and all I have right now is a $1000 paperweight.