I want to lay out the full timeline here because I think it speaks for itself.
May 25 - I ordered this Yarbo unit (~$6,000) on Memorial Day. It didn’t arrive until June 25th — after Father’s Day. It’s now well past the Fourth of July, and I still don’t have a working unit, despite having used it for less than 4 hours total before it failed.
June 27 – Opened ticket #216077, just two days after receiving the unit. My Yarbo’s right wheel/track jammed completely after less than 4 hours of total runtime. No misuse, no damage, no debris - it just stopped moving.
June 28 – After being asked to confirm basics (no debris, no damage, track doesn’t move by hand), I provided video evidence showing the track completely locked, not “stiff,” not moving at all.
June 29 – Support asked me to move the unit off its charging dock, into an open area with 2–3 feet of clearance, remove the cover, disconnect accessories, power it on, and connect it to the internet so their engineers could run a remote diagnostic.
June 30 – I confirmed the unit was off the dock, in position, and ready. Told them to proceed.
July 1 – Instead of running the diagnostic, support said they were escalating the case to their engineering team, and asked me to keep the unit powered on and connected “in case” further remote checks were needed.
July 2 (morning) – A new agent picked up the case and asked me to power the unit on and leave it on the charging dock — the exact opposite of the instructions from three days earlier — so they could perform the remote diagnostic they’d already said they were escalating.
July 2 (afternoon) – After I provided yet another video (split-screen showing the app and the unit, confirming nothing moves), support finally delivered a diagnosis: a motor jam. Their proposed fix: ship the 160 lb unit to their repair center in Chicago for a 10–15 business day repair, not counting shipping time in either direction.
July 3 – I responded that a multi-week repair isn’t a reasonable outcome for a brand-new unit that failed on its own within 4 hours. I asked for a straightforward warranty replacement of the core instead, with prepaid shipping labels covering both directions given the unit’s weight.
As of today – No response. The ticket is sitting in an internal queue, on hold, with no update.
I’m starting to think the goal here is for them to run the warranty out.
SPEAKING OF WARRANTY - I purchased it on Memorial day when they were supposedly including a 3 YEAR EXTENDED WARRANTY!
I’ve seen no mention of this in any of the invoices or sales confirmations.
So to summarize: ordered on Memorial Day, waited until after Father’s Day to receive it, used it for less than 4 hours before it failed, and I’ve now spent more time going back and forth over a broken product than actually using it!
Being told to move the unit off the dock for diagnostics, then days later being told to no, it needs to be ON the dock for the diagnostics, followed by a diagnosis that took over a week to reach a repair-not-replace recommendation, followed by silence on a reasonable replacement request.
For a $6,000 product, I’d expect a functioning warranty process for a hardware failure discovered within the first few hours of ownership, not this kind of drawn-out,
contradictory runaround spanning from Memorial Day all the way past the Fourth of July.
Curious if others have similar issues with Yarbo support.