Posting here reluctantly after 11 days. I like this machine a lot, I bought the trimmer module in May, and I was considering a second Core before this. I am posting because my ticket appears to be stuck in a hold state and email is no longer moving it. Full timeline below so staff can pick this up without re-asking anything.
The issue: Blade height motor failure on a Lawn Mower Pro Module, 11 weeks old (activated April 20, 2026, under warranty). Classic “Yarbo is adjusting the blade” freeze, documented on the wiki as a known issue. The motor will not lower the blade below 4 inches. It fails 100 percent of the time and reproduces on demand in under five minutes. Serial 26070103U62TO988, app 3.18.6, firmware 3.13.11.
Timeline:
June 27: Opened ticket 216146 identifying the blade height motor. My opening ticket included every step from Yarbo’s own knowledge base article for this error: foreign object (wood) found and removed from between the blade guard and mower assembly, blades verified spinning freely, deck washed and dried, reboot and 20 minute power cycle, the lift test performed (no change lifted or lowered), and height commands from both the app and paired controller producing no motor sound and no movement. Also documented on video: the front white lights flash whenever the deck is actuated, pointing to an electrical fault in the deck assembly. Same day, support ran a remote 15 second blade test and committed in writing to follow up with results or next steps within 3 business days.
June 29, 9:39 AM: Ticket placed On Hold, per the ticket properties visible in the portal. This was before I had even sent the screenshots support requested that same morning. As far as I can tell it has remained On Hold ever since.
June 29: Support asked for screenshots and noted “the unit was working in the plan.” I sent five screenshots and explained the unit only runs because I set all zones to 4 inches as a workaround, since that is the only height the failed motor can operate at.
June 30: I proactively re-clarified the workaround and offered to trigger the fault live at any time so it could be observed remotely.
July 2: Support asked me to dock the unit so diagnostics could begin. Docked same morning, confirmed twice, including “Please proceed with the remote diagnostics.” No diagnostics occurred, no session was scheduled.
July 3: My normal daily schedule ran (I maintain nearly 6 acres, daily mowing, and nothing had said to halt schedules). Support saw the unit mowing and asked me to park it “for the next few days” and halt all plans, the first mention of multi-day downtime in the ticket. I complied that evening and sent four questions: diagnostic date, actual diagnostic steps, expected total downtime, and the repair or replacement path.
July 3 to July 8: The unit sat docked, powered, and online for five days. To my knowledge no one logged in, no diagnostics ran, and no reply came, despite the written 3 business day commitment from June 27 and my request for a response within two business days.
July 8: Sent a formal escalation request. Resumed daily mowing at the 4 inch workaround height, since parking an operational 6 acre mower indefinitely with no date attached is not sustainable in July growth. The unit remains docked and online every night, and I will hold it docked for any specific session that gets scheduled.
What I am asking staff for:
- Take ticket 216146 off hold, or tell me what internal dependency it has been waiting on since June 29 and for how much longer.
- Answer the question your own wiki says this comes down to: is the data indicating the height motor or the deck wiring, and is the path a remote fix or a warranty replacement?
- A date. Any date. I will meet it.
And an offer that might make this easy: I am a farmer with 28 years in IT. If it will not void the warranty, ship me the parts and the procedure and I will do the repair myself.
To other owners: has anyone with the blade height motor failure actually reached the replacement stage, and how long did it take from ticket to parts?