I am going to be the squeaky wheel. I have a core that is the second one I have had the 1st one had a power board issue and was replaced with this one. My core decided to start smoking, so I started a ticket and knew it would probably take awhile to get it resolved even though I have purched the extended warranty. ( by the way I am still waiting on that core to be replaced. I received an email saying it would be replaced and i had to send multiple emails asking for a tracking number that took 10 days to receive the tracking number. To date the tracking number still shows that only a label has been created. That was 23 days ago. I also called and emailed support about this many times and the answer that is given is it will be escalated. ) Anyways I purchased a brand new core from a authorized dealer 2 hours from home a week after that core would not power up. I brought it home to setup it does not get GPS signal, I can’t even get it to connect to the charging pad, none of the cameras are working. I started another ticket on the new core. Got the standard questions from support to try all the things that I have already tried doing. This whole process took multiple days. They wanted me to do a teams meeting with tech so I scheduled that. I waited on the meeting for 3 hours no one from Yarbo showed up. I then sent another email asking for a full return of a this core as it is still within the 30 day return window. Then 4 days later tech support tells me that it is a software bug caused by the chip suplier and wanted to send an update to solve the problem. Then they blame my wifi for not being able to send an update. Ok so I moved it closer to the router and changed what router it was connected to. They sent me an email saying it was fixed. Looked at it when I got home it indeed it did have a good rtk signal. Although none of the cameras worked. I then did a soft reboot from the app and have not had a good gps signal since and still no cameras, I cannot link to charging station the icon to reinstall docking station is locked out. I replied to the email explaining the situation and have not gotten any responses back, so I called the support line and talked to someone and they wanted me to try and map an area so I tried it and it would not work. There is no gps signal. I again requested that the return on this core to be initiated. I was told he could not do that for me because it is in the fse department for review ok then I asked if it took longer than the 30 days to resolve the issue and it was determined that this core is bad and need to replaced would I receive a new core or refurbished core. He said after 45 days it would be a refurbished core. That is when I lost my cool. I have requested at least 2 times in email for the return to be setup and it was ignored, now I am talking to a person and am being told that he can not authorize that either. He said I needed to be patient and give the FSE team time to fix the problem. I have given you time it has been 30 days. If you buy a new toaster and it does not work and you return it they give you a new toaster not a used toaster that is the way it works. This core has not worked since day 1 and I have been very patient until now. Yarbos return policy copied from the web site (2. If the Yarbo sustains damage during transportation, or exhibits product quality or manufacturing defects, you are entitled to exchange it for a new unit within 45 days of receipt. Yarbo will cover the shipping costs. (Additional charges will be borne by the user for some remote areas.) This is Yarbo policy not mine. I get the feeling that all the emails and calls are just ways to take up time so I am not eligible to get a new core. I am not asking for something that I have not already paid for. Yarbo is a decent product an I will continue to use the products. Things break I understand that. It is how a company goes about taking care of the customer after the product is sold is what matters the most. All I am after is the refurbished core I was told was coming to me and the new core that does not work to be replaced with a new one that does work. The warranty and the way it works is Yarbos policy not mine, just honer what you have put in writing. I believe it is a decent product an I will continue to use the products. Things break I understand that. All I am after is the refurbished core I was told was coming to me.
You are entitled to a new replacement if the FSE’s condemn that core. I think the tech on the phone was just quoting the policy and not examining the full situation. Drop your ticket number(s) here so the forum moderator can look into them for you.
The no power ticket #207391. The no GPS ticket #210527.
Hi there,
First, I sincerely apologize for the delayed response and for the frustration you have experienced throughout this process. I completely understand how disappointing it must be to encounter repeated issues, especially after already going through a previous Core replacement and waiting so long for a resolution.
Regarding ticket #210527 (GPS and camera issues with your new Core), I have reached out to the responsible FSE team and asked them to review your case with priority. Please rest assured that we will continue following up and work toward the right solution for you.
Regarding ticket #207391 (the previous Core replacement), we have already initiated the next-day delivery replacement process. You should receive the tracking information once it becomes available, and I will continue monitoring the progress for you.
Thank you for your patience and for sharing all the details of your experience. We truly appreciate your continued support of Yarbo, and we will do our best to help get both cases resolved properly.