My replacement mower broke again with the same symptoms. So frustrating that Yarbo still has this issue, but what’s even more is the poor tech support experience. Like everyone else, we are not longer able to open tickets electronically so I called them yesterday at 2 pm. Even though I explained that this was a repeat of the issue from May, they refused to open a ticket and told me instead to send a video by email. Which I did, but received no feedback or receipt so I called again 2 hours later to make sure they had opened a ticket. At that point they asked me to send a video of the problem and a screenshot. WTF?
Meanwhile we get “offered” and extended support possibility. Before I pay another dime to this company, they better fix the hardware that keeps failing over and over again with the same problems. And every time it fails, the grass keeps growing and I have to wait another week for a replacement.
Ticket #109258 if you could please look into it, thanks
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I believe you can still open a ticket from the website.
Go Here and choose my area at the top. From there you can add a ticket.
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Like Ken said, you can go to their website directly to view and open tickets. Emailing support automatically opens tickets as well. Not sure why they refused to open a ticket for you over the phone. That doesn’t sound right at all! @Yarbo-Forum this sounds like something that maybe was miscommunicated or might be a training issue or something.
It is Yarbo’s policy that they need documented proof of the broken part/module/etc. That’s why they ask for a picture, video, screenshot, etc. Once they have this, they can diagnose it and confirm the problem and then put in a request to have the part fixed/replaced/dispatched, etc. The CS on the front line can only approve certain things without having to escalate to a higher tier for confirmation and approvals.
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If that’s the case and a ticket gets automatically opened when we email support, then why don’t we get a confirmation message with the ticket number? That would greatly improve the experience and acknowledge receipt of the request. Without it we have no way to know that someone will look into it in a timely manner.
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That’s a great question for @Yarbo-Forum
Thank you.
What time zone are they working in?
My Yarbo runs every day non stop to keep up with the grass. I have no backup mower. Now it’s been 4 days since the last now (I called tech support early Friday afternoon after noticing that the mower was frozen in place) and I don’t even have a contact yet with the relevant tech support team.
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Hi there, I understand your urgency in getting the mower back to normal operation. I’ve contacted the responsible field service engineer to prioritize your case. We truly appreciate your patience and understanding!
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Since the last update my Yarbo is getting stuck in the “adjusting blades” mode. This mostly happens on a gentle rise in my yard. If I manually drive it forward a couple feet and resume, it starts up again, but next swath it gets stuck again. So I have to constantly check it to make progress. This happened once while I was abroad, and I lost the work plan. Recently on a dead-end it scalped the grass while adjusting the blades (I mow at 3.3”). The module gap is set on loose. Would the broken magnetic sensor mentioned above cause this or something else? If so, could someone post a pic of the sensor please? Yarbo used to mow my whole lawn without this issue, but now it constantly stops in certain areas.
Hi @brysach2
You can refer to this article to see if there’s any useful information regarding the issue. Yarbo is adjusting the blade | Yarbo Wiki
It may possibly be caused by grass buildup or debris blocking the blade movement, or by an internal wiring/connection issue. You can do the following steps for some initial troubleshooting:
Lift the front of the mower: If the error clears when lifted and returns when lowered → this may indicate an internal wiring issue.
Inspect the cutting discs: Remove any grass buildup or debris that might be blocking blade movement.
We also recommend submitting a ticket for your case. Please include the details of what you’ve already tried in your troubleshooting so that our support team can better understand the issue.
Thank you!
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Looking at that photo, would it help to increase the module gap? I always run at “medium” so that the module doesn’t go slack. Maybe if you set the module gap to “medium” or “tight” in that area setting, it won’t be hitting the ground, like it looks like it’s doing in the photo?
It happens to me too. When the program starts, it stops at the green point you see on the map, adjusts the blade speed, and then starts running the program. It might repeat this process a few times during the job.
Might be worth it to try and change the mowing angle. This may just move the issue to somewhere else in your yard.
Just a thought.
I have it set to adjust by 10 degrees each time. 90 degrees is probably worst case in that area, though.
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I never really understood what that feature was for. It’s worth a try, though. thanks!
Thanks. I’ll check it out!
