Every time I need support they aren’t there and their response are incomplete

Support & Solutions
1

YARBO Support Case #225622 | Two Years In The Ecosystem

I’m posting this because I’m genuinely curious whether other long-term YARBO owners have experienced similar reliability and support challenges.
I’ve been a YARBO owner, advocate, referral source, and promoter. I’ve shared referral codes, helped neighbors evaluate the product, participated in demos, and generally tried to help grow the community because I believe the concept behind YARBO is outstanding.

Unfortunately, my ownership experience has become increasingly difficult.

Over the past year alone, I’ve documented and worked through failures involving:

A leaf blower module replacement
A Core replacement
A mower module replacement
A second mower module failure requiring yet another replacement
A trimmer issue that ultimately led YARBO to approve another Core replacement
Current overheating and drive/track-related issues

Today, my active case is Ticket #225622. The latest update from YARBO is that my replacement Core has been approved but is currently “waiting in the shipment queue” because of inventory availability.

What continues to frustrate me isn’t just the hardware failures. Hardware can fail. What has worn me down is the support process.

Examples:
Repeated delays obtaining replacement hardware.
Numerous instances where I waited 24+ hours for responses.
Questions receiving only partial answers.
Being asked to repeat troubleshooting steps that had already been completed and documented.
Technical questions regarding diagnostic logs, root cause analysis, and replacement hardware revisions going unanswered for weeks.

Most recently, I explained that:
The tracks and wheels had already been cleaned and inspected multiple times. No debris or obstructions were present. The machine was shutting down after roughly 100 feet of travel.
Restarting sometimes allowed only another 25 feet of operation. The issue occurred during cooler evening temperatures. The same mowing maps have been used successfully since 2024.

The response I received was to check for debris and consider dividing the mowing area into smaller sections because the area might be too large.
That response completely ignored the information already provided.

Looking back through support history, I’ve now documented:
Multiple Core-related failures
Multiple mower module failures
A leaf blower replacement
Delayed replacement shipments
Hours coordinating with support and FedEx
Weeks where I had to manually maintain my lawn while waiting on warranty resolutions

What makes this especially frustrating is that I have continued supporting the company throughout all of it. In September 2025, I even documented these repeated failures when requesting consideration for a Pro mower module upgrade after experiencing issues with the leaf blower, Core, and mower module.
I want YARBO to succeed. I really do.

But at some point, customers should reasonably expect:
Reliable hardware
Transparent technical explanations
Direct answers to direct questions
Accurate shipment information
Timely warranty fulfillment
Right now I’m waiting on another approved replacement with no shipping date, no tracking information, and no meaningful answer as to when it will actually arrive.

For other owners:
Have you experienced multiple Core replacements?
Multiple mower module failures?
Long warranty replacement delays?
Support responses that didn’t address the questions asked?

I’d genuinely like to know whether my experience is an outlier or part of a larger pattern.
Case #: 225622

2

My warranty issues have been one core, one pro mower, tracks, left side drive assembly. All have been handled quickly. Oh and now I am getting a new trimmer.

Support has gotten very slow and painful in the past 4 months or so, and even worse now is the use of AI for support asking dumb questions and giving crappy advice at times.

I think they are trying but the software team is not helping. There are so many bugs and broken things in every update it is crazy. I hope they can turn this around.

4

Hi Benjamin,

Thank you for your detailed feedback. We truly appreciate the time you have spent documenting the issues and sharing your concerns with us. We understand your frustration, especially after experiencing multiple issues and going through several replacement processes.

Regarding the points you raised:

1. Trimmer recognition issue

Based on our current diagnosis and the information reviewed by our engineering team, we have confirmed that the Trimmer recognition issue is related to the Core system. Our team has reviewed the available information and determined that replacing the Core is the recommended next step to address this issue.

Regarding the replacement Core, we are unable to confirm the exact hardware revision that will be provided at this stage. However, the replacement unit will be from a newer production version compared with your current Core and will be fully inspected and tested before shipment.

2. Motor overheating issue

We apologize that our previous troubleshooting suggestions did not fully consider the information you had already provided. We understand that you have already checked and cleaned the tracks and wheels multiple times, confirmed there were no obstructions, and explained the conditions under which the issue occurred.

After further review with our FSE team, we believe the issue can be addressed through either replacing the track module or replacing the Core.

Since your Core replacement has already been approved and is expected to begin shipping around this Friday, we completely understand if you prefer to wait for the replacement Core instead of replacing the track module separately.

Please let us know which option you would prefer, and we will assist with the next steps.

3. Replacement shipment

Your replacement Core has already been approved, and we expect the shipment process to begin around this Friday. We will continue monitoring the progress and provide tracking information once it becomes available.

We also appreciate your feedback regarding the support experience. Your comments about clearer technical explanations and avoiding repeated troubleshooting steps have been shared with the relevant teams.

Thank you again for your patience and continued support of Yarbo. We will continue following up on your replacement process and assist you until it is completed.

5

Yes, only one Core replacement, currently waiting for my third mower module, approved 2026-07-27 after a week of Yarbo Support Hokey Pokey (ticket ##227215).

Support responses that didn’t address the questions asked?

The whole support process is absolutely broken at this point. Was not all that good to begin with but this last ticket with the A.I. non-sense is simply retarded. Opened a couple tickets in late July one for the antenna purchase the other for the mower stopped working, “adjusting blades”. Saw the antennas, the description of the product said per antenna, the first review had a picture of a core with two bulbous antennas and the new flex mounts so I bought two of each. Then decided to go over to the forum and do some catching up, Wallee’s been doing a light show at night… Found a post about the antennas and realize damn need three antennas go buy another, they charge me for shipping on the second order. Same day within the same hour put in a ticket to combine the orders and save on shipping. Seemed simple enough request to me. Yarbo decided, no, we will not accommodate your less than $10 request, our systems are so brittle we cannot possibly make this change you are going to get two shipments rather than one… Flex mounts came in one shipment, two antennas in another and the third shipment contained a single antenna. Seems they ought to offer a Upgrade package or maybe “Upgrayd package” as an “Idiocracy” reference

Essentially we have a laptop on tracks in our yard, most of us have been around the block with technology more than a few times. There are multiple ports “under the covers” of the core but are those documented for end users? That would be a big “Nope”. Why? that would be trade secret stuff not appropriate for said “end users” and “end users” can get to everything needed via wifi-bluetooth and the app, Absolutely no need to back-up and restore to a known good point… Power On Self Test?, logs? that is so retro, Yarbo firmware is bulletproof, never fails… Security concerns? Psshhaw! It is not like this company would expose us to hacker harm having their very secure system sharing one key across the entire ecosystem… What could possibly go wrong?

Antennas finally showed up last week. Right now I am about to climb on my roof and replace the GPS antenna and check my Halo while up there. Not that Wallee going to be doing anything but performing a light show until the mower shows up

6

I feel your pain, I’ve now had a replacement core, M1 mower and currently have a ticket for a left drive wheel issue. I loved it at first, and still do for the most part. I expected to run into an issue from time to time, but the ones causing extended downtime are piling up. I’ve now owned my Yarbo for 16 months. I have been interested in adding a trimmer and upgrading to the mower pro, but the reliability issues are really keeping me from pulling the trigger on either. Anytime there is an issue I can’t fix with available parts or spares that I’ve added to my collection, it’s at least a week that the unit is down.

Don’t get me wrong, support has been good and more than willing to replace a part, however you only usually get one response a day. The pattern is submit ticket, usually get a response with a request for info the next business day, then respond and wait another business day for more information. If that is the end of the information needed, you’ll have something shipped in another couple business days. Depending on where it ships from, it may be a week before you receive the replacement part.

This wouldn’t be a problem, but what I’m seeing is there are parts that aren’t fit for the application of a yard robot. A shaft for a drive motor should not wear like the one causing issues for me right now. This is a machine build from a robotics standpoint, not a heavy use in outdoor conditions IMO. Some of the wear points could be better designed to last or fail in a way that easily user replaceable, ideally with parts easily available.

I honestly did expect some of these issues since it was a newer machine, but hopefully these issues are improved in future models. I just hope I didn’t put my eggs in the wrong basket for yard maintenance. At a certain point I’ll be on the hook for these repairs and the return on my investment will be a serious problem.

7

Yarbo is a great concept, the modular approach, not software limited etc. I expected a learning curve and some not ready for production issues. I’ve got the Y series and it is heavy, so understand why they scaled down to a M series. There are certain “corner areas” in the perimeter of my yard that are worn down to dirt, perhaps the lighter M series helps to mitigate such outcomes.

I do think Yarbo over promised and under delivered with the Y series. The initial setup and runs with the first Core unit where it utilized only “perfect” GPS signal, when the marketing material clearly expressed that the unit would not be dependent on only a GPS signal… Well that was a bit of “fool me once” bitterness somewhat mitigated by the release of the vision and GPS enhancements that did greatly improve my experience with the unit. Still had to reduce and “cut back” my expectations of automated mowing nirvana.

Currently that nirvana is on hold until the nightmare of mower logistics can deliver a new head unit. I’ve no idea what was wrong with the 2 previous mower units, could they have been repaired? Dunno, but the prospect of having this machine “out of warranty” may change the TCO in a manner that is untenable to my budget.

8

Like most of us, you were suckered in by yarbo’s marketing department’s false claims. Two years later and the claims are still there yet they are still not possible in anyone’s yard.

9

I received my replacement part today for my ticket #231318 and it is the incorrect part. It’s now been over a week without being able to mow and the video I shared with support clearly shows the collar that the drive “sprocket” attaches to, however I was sent the rear wheel that tensions the track. This is extremely frustrating.

The kicker, I’ve been asked to do a showcase for a perspective customer. I volunteered to do these showcases because of my passion for my robot, waiting for so long only to receive a part that doesn’t fix my issue is frustrating. I don’t know how it was diagnosed so badly with the description and video I provided.

10

For anyone curious, this is the video I shared with support. No idea how this was confused with the wheel at the other end of the track. This connection and shaft do not exist on that end or closely resemble the part I was sent. I’m sure a lot of you know what I’m talking about.

11

Yeah, there is no reason they should have messed that up, your video explains it all.

12

Hi there, we’re really sorry for the mistake and the inconvenience this has caused.

I’ve contacted our FSE team to initiate the replacement process for the correct part. We understand that you have already been waiting for over a week and that receiving an incorrect part has caused further delay, so we will do our best to help expedite the process.

We appreciate your patience and your support for Yarbo, and we’ll keep you updated once we have further progress through your ticket.