I need a support channel for dealing with Yarbo support.
First off, I’m really fond of this robot. I work designing motion control and automated manufacturing systems. And as consumer robots are concerned, it’s a pretty good little unit.
Dealing with Yarbo as a company however, has become a nightmare.
The initial 2024 Core they shipped me had severe manufacturing defect. The left track assembly was so twisted you couldn’t screw the side guards to it because the mounting holes were too far out of place. After contacting support and sending some pictures they shipped me a new Core and I thought all was going to be good. I was very wrong.
A few days later my mower unit arrived. Within an hour it was broken. The blades hopped over the blade guard, snapped the disc and jammed the height adjustment assembly. So I again contacted support expecting a quick solution. I sent them pictures and logs and waited. And waited.
Three days nothing. Sent them another message, and received the only message I have ever received from them since.
“We understand your frustration. Rest assured that we have escalated this matter.”
A week goes by. Same message with excuses about time differences. 2 weeks ago by, same message with excuses about Chinese holidays. 3 more days they say they are shipping a new disc and blades. Another week goes by, no shipping update, same message, more excuses. Another week, finally the discs ship and arrive.
I install the disc and find the actual problem. Every single bolt on the mower unit was unseated. They were all tight. Because there was way too much blue Locktite simulant goo on the bolts. But not a single one was properly seated to hold the components together. Which allowed debris to work its way into everything. Requiring the complete dis and reassembly of the motors and blades.
Response…same message, more excuses, no action. Our tecs will review it.
New core unit arrives. Will not update its firmware. Submit ticket. 3 days nothing. Call, get same assurances. 3 days nothing. Message and call again, 2 days nothing, then finally they click the button to force the update.
I order backup discs and blades. 3 days go by, nothing. Send them a message. Same reply no action. 3 more days, get a message promising the order will ship tomorrow. 2 days later still no shipment.
In comparison, the day after I ordered the discs I ordered an SV08 direct from Sovol. It arrived from ShenZhen, I reversed engineered the cutting discs I needed and 3d printed them before I got my first message back about the shipping delays for the discs I ordered from Yarbo.
So I need a support channel to deal with Yarbo support. Because creating tickets, calling the NY number and waiting weeks for any response other than “Rest assured we have escalated this matter.” just isn’t cutting it anymore for a product that is 5x the price of its competition.
So until Yarbo solves the problems with the company itself that are causing these problems, I am a hard NO on recommending this product to anyone else.