A note on recent customer support and service response
To Lymow community,
Since the mowing season began, our customer service response speed and resolution efficiency have fallen noticeably short. Many of you have waited far too long for a reply, and in some cases, this has disrupted your ability to use Lymow properly. We’re facing this head-on — and we’ll say it plainly: no reason justifies the frustration and inconvenience this has caused. We’re sorry, and we owe you better.
In particular, we want to thank the core users who didn’t stay silent. You sent us a joint letter, methodically identifying the specific bottlenecks in our service process. That kind of candor and thoughtfulness takes real commitment. We’re deeply grateful for it — and we took every single point you raised and subjected it to rigorous, item-by-item review internally.
Below are the clear answers and directions we can currently provide regarding customer service:
Support Ticket backlog and response time
- Current average time for first response: over 5 business days
- By mid-June, we will aim to keep the first response within 5 business days
- Our customer service team has been expanding and strengthening its training efforts. Since April, we have nearly doubled our headcount.
To ensure service quality and bring right people onto our support team, one of our co-founders is deeply involved in recruitment. He is driving the hiring process forward, and joining final-round interviews to make sure every candidate meets our standards.
Meanwhile, we have set up a new dedicated customer service center. Our customer service lead is stationed there to oversee hiring and training, helping new team members get up to speed faster and improving overall efficiency and quality.
Our view is simple: the customer service team is the front line between Lymow and our users. We need people who truly care, not just people who can answer tickets.
Support ticket system improvements
- We noticed that in some cases, the system had already automatically closed the ticket. This may have caused our team to miss or delay follow‑ups, leading to a poor user experience. We have since updated the logic.
- Under our current ticket closure process: if we do not hear back from a user for 7 days, the system sends an email reminder. If there is still no reply after another 3 days, the ticket will be closed. This means a total of 10 days before an automatic closure is triggered.
- If a ticket is closed, users can reopen it themselves with one click. All previous conversation history will remain intact.
Facebook community support
- Our official account will handle common questions directly in the comments (e.g., setup guides, firmware updates)
- Hardware issues, returns, and exchanges will be directed to the support services system
- We are retraining our support agents to eliminate robotic, template-driven replies.
- Starting June 10, a dedicated technical specialist will be active in the Facebook group, providing direct and knowledgeable answers to your product and technical questions.
Cross-timezone support
- European timezone coverage is already in place
- North American timezone support is under development
System and process upgrades
- Starting in July, we will begin rolling out an Official Troubleshooting Guide in our Help Center. It will be updated progressively to help users resolve issues on their own, reduce back-and-forth communication, and get the most out of their machines.
Every user who chooses Lymow placed a bet on something new. That trust is the foundation of this brand — and we NEVER take it for granted.
That’s precisely why it stings to admit: our service capabilities have not kept pace with your expectations. Not because the expectations are too high, but because we haven’t yet built the system to meet them the way we should have.
We won’t ask for more patience just because we’re a startup. What we will ask is that you hold us to what happens next.
The trust you placed in us wasn’t misplaced — it was ahead of where our operations could reach. Our job now is to close that distance, and we’re doing everything we can to get there.
Lymow Team