Is there anyone at the company who handles general complaints directly?
I’ve had an extremely frustrating experience with support regarding a replacement item. On multiple occasions, I was told it had shipped or would be arriving soon—first that it would arrive within 7–10 days, then in 3 days, then that it had shipped that same day, and several other similar claims. None of them turned out to be true. This wasn’t a simple case of miscommunication; it felt like I was being repeatedly and blatantly misled.
Trying to escalate the issue didn’t help either. I was passed to someone else claiming to be “senior support,” but they simply repeated the same apologies and made more empty promises without taking any meaningful action.
Honestly, this has been the worst customer support experience I’ve ever had. The constant misinformation and complete lack of accountability have been incredibly frustrating, and it’s made it very difficult for me to recommend this product to anyone. I’m posting here in hopes that someone with the authority to address this will step in—or at the very least take steps to prevent others from going through the same experience.
I sincerely apologize for the delayed response and for the frustrating experience you’ve had. I completely understand how upsetting it must be to deal with repeated delays and inconsistent communication—this is absolutely not the level of service you should have received from us.
We take your feedback seriously, and we’re actively working to improve our after-sales processes to prevent situations like this from happening again. Your experience highlights important areas where we need to do better, and we appreciate you bringing them to our attention.
In the meantime, I’d like to follow up on the return process you mentioned. We’ll send a meeting link through your support ticket shortly. One of our technical specialists will walk you through how to remove the snow blower from the core unit so you can return the product using the packaging from the replacement.
If you run into any issues that aren’t resolved in a timely manner through the support ticket, please don’t hesitate to post here again. I’ll make sure your case gets the attention it deserves by contacting the appropriate team directly.
Thank you again for your patience and for taking the time to share your experience.
unless someone has something new I have no interest in spending any more of my time with support… The latch is broken… unless someone has some insight on how to release the snowblower when the latch is defective I will not be scheduling time with anyone… as far as I can tell the latch isn’t accessible when there is an attachment on the core and when I talked to engineering and they talked to mechanical and the only solution was send replacements for the core and the snow blower.
So what I can take from your message is that no there isn’t anyone that deals with complains directly. It doesn’t take a rocket scientist to realize that telling someone more than 4 times that they can expect the replacement within or on a specific day when in reality nothing is being shipped is just flat out bad support.. Then when I talk to someone about it yet again their solution is to tell me that it had shipped that day when in reality it didn’t ship until a day after they said it was already shipped.
It appears that this forum is just being babysat by the same people that run support that really have very little interest the opinion of customers… Apologies only work when there is actual action and meaning behind them.. Apologies from support are empty to me.
I am still getting daily reminders to send my replacement unit back since the snowblower is attached returning it in the provided boxes only reminds me that it took 5 weeks to get the replacement… My opinion of support only gets lower by the day and the reminder
We’re sorry for the inconvenience caused. The reason we want to schedule meeting with you is that our tech expert can guide you on how to remove the snowblower module from the core. We do understand that it is unable to remove it without causing any damage to the machine. This is why we send you the replacement. Our tech expert will guide you on how to detach it though it may cause damage to your old machine but it will allow you to send them back with the package of the replacement. We apologize for the misunderstanding caused during the communication and appreciate your patience.
I have been having the same problems. Constantly lying and escalating to the same department. I have been promised a new Yarbo but somehow I keep having to trouble shoot. I feel like I work for them for free. My Yarbo has not been able to complete a cutting plan since it arrived in Jan. The warranty started before I received the complete product. I am so frustrated. I brought this product because we travel a lot and wanted it to cut the lawn but it does not work while I am home without constant intervention. I have asked for a new one or my money back but all they do is lie. I am so sick and tired of the company. I bought the mower, trimmer, and edger. I am constantly wasting my time and money. I feel like they knew this product was not ready to be put to market. And know we are stock in the endless troubleshooting hell. Nobody wanted the to work more than me.
We are definitely all beta testers right now. Yarbo is not a production ready product yet. Their marketing makes it seem like it’s good to go, just take it out of the box and it will just work. The amount of time fumbling through mapping, and babysitting is just as consuming as cutting the grass manually. Yarbo needs to put more resources to their software development team, and finish the core functionality. Quite frustrating indeed.
I’m also in the same boat have spent almost two full weekends evaluating this product setting up over 4 acers of mowing space. I feel like the product could be good but instead find my self beta testing it and having no support I can talk with to try and solve my issues. I have good mowable land, little rough but something i feel a robot mower could handle. Right now i’m having it navagate an already mowed field since i notice it is having a hard time on taller grass. How do we get someone to talk to?
calling the 800 number was a joke, they just create a ticket and send me email. We need some knowledge able techs to talk with. Or maybe we just have to do it a a community. But then aren’t we doing their job. At $5000 for the basic system, feels like some hand holding might be nice..
As Bryan mentioned, if you’d like to speak with one of our tech experts, you can schedule a meeting using the link he provided.
Regarding the taller grass, it’s possible that it may be pushing the limits of what the Yarbo M1 can handle. You might try lowering the mowing speed to see if that improves performance.
Also, feel free to share more details about the issue here—I’ll do my best to offer suggestions that can help you get better mowing results in those areas.
This system looks slammed. No reasonable appointment times for days. We had a stretch of rain and my grass is already too long to wait longer.
I took a 430am slot tomorrow so I’ll report if it is any better than the binder reading apologists at the 800 number who only seem to pass the ticket to China.
Sadly I think they’ll have me fully reset since it’s not connecting to anything. Which means I’ll have to map my yard for a third time.
Since i just purchased it in the last couple of week, can i swap it for a pro i have 6 acers if field type mowing to do. It is decent, but not golf course quality.
Do you have hills that are being mowed by the current version? So far there is no improvement for hill mowing, other than a slight change to get thin patches left by math errors…
Tim
We’re sorry, but if the product has been unpacked and used, we are unable to provide the service for you. If it has not been used, I can help arrange this for you.
This post is now 4 months Old…. I have had 0 attempts by anyone at yarbo to contact me about this.
Customer “Support” is meaningless .. Have you restarted your base-station/core ect… are you running the current firmware… All stuff that is usually not relevant to your actual problem but they are likely just reading off a script. They will lie about shipping and delivery dates with no-one at yarbo actually caring they lie to customers.
They basicallty want to community to support the product with workarounds of product issues/failures.
They got your money and now they just don’t care anymore… I am guessing the company will vanish in the next few years because they simply do not care…
If you’re currently still facing any issues, feel free to share your support ticket number with me, and I’ll do my best to follow up on it for you. Or if it’s more convenient, you can tell me about the problem directly here, and I’ll try my best to assist you.
