Hello Yarbo Forum Moderator, Allen and Yarbo team,
I am posting here to respectfully request management review of tickets #221749 and #228587. I have continued working through the normal support process, but the situation now appears to involve both a defective replacement Core and a breakdown in how the case has been managed.
The original problem was that my trimmer module stopped being recognized. Yarbo determined that the Core needed to be replaced and sent me a refurbished replacement Core.
Unfortunately, the replacement arrived with several problems:
• The rear metal bumper was bent and blocked access to the power panel.
• Following the video provided by Yarbo, I corrected the bent metal sufficiently to access the panel and power on the Core.
• When the replacement Core first began moving, my wife and I heard a rattling noise.
• While I was recording the noise, a component fell out of the Core.
• The Core then began making an abnormal grinding or rubbing noise while moving.
• The Core powers on normally, but it will not charge from the charging pad, whether I select “Charge” in the Yarbo app or “Recharge” in the controller app.
I uploaded photographs and videos documenting the loose component and abnormal noise to ticket #221749.
Despite those unresolved issues, the ticket was subsequently closed with a message stating that the problem had been resolved and that the Yarbo was working properly. I submitted negative feedback, opened ticket #228587, and ticket #221749 was then reopened.
Support now acknowledges the bent metal, loose component, abnormal noise, and charging failure and says that the matter is being investigated. However, I still have not received clear answers to the following:
- Has the mechanical engineering team actually reviewed the photographs and videos?
- Does Yarbo consider this Core safe to operate or attempt to charge?
- Who has ownership of the case and responsibility for communicating the findings?
- Is Yarbo evaluating another replacement, or am I still being asked to troubleshoot a replacement Core that arrived with multiple apparent hardware defects?
This is my third Core in two years. I am not asking forum members to troubleshoot the machine. I am asking for management review of whether this refurbished replacement passed an appropriate inspection before shipment and for a named Yarbo representative to coordinate the case through resolution.
My preferred resolution is:
• Replacement of the apparently defective Core with a properly inspected and tested Core, new if Yarbo cannot provide confidence in another refurbished unit.
• Verification before shipment that it powers on, moves without abnormal mechanical noise, contains no loose components, charges from a charging pad, and recognizes the connected modules.
• Prepaid return arrangements for the defective replacement.
• Appropriate warranty consideration for the repeated replacements and periods of lost use.
I appreciate that support reopened the original ticket, and I remain willing to cooperate with reasonable troubleshooting. At this point, however, I believe the complete history warrants review by someone with the authority to evaluate the replacement decision and quality-control concerns.
Could Allen or an appropriate customer-experience or operations manager please review tickets #221749 and #228587 and assign a named case owner?
Thank you,
Todd