I am posting this just as I have submitted the same info for a ticket through Tarbo support in the hopes that I can get some resolution from either side.
Hello.
Since the recent software update, I have been having issues with the response of my unit that is set up as a mower right now, and it has escalated to damage from such.
1. The front camera does not work, and I get no notification of such.
2. The update moved my network from DC Wi-Fi to Cellular without my input and will not give me an option to choose either or. When I was on DC Wi-Fi everything worked fine. Now that it is on Cellular, these issues are happening and causing damage to my unit and property.
3. Mapping areas are no longer accurate and causing crashes and the damage to the core components as I just stated. (Pics attached) The HALO antenna base was broken during these failures, and I am requesting a replacement antenna mount cable that runs from the HALO antenna and connects to the circuit board inside the core body. The right-side extended RTK mast (As viewed from the back side of the core) was also broken, but I managed to glue the broken pieces back together and feel that it will not affect the functionality of such.
4. I had (Telephone) called the 24/7 hotline early this morning to try and address these issues but was directed to leave a message. 9 hours later I received 2 return phone calls from customer support that would not allow me to answer but only requested a response from 1-5 as to my satisfaction of the call. You can only guess what my input was. I immediately called back to the customer service number after the second call and actually spoke with a human representative that had very broken English and was extremely hard to understand and explained what I have already outlined thus far. He requested screen shots of incidents that I was not available to record. After all, isn’t that what the purpose of autonomous is all about? Not having to watch what is supposed to happen automatically?
5. I am obviously going to have to remap my property due to these issues, but at the same time, I feel that the time and efforts spent in doing such exceeds the same as if I were to just use my gasoline walk mower. So the question I face is the payoff and simplicity of spending $4000+ on and automated mower realistic? Not at this point.
I’m really sorry to hear about all the issues you’ve been experiencing. I completely understand how frustrating this must be, and I’m also sorry that the phone support you received was unsatisfactory—I’ve shared your feedback with the relevant team.
I’ve checked your support ticket in our system, and it is now under the normal resolution process. Some of these issues may require further investigation by our support team, but rest assured we are looking into everything carefully.
We really appreciate your patience while we work to get this fully resolved for you.
All good on that Bryan. Triple checked everything. Got my front camera to work by restarting the system, but am still afraid to turn it loose knowing that the other issues are still there and Yarbo hasn’t responded to the ticket I opened yesterday yet. And by reading the reply that “Yarbo-Forum/Yarbo Official” posted here, I am really questioning the true support meant in the post. I’ve noticed the same generic, open ended, and vague reply to many posts and topics that others have shared over time. Apologies and understanding don’t justify the lack of use for an item that costs as much as these do. Nor do they correct the root issue. Down time doesn’t get the job done, and the warranty clock is still ticking. Turf doesn’t stop growing when a unit goes down. And consumers put their trust in high dollar items such as this with piece of mind that it will simplify life. Not happening as has been noted by so many members on this forum. Not a stab at you Bryan, I respect your input. More for Yarbo, but I didn’t want to start a separate topic.
Thank you for sharing your thoughts. For after-sales issues, the support ticket system is our official channel for providing users with systematic troubleshooting and resolution support.
We sincerely apologize that response times may currently be slower than usual due to a higher-than-normal ticket volume. That said, please know that we remain fully committed to helping resolve any issues you encounter.
The discussions here on the forum are mainly intended to provide community support and potential self-troubleshooting steps while your case is being reviewed. We completely understand your desire for faster, more effective support, especially when your machine is not operating as expected.
I’ve already contacted our team and asked them to review your case as soon as possible. Thank you for your patience and understanding while we work through this with you.
Yarbo finally addressed the ticket that I opened, and after a few more delaying messages, they confirmed that they are sending out a replacement antenna and cable. But have passed the mapping inaccuracy issues down the road and are closing the ticket for the antenna. Once I receive it I will replace it along with the cable and remap to see what happens. On a side note, I opened up the module in prep for replacement when I get the parts and found that the connectors for my RTK antennas were loose on both sides. I snugged them up and hope that this will correct the map inaccuracies once I put the thing back together.
