At the time of this post it has been over 7 days since I submitted my first inquiry to the after-sales department. In my previous inquiries I have had some kind of response within 24 hours. I called the support line and they said the only way to get help was submitting request and they would get back to me within 24-48 hours. That was 7 days and multiple inquires ago.
I need to get this situation figured out. My Yarbo unit began smoking when I first turned on the new trimmer module. I need to get Yarbo up and running. I am hoping for a fix because I have had no problems with the unit for over a year and have even recommended to others who have also had success with their unit.
Can I please get some direction on how to proceed?
Sorry for the delayed response. I’ve asked the team to review your case as soon as possible.
In addition, could you please provide your consent for us to perform a remote diagnosis on your machine through your ticket #204558, and also share your current address? This will help us provide smoother and faster after-sales support.
For the sake customer service is there a way that when a ticket is submitted that some kind of communication or feedback that response was received and an estimated time until response. That could eliminate multiple tickets and multiple calls wondering if we are follow appropriate procedure.
Great idea that has been brought up before. A confirmation email at a minimum would be ideal. The message could include notifications about the delays and back log as well.
Need to reply with different message but it’s the same ol’ message
I hooked up the Trimmer to the Core on June 15th, following the installation instructions to the tee. Turned on the Core and launched the Yarbo app. The app recognized that the Mower module with Trimmer was attached. I proceeded in updating all my work areas with the location for the Trimmer to activate trimming.. Again, all appeared to be fine. It was getting late in the evening, so I decided to let it charge overnight and I would implement the maiden session with the Trimmer in the morning ( June 16th 2026). The next morning I got excited to try out the Trimmer. When I got to my garage and launched the app, the app showed the Core as being OFFLINE. I could not get any response from it. So I proceeded to power off the Core using the rear power button. And waiting a minute or so, I powered the Core back On. That’s when I heard the loud fizzle, and an incredible amount of smoke came billowing out of the unit. I went to get my fire extinguisher, but when I got back most of the smoke dissipated. I did get a recording of the last little bit of the smoke coming out of the unit.
The unit was FRIED . I proceeded to open a ticket with Yarbo on the morning of June 16, 2026.
And called their Support line. I referenced the ticket and they informed me that an FSE would reach out to me within 24 hours.
Never happened. So I called back again.
They informed me that they are busy and an FSE would reach out via email within 24 - 48 hrs
Again , it never happened.
It’s been two weeks now, and no one, and I mean NO ONE has gotten back with me. The only contact I have had is with their 1st level who answers the phone, reads the same BS script that someone will contact me… Just to blow me off.
Two weeks… TWO WEEKS and have NOT had this Core to mow
They refuse to acknowledge when a replacement will be sent out, stating that it has to be escalated to the R&D department so that they can determine the next steps.. They repeatedly stated that my Ticket has been escalated. And yet… Still … No contact.
