One of the frustrations and delays, Yarbo users face are the delays between when Support Tickets are update and the need to regularly check to see if there’s a new message. The Notifications function should include options to be notified when there are updates so we can get texts or emails and avoid making users manually check.
I always get an email from support when they reply. Do you not get those?
As Bryan mentioned, you should also receive email notifications from our support team when there are updates to your support ticket.
@Yarbo-Forum , A desired feature for the support queue would be, if the wait queue is large, send an automated notification with the expected wait time in queue.
Example, open ticket #191104 -
Opened on April 26
Support replies on 27th for details
I reply with details
Support replies on 28th with followup
I reply with details
Support replies on 30th with “Escalating to FSE”
<— automated wait time estimate would be nice here
FSE requests confirmation of shipping address on May 9th
I reply with details on 10th
<— automated wait time estimate would be nice here
We’re 12 days away from a month on this ticket, mostly spent waiting in queue, and I know your FSEs are doing the best they can. Or maybe the ticket is lost in Fulfillment, I cannot tell. If your ticket system allows for it (or can be made to allow for it), it’d be nice to get an estimated wait-time for when your agent will next see the ticket. We do similar things with telephone call queues, “There are 20,000 people ahead of you. Estimated wait time is six years.”
Related topic - Has Yarbo released any videos about opening up an M1 yet?
My backup Luba2, which I’d been using while the M1 was down, just ate a hall sensor. I kind of need this M1 running now. If I can do a repair to resolve ticket #191104, it’d be great.
Cheers and thank you
None that I’ve seen linked to, but I am sure they exist. This is the only video for the mower that I know of posted so far. But I’m betting you pop those screw covers out on top, the shell will open up.
We’re really sorry for the inconvenience caused.
I’ve already asked our Field Service Engineer team to initiate the replacement process for you. Could you please provide your shipping address in your support ticket so the team can proceed further?
We also apologize for the delay in response, and thank you as well for sharing your suggestion and feedback with us.