Thanks for your assistance. If I may, I suggest someone review the QC process and make sure that the wireless dock/charge function is also tested before shipping refurbished units to customers who have paid for warranty support.
Ticket # is 223015.
FSE again today claimed they could not see Yarbo even though it is online and I sent them proof twice already.
Am I going to have to wait another 24 hours just for them to send a single reply that they cannot see Yarbo and access the logs? Can’t they call me so we can find a solution and start another replacement if need be?
I’m really sorry for the frustration this situation has caused.
I checked the diagnosis record, and the remote diagnosis was attempted around 4–5 AM on July 23rd in your time zone. Could you please confirm whether the machine was powered on and connected to the internet at that time?
I have also asked the FSE responsible for your case to try running the diagnosis again and further check the issue.
We sincerely apologize for the inconvenience and appreciate your patience while we continue investigating this.
Yes my Yarbo has been online since last Saturday.
I always put it back on its dock and connect the manual charger so it is available to FSE all the time.
We lost one more day with just one email from Claire at FSE claiming she could not connect yesterday. I confirmed and sent her a screenshot but did not hear back from her all day.
Today she confirmed she was able to connect to my Yarbo but asked for the color of the dock LED which was already documented as blue in the ticket. I replied again and no answer.
Another day lost, one email per day is what she seems able to handle!!!
Don’t you have a way to chat with us either by phone or text? That would dramatically improve the responsiveness of your technical support. We have wasted so much time with the current batch mode emails at a rate of one per day.
What is the process to discuss the problem with a person in charge of FSE? I’d like to voice my concerns to a manager.
We’re really sorry for the frustration and the delay this has caused. I completely understand your concerns, especially since you have kept your Yarbo online and available for FSE access throughout this process.
I have asked the FSE responsible for your case to follow up on your ticket as soon as possible. She will provide an update and the next steps shortly.
If further diagnosis is still needed and you would prefer to discuss the issue through a meeting, you can request a scheduled meeting directly in your support ticket. We will provide a scheduling link, and you can choose a time that works best for you.
Thank you for your patience and cooperation. We truly appreciate your understanding and will continue following up to help move this case forward.
Another day wasted.
FSE Claire seems to only work on my ticket just before her shift ends. She sends an email with whatever question she has for me, I reply and then I have to wait another day for her next question.
There is a 12 hours time difference with China if that’s where she is located. If she started working on my ticket at the beginning of her shift then we would have been able to make some progress by now.
As of today the replacement Yarbo is still unable to charge wirelessly, FSE has not made any progress on diagnosing the cause of the issue 5 days after I reported the problem with the docking station not being detected.
Remote meeting requested in the ticket, please expedite
My replacement core is due to arrive tomorrow. I’m hopeful and optimistic that it will solve my problem.
I will report back here how it goes.
Good luck with yours, I hope it is resolved soon.
Good luck with the replacement and I hope that if you get a refurbished unit, they checked it thoroughly before shipping this time!
I’m sad to report that when the shipment I’ve been tracking for the last couple of days arrived this afternoon, it was not the replacement core I was expecting. Rather it was a small jar of white grease.
I know not why.
I am waiting for a response to my query and will be sure to share with anyone still following this thread.
Is it to help with the waiting time? 