Sorry, but this support is a complete joke - this is how you treat customers that spend $7k?

Support & Solutions
1

I know there will be people who highly dislike me complaining about support - but it has to be donef for any potential customers.

My unit hasnt worked, aside from a few minutes, since it arrived 3 days ago. I went all in, core, snow blower and mower - so around $6500 in sales. The core wont pair now, not with any phone or tablet, or the controller. Support has been no help at all, outside of wasting time on a video of the issue which was very easy to explain and understand with the video process.

Now they told me I need to have a video with a tech - which would be great, assuming I didnt live in EST. The times are limited, a single Noon slot and then 8:30-9:30EST. I cant do 8:30, I start work at 4AM and that means I would get around 5 hours of sleep when Im done,since Im up at 3AM to get ready for work. The Noon slot is a challenge as well - I get out at Noon and I often finish up what I can to log off from work for the day.

The limited offerings for EST is poor customer service. You are making your customers work for the best slot for you - it should be the other way around. I needed this to pull some heavy items for yard work and now I need to call around to see what I can rent with little notice from local companies.

The core is likely simply dead - all attempts to pair it fail, all steps in the docs, site, KB, etc… all fail. No BT sniffing sees the core - i see the controller on everything, but the core just sits with RED lights on. Press the button for 2 seconds and it goes Blue for a sec and back to red - nothing sees it.

Its been 3 days, by the time I can get a call it will be a week and even then, Im not sure I can make that slot.

This has been the biggest tech purchase mistake of my life. I was moving over from Mammotion - was looking forward to the trimmer in August and the Snow for the Winter - but if this is any sign of how “well” the product will work and the support I get, I think I want out - I need to look into the 30 day return. Im not wasting $6500 to be treated with this lack of urgency / support.

2

Hate to say it but my experience has been just as awful. They don’t care and don’t support the product at all. I requested a refund after a week of having nothing but issues after delivery and was told over and over my request was escalated. I’m now past the 30 day window with no refund information still. It truly is appalling, from the ownership, to the build quality, to the support. I am posting far and wide and warning as many as possible not to do business with Yarbo.

3

I have had pretty good response to any issue I have had with the 2 units I have access to.

4

I have had mu share of awful experience with Support: Yarbo support and SLAs

I recently sold my Yarbo.

5

I’m more than 30 days without a working mower from “cutting motor overheating” error. Everything is 5 days to a week. Open a ticket, get a response many days later. Need video call, an available slot is 5 days out. Need a replacement, they send it in 5 days and receive it a week later. Have an issue with the replacement, start at the beginning all over again.

I want this to work in the worse way but definitely second guessing the purchase.

6

I’m really sorry to hear about your frustrating experience, and I completely understand how important it is for everything to go smoothly—especially after making such a significant investment. As soon as I saw your message, I contacted the appropriate team to prioritize your case, and I’m now personally following up on both the replacement process and any possible compensation to ensure you receive the support you deserve.

We know how important it is to provide timely and effective customer service. Asking for a video is part of our standard troubleshooting process—it helps us clearly identify the issue and avoid miscommunication. However, we also understand that this process needs to be convenient for you. We truly appreciate your feedback regarding the limited support time slots, especially for users in the EST time zone. I’ve already shared your concerns with our support team.

Please know that we’re committed to putting our users first and providing a great product experience. While we recognize that there’s still room to improve, we are actively working on making things better.

Thank you again for your patience and understanding. If there’s anything more I can assist with in the meantime, please don’t hesitate to let me know.

7

I’m really sorry to hear about your ongoing experience. I’ve reached out to the technical team responsible for your support ticket and asked them to prioritize your case so we can resolve the issue as quickly as possible and get your Yarbo back to normal operation.

8

I have similar issues and no response from support at all. Tickets created, forum topic created. Nothing is working. I have order pending for new system to have, I will probably cancel it and search for other alternatives. Yarbo has great ideas but they just can not deliver it yet. Maybe in 10-20 years from now. :frowning:

9

Experiencing the same issue, ticket open for 4 days and no acknowledgement or reply so far; I have another failed lawn mower that the motors cut off when the mower drops or articulates down, fixed by lifting the front of the unit up; the harness inside has broken internal wiring from the constant flexing. Sad that the product is hobbled by the support and parts situation, I could replace this broken harness in 5 minutes, or repair it myself in an hour or two with superior flex cabling, which may have to happen given this is the current ticket response. I’m not sure what to make of it.

10

They are for sure pissing a lot of people off lately. It’s like the whole company needs a reset.

11

Im sure you are the only client that Yarbo has that has a support issue with their unit.

I 9 days they have had 4200 new tickets created. Yes I’ve had a few myself. Some have taken ages. While just this week I have had solutions to two of them in 2 days.

We all get it, its frustrating. But it isnt like they are sitting back drinking tea and coffee laughing at you.

12

Maybe they wouldn’t have so many support tickets if they had better software developers. A lot of this can be blamed on very poor software.

13

Agreed the SW seems to be a problem, and Im sure this has cause 80% of tickets but I have notice in the last couple of days things are running smoother. I haven’t had to force the app to stop and clear the cache.

I do have a lingering issue with Skutter 2 stopping mid mow for a “non smoking smoke break” and wont go back to work unless I give it the boot (reboot that is). Then its right back to it.

14

Well,

I call it bad support management. They should set priorities based on issue and not just reply with AI how sorry they are.

15

From what ive seen Yarbo inc are actively working on a solution. They are adding support staff and rejigging how things are done.

I’ve put in 2 new tickets in the last few days with almost immediate response on both tickets as well as a bunch of action on a couple of outstanding ones.

I dont think Yarbo inc had anticipated the growth in customers they have had.

16

unfortunately i havent seen this, i have 3 “active” tickets that i am still waiting on, one never got past the first email on whats you email/sn etc. going on year two with this unit that spends more time waiting on support then actually doing work. i, too, would replace it with an alternative product but have already spent the cash here so feel stuck @Yarbo-Forum whats your take?

17

Hi there, I’ve checked all three of your support tickets and would like to provide an update on each one.

For ticket #219103 regarding the Trimmer issue, I’ve asked the FSE team to review your case as soon as possible and follow up with you.

For ticket #219856 regarding the Docking Station issue, which was submitted yesterday, it is currently going through the normal after-sales process. Our team will follow up with you once there is an update.

Regarding ticket #219090 about the lighting behavior, based on the description provided, the lighting behavior appears to be normal. Please feel free to keep us updated after the Docking Station issue is resolved, and we can further check if needed.

Thank you for your patience and understanding.