Hi there,
First of all, thank you for taking the time to share such detailed and sincere feedback about your experience with Yarbo. We truly appreciate it. While we respect your decision to step away from Yarbo for now, we would still like to address each of the concerns you’ve raised.
Customer Support Challenges
1. Level 1 Support:
We fully understand how important it is to strengthen our Level 1 support so that more issues can be resolved efficiently without escalation. To address this, we’ve launched an ongoing training program for some of our most capable Level 1 support staff, helping them grow into more technically specialized roles. These team members are also being tasked with mentoring others to raise the overall quality of our front-line support. This is a continuous effort we are actively investing in.
2. Response Delays, Missed Replies, and Holiday Impacts:
We require Level 1 support to respond within 24 hours and have recently implemented new guidelines to ensure timely escalation when necessary, rather than allowing time to be wasted on ineffective responses.
In cases where replies are delayed for days, it’s often because the case has been escalated to our R&D team, which requires more time for investigation. We also recognize that limited availability of technical experts can slow the process. We are actively working to increase our resources to improve this.
Regarding support during Chinese holidays — while we do have technical staff on duty, the number is limited. We acknowledge this shortcoming and are considering ways to strengthen global support coverage during holidays.
3. Delayed Replacements:
We sincerely apologize for any delayed replacements. Under normal circumstances, replacements within the U.S. should arrive within 3–7 business days. For any unusual delays, we investigate the root cause and are working to prevent such issues from recurring.
4. Facebook Support Group Experience:
We maintain a dedicated Facebook group, Official Yarbo Support & Solutions, for after-sales support. In addition, we’re available on this forum and in the Discord community chat, where both our staff and enthusiastic community members actively help resolve issues.
Usability Issues
1. Turf Damage and Forced Zero-Turns:
Regarding the issue with turning near the docking station: this has been forwarded to our product team for further evaluation. Forced zero-turns are currently used to prevent Yarbo from going out of bounds, hitting obstacles, or leaving uncut patches of grass. That said, we recognize the need to balance performance with lawn protection, and we’re continuously fine-tuning the turning logic.
2. Obstacle Detection:
We’ve made steady improvements in this area. Recently, we released an update to enhance vehicle detection on pathways, preventing the lawn module from approaching parked cars. We’re also working on optimizing rear-camera obstacle detection to further improve safe operation.
3. RTK Navigation & Frequent Rescue Missions:
We acknowledge that improvements are still needed in this area and are actively working to enhance navigation stability and reduce rescue events.
Hardware & Software Challenges
1. Power Board Failures & Waterproofing:
We’ve proactively sent waterproofing kits to all users as a precautionary measure. For cases involving power board failures, we’ve provided replacements. We have also redesigned the board’s placement and sealing in newer units to prevent recurrence.
2. Antenna Design:
We are currently testing a newly designed antenna that is more durable and less prone to breakage.
3. Ongoing Improvements:
Both obstacle avoidance and navigation are core to Yarbo’s performance. We are fully committed to refining these systems continuously.
Warranty Extension:
We understand the need for an extended warranty and are actively discussing this internally. Our goal is to ensure your long-term satisfaction and peace of mind with Yarbo ownership.
Once again, thank you for your past support. While you’ve chosen to step away from Yarbo for now, we hope you’ll continue to keep an eye on our progress. We are fully committed to improving the product, and we look forward to the possibility of welcoming you back to the Yarbo family in the future.
Warm regards,
Team Yarbo