It has become apparent that the use of Yarbo has increased significantly. May I suggest that you increase support to include weekends and possibly extended hours? I have worked for multiple multi-national countries including those with china. It is possible. May I suggest including Philippines as a support location? I know cost is a factor and though I would love US support I know this is not always feasible, but I would expect some off hours support. I am sure I am not alone in this…
I don’t think it’s unreasonable to expect 24/7 support since they are a global company and for the snow blower it’s a life safety product for many. Many global companies follow the sun for their call, support, and network operations centers. Having personnel (Tiers 1-3) in each region during standard business hours for that region would be ideal. IE US based personnel for US based hours. Europe for EU based hours, etc.
In all due respect I get no answers on weekends and most come late in the night. When I respond again the responses come in late in the night. As even though I respond immediately the response is VERY delayed. I often feel like they respond at the end of their shift. Again this is from my acute experience.
You have their contact times correct, so you only have 4 chances per week to respond to them, and then they don’t respond back for a few days, next thing you know you are a month out with not much done.
I was agreeing with you that they should be 24/7 in their replies and support. Their support hours currently are not 24/7.
Sorry Bryan. I misinterpreted what you meant. Thank you.
As the only real time I have available is on weekends I am likely to start making most noise on weekends. I am patient, again I think most of the community is in the same boat. I bought a robot mower because I frankly don’t have time…follow the sun as Bryan suggests is standard practice. In fact my international team did work this way. We also had some break fix response on weekends, unpopular with my staff, but it was there. If anything to make our users “feel” supported. I actually still do this…
The one time I needed support was months ago when wait times were not as bad, and I was overall happy with the time it took, but by far the biggest delay was caused by the time zone shift. During the week when I was working it would essentially be a 24 hour delay between responses each time.
Phone support is 24/7, but lately people have been reporting issues. I personally have called twice and got through to support quickly.
During the 18 days since I open the ticket I have gotten 3 replies, so that is 6 days for each reply on average. No resolution so far, and the replies indicates that the support team is running in circles. I can RTFM so 24/7 phone support means nothing when there is a hardware fault on an unused product.
I think B-Mod is just pointing out that this is how they fulfill this…there is “support” available by phone 24/7. As you elude to it is unlikely that this support will actually result in immediate action. My suspicion is they are there to provide someone to speak to and likely have some level of instruction they will read and assist to get you over a hump. Actual hardware problems will likely just be put into the ticket system to be picked up by a qualified support person when that group comes online. I mean if they are available by phone then why can’t they be working tickets? Likely because they are not truly qualified.
Being in IT for over 20 years I typically do not call. In most, not all, I find calling in leads to very long conversations and being bounced around until you finally get to someone that can do something beyond reading from a screen. I find mail and chat allows one to save time as the process works through support levels.
I have actually received decent support from the folks on the forum that are not Yarbo employees. When it comes to failed hardware they of course can be of no help. You seemingly have to just do this 1 reply per day thing (Mon-Fri). If you are fortunate your issue is immediately recognized and some level of dispatch is made. I was fortunate early in the season, not so much now though, currently I am on week 3 with a faulty bumper…which literally just now destroyed my white oak sappling as it plowed through the barrier that used to stop it in the past…there is a ngz, but seems it was not large enough to make up for Yarbos tolerance…
Correct me if I’m wrong, but don’t they ADVERTISE 24/7 Support?
I should’ve finished reading the rest of the thread 
Honest mistake 
I find myself doing the same thing, at least you posted your mistake.
It’s the mistake Yarbo intends people to make. I am being assured they are there for me 24/7 in a ticket on a hardware fault. Red flag.
I actually got an email on a Sunday morning!
It is about my blade issue I have and the rover dying. So a few days ago, they told me my software update was coming that day. And right after that they were going to remote in and do a health check. So a few days past and no update. I emailed again, and now I got the same thing leave it on the dock and they will check on it, so we went no where in almost a week.
Thanks for your suggestion. Actually, the first-level support is available 24/7. We also have FSE support to cover weekends.
However, due to the high volume of support tickets recently, we currently have a backlog. We are actively allocating more resources to address this issue.
Thank you for your sincere feedback—we truly appreciate it.
I do see that you are increasing staff and indeed I suspect that the larger adoptation of these mowers is growing. I got questions from 2 neighbors and ultimately they purchased as well. I didn’t get credit as I purchased mine through amazon and that seems not qualified for the referral, I digress. Point is adoption is growing significantly and I have to assume many are not prepared for this emerging tech and your volume has grown even beyond the adoption. I even see robot mowers for sale in my local wal-mart now.
Thanks for reading and I guess my frustration is a bit of Yarbo should have seen this coming and be proactive instead of reactive. None the less thank you for recognizing and putting forth effort to improve.