Does it always take a week to get even the simplest of things done with support? A motor in the mowing attachment is quite clearly bad and support is dragging their feet at doing even the most simple of tasks.
It’s a two week old machine. I am not sure what you return policy, but I would encourage you to move faster - there are a lot of mowers on the market in your price range.
Hi there, I’m sorry for the delayed response. We’ve recently been experiencing a backlog of support tickets, which has affected our response times.
Please rest assured that we will do our best to resolve the issue for you as soon as possible. I’ve already asked the Field Service Engineer responsible for your case to prioritize it.
Thank you very much for your patience and understanding.
Yea it seems like you give that same response to everyone. It doesn’t seem like a recent problem, it appears to be a systemic one.
My issue has a simple resolution - send a new mower - failures in the first week of operations are intolerable and unacceptable.
Not very hard guys and you are making it harder than it has to be.
Hold means it’s been referred to another department, like engineering.
Hi there, your ticket is currently in the FSE queue waiting for further investigation from our Field Service Engineer team.
Please be assured that we are continuing to follow up on your case and will work on it as soon as possible. Thank you for your patience and understanding.
I wonder if the engineering team is who left the machine in an unusable state? Someone woke it up at 232AM CST today because the lights came on and flashed several times.
It’s now stuck with its lights on and its offline.
You could always unplug the battery cable for 5 mins and then power back up and see if you can connect.
I would do that and it makes sense - but i have no idea what state they left the machine in. A simple, hey we got locked out during remote diag - could you please do X would have been a perfect response.
I build enterprise software for a living, I get it - nothing is perfect. Communicating with customers is not that hard and simple messages go a long ways.
You can certainly wait for support to get back to you but I don’t think it will hurt anything to power cycle it. They probably just disabled your access while they were working on it and either forgot to re-enable it or possibly are still working on it. If the latter, waiting for communication would be prudent.
Its just sitting in the same place with all of its lights on. Not sure what to do - I don’t want the battery to be fully drained or something more terrible. literally any communication from yarbo to give me a status would be just great.
Might not be your issue, but since the last update my iphone does not always update when I open the app, it shows it offline. I have to force close the app and re open it to update. Just a thought…
Even if you tap the broken chain to refresh? I’ve seen what you describe but backing out of a status screen to the main screen with the broken chain and tapping that does initiate the reconnect from what I’ve seen.
Its clearly not a connection issue. Why would the lights turn on and stay on if not for someone tinkering around, messing it up and then leaving it for me to figure our and follow up on with no comms on a next step.
also you can see in the picture I posted I clicked the chain to try to reconnect.
Same here. Network board totally offline w no cell, no wifi, no Halow not even any Bluetooth connectivity. Been waiting for a solution for too many days now also. Support needs more FSE/R&D support personnel imo. I trust Ken is working on improving this - growing pains of a leading tech company.
