You sell the value of time, yet your processes show a disregard for the value of people’s time.
The time wasting steps required for myself and the mismatched support layers are beyond careless and inefficient.
Support ticket, ~30 mins on the phone, 2 hour video meeting at 4:30am that required less than 90 seconds at the machine based on pressing 1 button and showing the light code.
Your L1 support is unable to do that days earlier? A 2 hour block of skilled man’s time put to that task and apologies…
Then another 24 hours for another department just to “approve” the replacement.
There WAS plenty of time to get a core shipped this week.
A thousand apologies, “escalated”, and “expedited”…
Your brand has cheapened those words and they carry little weight coming from your label.
This comment is angry and emotional and hurried. For someone who values time as much as you , consider spending less time complaining and more time considering that a setup error on your part may have led to the issue in the first place. Also consider you backed an early company hoping everything would go smoothness and work perfectly. That to was miscalculated. You’ll probably now spend more unneeded time being angry at my post. But that’s ok. Just find some time to calmly meditate on being smarter than the robot.
The service is quite good in my experience. Overly polite at times and apologetic of issues but that’s a company taking every sale it makes seriously.
We sincerely apologize for the inconvenience and frustration this has caused.
First, I’d like to confirm that your replacement unit has already been shipped from our side, and you should be receiving it shortly.
Regarding the after-sales support experience, we do follow a standard support workflow, and the terms like “escalated” and “expedited” you were informed about reflect the actual actions we took during the process.
That said, we fully acknowledge that there is room for improvement. We are actively working on optimizing our workflow and continuously training our Level 1 support team to ensure faster and more efficient service in the future.
We truly appreciate your patience and understanding. If you experience any further delays or issues with after-sales support, please don’t hesitate to reach out to me directly—I’ll do my best to assist you personally.
Thank you for checking. I do appreciate the fast shipping. I recognize it’s a faster turnaround than the initial delivery. Now getting rid of the days delay for yarbo support to do a 90 second light color code diagnosis would’ve gotten me a core when I had some time over the weekend to remap.
Please address the issue below so that I may be a better contributor for this forum.
I am unable to upload photos to the forum on android running the latest version of the app.
Button press of photo attachment makes the keyboard dissappear but brings up no file selection.
I have checked my app permissions to be certain I have given access to files.
@Yarbo-Forum my new core has arrived, however I have not received an answer to my question about how to start setup with a potentially low charge battery.
While support was confident I could use my existing data center, I got mixed instructions on the battery. First I was told to plug it in for 30-40 mins to ensure decent charge, but then Travis told me I could just turn it on and plug it in if it dies. As there are pending updates I do not want to set up for another failure.
After the suggestion and positive responses to the notion that I might be doing something wrong I would like to proceed only with confirmed procedures.
I want to avoid having a unit that takes a L1 ticket that escalates to an L2 remote fix days later just to get it to roll off the box again.
The manual wired charger should charge the unit even powered off. Put the battery in and connect the wired charger. Leave the unit powered off until you get the answers you seek from support. Solid red means it’s charging. Solid green means it’s fully charged. I have found that if you unplug the charger when it’s powered off it does power on the core, something to be aware of.
Typical order of operations is power up the rover,
Activate the core in the app
Install the Data Center in the app (you can use the original DC)
Install the docking station in the app
Leave the rover charging on the dock and close the app
After a few hours(max) the rover should’ve updated to the latest approved firmware for your serial number. If you hear a random “ready to work” then it updated. Otherwise check it periodically every 30 mins and close the app if it hasn’t yet. You do not want to power cycle or anything in case it’s updating. Update status can also be checked in the bottom of the diagnostics screen. It always says 100% when you check if it’s not actively doing an update.
Thanks. That is what I had figured when i charged it in the middle of the yard before my video call.
I got the data center and charger configured. Battery was at 100% from the corded charge prior to firing it up. Its sitting on the charger with green status all around. It went through one firmware update based on app notification that it was behind on initialization and my router tracking couple hundred MB before the core seemed to restart itself.
However when I checked it said it was up to date but it still reads as the the last version. I closed the app and going to let it sit in the heat and think about life. Hopefully it updates tonight so i can feel confident about setting off to map again.
Thank you so much for bringing the photo upload issue to our attention, and we truly appreciate your patience. I’ve tested this on an Android phone, and it seems that when accessing the Yarbo forum via the app, photo uploads are currently not working. We suspect this might be related to compatibility issues between the app and the forum, and we’ve already forwarded this to our product team for optimization.
In the meantime, if you’d like to upload photos, you can access the Yarbo forum through your browser. We understand this might be a bit inconvenient, and we appreciate your understanding as we work to resolve the issue.
Thanks again for your valuable feedback, and we look forward to improving the experience for all our users!