Glad to see the new battery is working well now! Hope you continue to enjoy your Yarbo experience.
Hi there, we’re really sorry to hear that you are still experiencing the issue. Please rest assured that the replacement battery we sent you is not a refurbished unit.
I’ve asked the FSE responsible for your case to review your latest update as soon as possible. We will continue working with you to identify the root cause and help resolve this issue.
Thank you for your patience and cooperation throughout this process.
Thanks for the reply. I agree that the battery is not a refurbished battery. I had to do my troubleshooting which was easier since I have two Yarbos.
- Switched batteries between the two Yarbos and the problem continued with the same Yarbo.
- Had the Yarbos charge on the other charging pads (switched charging pads) and the problem followed the same Yarbo.
Thus, the replacement Yarbo is defective!
As mentioned, this Yarbo will complete a planned job but will frequently lose network connection (not gps) going to and from and area where I will have to go “save” it with Bluetooth. That was frustrating because even standing outside, it would take some time for me to connect due to continuous loss of network. This is not an issue with the other Yarbo.
I am not sure if the connection issue and battery are related, but I think it is time I get a replacement since I can no longer deal with this.
I would like to remind Yarbo that without my second Yarbo I would be wasting valuable time disconnecting/reconnecting things. The consumer’s troubleshooting should be an easier process.
Thanks for taking the time to do all of that troubleshooting and for sharing the results so clearly. Having a second Yarbo definitely helped narrow things down much faster, and I really appreciate the effort you put into testing the batteries and charging pads.
I’ve passed your replacement request and the details you shared to our support team for further review. We’ll continue working on this with you and appreciate your patience while the team works toward a proper resolution.
Thank you for your help.
Resolution.
“Thank you for your patience and for taking the time to perform the battery and charging pad swaps. We sincerely apologize for the continued inconvenience, especially with the charging issue and the network connection drops you have been experiencing.
After reviewing your latest testing results and the diagnostic history, we agree that the issue appears to be isolated to the Core itself. Therefore, we have approved a replacement for the faulty Core.”
Sorry it has taken so long, but I’m glad you’re finally going to be getting your Core replaced.
Hopefully you’ll receive the replacement soon, and that will be the end of this problem for you. Please feel free to keep us posted.
I honestly have yet to hear about a refurb core functioning without a problem. They’re being sent back for a reason, and yet they keep re-sending them back out.
I almost had a good one, until I found out my trimmer did not work with it, and support could not fix it after a half a month of emails.
They did make things right and sent me a new core. This afternoon I will hopefully get it set up and run a test mow.
We do have many users who are using refurbished Cores without issues, but I completely understand your concerns, especially given the problems you’ve experienced with yours. We’ll continue working with our team to get your case resolved as quickly as possible.
If anyone has any ideas, please let me know. Got my replacement Yarbo today and I have two issues: recurrent gps issues and the back camera is displaying upside down. Spoken to support twice. At this point, I may have to use the one I am replacing and just deal with the battery and network connection issues. By the way, my second Yarbo continues to work flawlessly - no network/gps/battery issues; guess they don’t make them like that anymore.
Can’t help on the camera. Sounds like a hardware issue there and probably needs to be replaced. But for the GPS issues, what does your diagnostics look like when you have no GPS? RTK, status, Data Center, and HaLow sections.
RTK was one. Got online with support. They were able to reset it (reinitializing was not an option on my end) and if it happens again, I am told to call again.
The camera issue they are still looking at but I am wondering if this will need to be sent back as well.
Hi there, I’m really sorry for the inconvenience this has caused, especially after you just received the replacement unit.
It looks like our support team has already helped identify solutions for both issues you mentioned. Please keep us posted once you receive the replacement part and let us know whether everything is fully resolved afterward.
My point is as the consumer, I should not have to take apart the Yarbo to replace the camera especiallly when this was just shipped from your facility. If this was a Yarbo out of warranty, this would have been perfectly acceptable.
The assumption is that the consumer has the time, patience and physical capabilities to continue doing time consuming troubleshooting and repairs to this device without adequate compensation especially when it arrives defective. When my Porsche Taycan battery failed, it was in the shop for two months. It was repaired and my time was compensated with free Porsche gifts. Yarbo deliberately stalls eating away at valuable warranty time and ships defective products and expects that “…really sorry for the inconvenience…” is adequate compensation for time and money involved in the interaction.
I do give Yarbo credit that support has upped their game and responds very quickly. But reliability of the product still needs a bit of work. On a whole, I fully support the product (own two Ys and paid for two Ms I may never see) but there is still work to do.
I completely understand your point. A customer shouldn’t feel expected to keep taking apart and repairing a newly delivered unit themselves, especially when they’ve already spent significant time troubleshooting.
We’re also continuing to expand our service center network so that more customers can have the option to send units in for repair instead of handling every repair themselves. In this case, because the camera module replacement was assessed as a relatively straightforward repair, the replacement part was sent directly to you as the quickest way to get the issue resolved.
We’ve also added 5,000 Yarbo Points to your account as a gesture of apology for the inconvenience and the time you’ve had to spend dealing with this issue.
We do appreciate your continued support, and we also recognize your point that product reliability and the overall service experience still need to keep improving.