So we all know the issue of rover running a trimmer memory plan in reverse and the rover running sidewalks in reverse. So about a month, or more ago I started a ticket so Yarbo support could put it on their radar. They asked for logs and if possible a video. I got the logs for them, but was not close to get a video. That was 10 days ago, no update. So yesterday I asked if there was an update to this situation. I get a reply back that the log was not enough, they need a video too.
Come on, you need to see a video of a rover trying to do a memory path in reverse? Should I let the rover keep doing it till it wrecks the trimmer so it is on video for them? I explained there is nothing to see it is just running the path in reverse. I am pretty sure they can get their test dummy unit to do it. So now a perfect capture of logs is not enough to diagnose a problem we now have to run out and video a Yarbo doing dumb shit. Come on support, do your job, I should not have to do it for you for a common issue.
I wonder about the video requests from time to time. It’s always frustrating and sometimes insulting as well.
But what I’ve come to realize is that a picture (video) is worth 1000 words, and especially when you’re dealing with language translation issues, I suspect the videos really do help them understand what we’re talking about.
It’s not just a Yarbo thing. I own multiple robotic items where the Chinese support staff ask for videos of the issues. I suspect it’s being done for the same reason.
But come on this is a known issue for a long time. What is a video going to prove? Did the logs not show the motors powered in reverse? I know china loves our videos, but come on now, this is not a issue only I have. The whole yarbo world is now waiting on me to make a stupid video to save us all.
Seriously though, I totally feel your frustration. And not just about the request for videos, but also the multiple stupid questions that Support asks, then we need to wait 24+ hours for the next question.
What I do now is, I try to anticipate every silly support question they’re gonna ask, and I preemptively answer them all in the first support email.
I just do a bullet point list that describes the problem, and the steps taken to diagnose and self resolve the issue.
The log data can be misleading. The video proves that it’s doing something unexpected. Screenrecording of the app is also very helpful. If you capture both at the same time, along with the log data it is the trifecta for their analysis. I don’t have the log data but video, pictures, screenshots, and screen recordings help me to help others. It’s a pain to capture for sure, but it does lead to faster diagnosis.
But come on, this is a well documented case. Ok even so I did not do my job (wait, I paid for this, they are not paying me), how long were they just going to sit on the ticket, 10 days already passed? Maybe when I take the video I should post it on social media, that seems to get a faster response.
The customer should not have to do all the work here, do better yarbo, try testing your product!
Here is a thought, in the logs, maybe they should record the video from their own built in cameras? They can ask for permissions to use the video, that would make a hell of a lot more sense then me having to record this thing doing dumb stuff.
Went out to waste some more of my hands off trimming and mowing yarbo claims…
I chose the wrong trimming plan, but it still did the plan I was closest to in reverse. This is very alarming that is would do the wrong plan in reverse just because it was close to another memory plan! Need a promp in the app,
CAUTION YARBO IS ABOUT TO DO STUPID THINGS UNPLANNED, AND POSSIBLY IN REVERSE!!!
One would think, but no, they need MY video to help them fix it. Done sent, bet it does nothing. Best part is now that I did the work I found another memory path issue, reverse, and the wrong path, great.
My 1 hour first impression of the trimmer was actually pretty good. It worked exactly as I expected, and I was able to create some pretty elaborate memory paths.
Then the trimmer died. And killed my Yarbo in the process.
I don’t regret buying it though. I think it will serve me very well once I get my replacement. It’s not a perfect design, but it seemed to work well.
I have mine the garage. Can’t wait to hook it up. I have to set everything up again as we moved.
Things been in the garage for 3-4 weeks. Shoulda shipped mine to use in my absence! @rgloverii
One time support told me Sidewalks could only be straight. I tuned out on sidewalks after that. I don’t use them anymore. Which is a bummer because having snow blown sidewalks is pretty nice.
Yeah, I have never used a sidewalk after hearing about the issues. I have my path to most area from the charger on my sidewalk, it does a good job most of the time except when it gets off path a bit and rams the front steps to my house taking out the shear pins at the same time.
I just have to widen the sidewalk out a bit with a shovel. You know the hands off use of yarbo is great.
Couple months and my main warranty will be up and it still has a ton of bugs…
