Yarbo support and SLAs

Support & Solutions
1

A rant/complain about Yarbo’s customer support:

  1. My core’s power board died after 2 months. This was after repeated attempts by me following up with Yarbo about sending me the waterproofing kit, which to date I haven’t received.

  2. It took Yarbo support 15 days to get me a new core.

  3. To my surprise, I wasn’t aware that the new core required me to re-map the entire property, as the app doesn’t allow using the current map (huge design limitation).

  4. I logged a new ticket on May 17th for customer support to migrate my map. It was finally migrated on May 26 and during this time only false promises been made that they have “escalated”.

My Yarbo was inoperable for 24 days and my grass has grown almost 14-16inches (growing season here).

How is a customer supposed to deal with this lethargic customer service? Should I hire a lawn care company to cut the grass while I wait for Yarbo to fix the issues? Should I get a backup mower for downtimes like these?

Questions to @Yarbo:

  1. What are your SLAs?

  2. How do you recommend I cut 14" tall grass with Yarbo?

  3. Why isn’t a dead mower/snowblower considered sev 1 ticket for an immediate resolution?

  4. Why isn’t the customer support available during US day time (or 24/7) since you sell globally?

  5. Why is the customer support staff not available on weekends or holidays? Do you expect customers to not use Yarbo on these days?

  6. Why is every ticket “escalated”? Is your first level staff not trained to handle simple stuff?

  7. What is your escalation matrix?

5 Likes
2

Thank you for sharing your feedback—I completely understand your frustration. As part of the Yarbo User Experience Center team, I’m here to address your concerns and offer some solutions.

First, regarding the power board issue: If the power board is already mounted vertically on the side of your Yarbo or sealed with black sealing glue, you won’t need the waterproofing kit. However, if this isn’t the case, please let me know, and I’ll arrange to send the waterproofing kit to you as soon as possible.

We also sincerely apologize that Yarbo is unable to handle grass of that height. It may require some manual intervention before you can resume normal lawn maintenance with Yarbo. If you’d like to give it a try, we recommend lowering the moving speed and setting the cutting height to the highest level. However, we must mention that Yarbo may still struggle with this situation.

Now, let’s go through your points:

Customer Support Hours: Our first-line support team operates during U.S. daytime hours (8:00 AM to 10:00 PM EDT) and aims to respond to inquiries within 24 hours. For simpler inquiries, our team works to provide helpful responses right away. For more technical issues that require expert assistance, the issue will be escalated. In your case, the power board issue and map migration needed technical support, which is why your case was escalated. I apologize for the delay in getting a response from our tech team; their resources were stretched during the holiday period. We’re aware of this and are actively working to increase the tech support staff to improve response times.

Training for First-line Support Staff: We are constantly improving our first-line support training to ensure they can resolve more issues directly and recognize when to escalate a case. This helps reduce delays and makes the process more efficient. We’re also optimizing our support workflows to enhance both response speed and quality.

Priority Service for Critical Issues: I completely agree that a dead mower or snowblower should be treated as a priority (Level 1) ticket. We’ve made sure this is emphasized within our team, and we’re grateful for your feedback, which helps us improve.

Finally, if you ever feel your ticket isn’t being addressed in a timely manner, please don’t hesitate to reach out here directly, and we’ll make sure to get you the support you need. Your feedback is incredibly valuable, and we’re committed to improving our after-sales service.

Thank you again for your patience and understanding as we work on these improvements. We truly value your input and will continue striving to provide better service.

3 Likes
3

Thank you.

My old core that broke down had the power board mounted horizontally. I received this core in early March. I followed up in April by logging a ticket to ask for the waterproofing kit - #79601. Nothing was shipped to me until the core developed power board issues. My new core has the board mounted vertically though.

Few points -

  1. During the Chinese labor day, there were no responses from your support team for 5 days. Many customer were complaining about the same on Facebook as well. This shouldn’t be the case for a company that sells their products globally and not just domestic market.
  2. I appreciate that you want to treat a dead mower or dead snowblower as a Sev 1 issue. However, this requires expedited shipping of the replacement and immediate resolution of issue (perhaps a zoom call or phone call with the customer). The lawn will continue to grow and the snowfall will happen during the downtime, so unless a customer has a backup mower/snowblower, a resolution that takes longer than 2-3 days is really a deal breaker. Example - you advertise that you have shipping warehouses in CA, IL and NY. My replacement core shipped out of CA (I am in northeast) and took 7 days to reach me. This duration could have been 1-2 days if it shipped out of NY.
  3. I see that the word “escalated” is used way too often by your staff. Every issue gets escalated right away. This raises two concerns - (1) If everything is escalated, then everything has the same priority. (2) It makes your first level support look incompetent since everything is escalated. I think this can be fixed by proper training and will truly go a long way in enhancing customer experience.

Finally - I want to again thank you for your response and would like to emphasize that a product is only as good as the customer service.

3 Likes
4

I Like the product and the idea. But These are some of my points why I didn t Order a Yarbo yet. :man_shrugging:

1 Like
5

I’m going on a week now of waiting for any sort of useful response from support. I’ve only had my unit TWO WEEKS. I have what should be an easy problem. The blade height won’t adjust. So the mower won’t start a job, it just hangs while reporting “adjusting blade height”.

I opened ticket #88701 on Tuesday last week. I’ve messaged and commented in the ticket, called in several times trying to get even a hint of what to do. Support has been a complete waste of my time.

No suggested steps to try. Maybe I had already done the basics by cleaning the under discs and hard restarting the device.

When talking to support they keep saying “give us a few hours maybe 24 hours”. Last I heard anything was Thursday last week. No updates on Friday.

Now it is after 8am EDT and the phone tree goes straight to voicemail like support is closed.

I’ve asked for support managers, engineers, anything. I’ve been constantly blocked or pushed off when trying to speak with someone to either hear my concerns about support or to actually get help.

This is REALLY bad.

6

I called several more times between 8a and 9a today, and the call queue didn’t open until 9a.

Travis took my call at 9a edt. Seems like you have a daylight savings time issue.

There has been ZERO engagement from anyone beyond level one on my ticket in over a week.

I’d just like to know if the thing is even trying to move the blade height.