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 (9:00 AM to 11:00 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.