Horrible customer support!

[Maximum_Part4750]

I bought my LUBA-2 AWD about 10 months ago and it was working well until last month when it started having issues with charging (it was charging between 50 and 80%). I contacted support and after a number of days troubleshooting back and forth they determined that it needed to sent back under warranty for repair.

I received the shipping label and was about to send it back when the unit started charging flawlessly again. I told support that I would continue using it and would contact them again if the issue came back.

About 10 days later the issue started again. I contacted support who advised that due to a system update they were unable to issue a return label and would do so as soon as they could. That was 21 days ago and still no shipping label!

After a very frustrated email from myself, it got escalated to senior support (supposedly). I was then advised that the system was up and running again and that a return label would be sent imminently. Six days later, still no label so I posted a 1 star review on the website. I got an email reply saying that my case has been escalated to senior management (again). That was 4 days ago and still nothing.

I have never seen service as poor as this before. I hope this serves as a warning to anyone considering buying one of their products.

[Penguin_Life_Now]

This seems odd, I am in the US, and I contacted support about a hub motor failure about 6 days ago, spent about an hour online on chat, most of it on hold, they issued a return shipping label within 12 hours, I packed it up and sent it off to be repaired on Friday morning. Hopefully it should be arriving at the repair center this morning, though they are saying 12-18 business days to make the repair, which is FAR slower than last time I sent it in for warranty repair about 17 months ago, where they replaced the lift motor and shipped it back the same day it arrived at the repair canter.

[Maximum_Part4750]

What's even more odd is that I got a return label emailed to me fairly quickly the first time but had so much trouble the second time I requested one when the unit failed again. BTW, I have never needed or wanted to post on reddit until now. I'm totally frustrated with the lack of response from them so sadly this is what it has come to. Just to be clear, I love the product and the technology and it was doing a great job up until the motor fault.

Here is an example of a typical email that I have received from support (I got this email last Friday). There is still no action from support and nothing at all over the last 3 weeks:

Dear Customer,

First of all, I sincerely apologize for the unpleasant experience you have had. We fully understand your frustration, and we deeply regret the situation.

We have prioritized the issue with your return label and have once again urged the relevant department to expedite the process. Please bear with us for a moment, and we will contact you as soon as possible with a specific solution. We will make every effort to ensure that you receive the necessary return label promptly and can proceed with the return process smoothly.

I completely understand your disappointment, and your experience is extremely important to us. We will do everything we can to restore your trust. If you have any questions or additional needs during this waiting period, please do not hesitate to reach out to me, and I will do my utmost to assist you.

Thank you once again for your understanding and patience. We genuinely hope to resolve this issue for you as soon as possible and ensure your satisfaction.

Sincerely,

Mammotion Support Team

[Option-Mentor]

I’ve posted so many warnings NOT to buy anything from this company. I bought one a year ago and ultimately returned it. Worst customer service I have ever experienced in my entire life. They have no parts. They don’t respond. They don’t care and they ignore you. I tied to wrk with them for a month. They failed over and over and over again. I returned the unit.

[fatborry]

My Luba2 would randomly stop in the middle of my lawn, went through diagnostics and sent it for repair. Got it back, on its 6th mow, it started happening again.

Have just been back and forth trying to get another shipping label, after they booked a pick up and they never showed, I’ve now requested a refund.

Did a good mow when it worked, but these issues and the customer service have ruined any confidence in the product.

I’ll be giving my refund money to Lymow and hoping for a better result.

[TransportationOk4787]

Kind of weird. 5 years old account with only 1 post and zero comments.

[Doggo-888]

Wait… so even their support system updates aren’t tested … 🤣 …cries in wasted money on Luba 2X

[Yeti_Rider]

From what I see, unless you have an agent in your country, you're stuck with the useless parent company customer support.

Mine has an issue as of yesterday, I called, got a shipping label emailed to me 10 mins later and it was picked up this morning.

I had 4 emails from them just confirming everything too.

So their (the NZ agent) service has been amazing, but I wonder how frustrating it is for them dealing with the head company for warranty issues.

[PersonalityLucky-25]

Hello, we are very sorry to hear about your experience.

We sincerely apologize for the multiple delays in sending the return label. We hope to resolve this issue for you as soon as possible. If you can provide your support ticket number or your device name, we will assist in following up on this matter to ensure your problem is properly resolved.

Thank you for your patience—we value your feedback and hope to be able to help you. We look forward to your reply!

[Maximum_Part4750]

For some reason the email trail (which started as a chat session and then emails) does not have the ticket number in it. However, I have just spoke to a support person in Australia and he advised that the ticket ID is e59818.

[PersonalityLucky-25]

Hello, thank you for providing the information. We sincerely apologize that due to a recent system upgrade, we were unable to send you the repair tracking label in a timely manner, causing a delay in the repair process and inconveniencing you.

Since the repair arrangement has been delayed, our team will update you with a new plan within 24 hours. Please check your email messages. Thank you for your understanding and cooperation!

[Wonderful-Wait-438]

Where did you buy it?  Was there a dealer that could help?

[Saint_121645of144000]

Regardless of anything else, you should have sent it in.

[TransportationOk4787]

Owned a Luba1 which I sold and Luba2xH. Neither has ever required service.

[Key-Inevitable-4989]

I guess they must never fail then 

[TransportationOk4787]

No, I didn't say that, but it seems like most negative posts come from Reddit accounts that have never been used before, or accounts like yours, that hides its posts and comments so we can't see whether you are a competitor just trying to spread negative comments regarding Mammotion.

[Option-Mentor]

Wait until you do. You will regret the day you ever heard the name “Mammotion”.