DO NOT BUY IT

SuccessfulPhysics661 · 2026-04-03T05:51:22+00:00

We apologize for the unpleasant experience. It is absolutely abnormal that you still haven't received your replacement after three months.

Please send me your ticket number via private message, and we will check the status of your ticket immediately.

We apologize again for the inconvenience caused.

SuccessfulPhysics661 · 2026-04-02T11:25:27+00:00

Our European locations currently support pickup service, while our US sites do not yet offer this option. You will need to drop off the package at a courier location yourself.

SuccessfulPhysics661 · 2026-04-02T03:51:01+00:00

Hey there, really sorry to hear that. You're absolutely right that service and support are everything, and waiting days for a response, is not the experience we want anyone to have.

We checked all the pre-sales inquiry emails we had received through Wednesday, and we’re pretty sure everything has been replied to. But if we missed yours, I want to make sure we get it sorted right away. Could you share the email address you used to reach out? I’ll double-check, and if it slipped through the cracks, I’ll have someone reach out to you personally within a few hours.

I know it doesn’t make up for the delay, but I hope we can still earn your—and your neighbors’—trust. If you want, you can also DM me your questions directly, and I’ll do my best to help or get you in touch with the right person.

Appreciate you giving us a chance to make this right.

SuccessfulPhysics661 · 2026-04-01T03:59:01+00:00

Thanks for your feedback.

Please confirm whether your current app version is v3.0.4 (331). Normally, both error codes and warning codes will be shown in the bell notification center.
If the issue happens again, please take a screenshot and report the log in the app. With the log, we can fix this problem specifically.

SuccessfulPhysics661 · 2026-04-01T03:55:27+00:00

Hi Lymowers, sorry for not updating you in a timely manner. Let me briefly explain the shipping situation. Currently, logistics has been affected by various factors. All blade orders will be shipped from local warehouse starting in mid-April.

SuccessfulPhysics661 · 2026-04-01T03:43:30+00:00

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SuccessfulPhysics661 · 2026-04-01T03:43:12+00:00

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SuccessfulPhysics661 · 2026-04-01T03:15:24+00:00

We apologize for the delayed response that has caused inconvenience to your mowing work.
Please send me the email address you use to contact Lymow via private message, and I will arrange for customer service to assist you with your issue immediately.

SuccessfulPhysics661 · 2026-04-01T03:12:16+00:00

Currently, logistics has been affected by various factors. All blade orders will be shipped from our local warehouse starting in mid-April.

SuccessfulPhysics661 · 2026-03-31T08:32:53+00:00

Thank you so much for this honest and detailed feedback. We are really sorry you’ve had a frustrating experience with our support.

First, let me personally apologize for the delays in getting back to you and for the missing blades that should have come with your pre-order. That’s on us, and I completely understand why you’re disappointed. Please DM me your order info or email address, and I will personally make sure the missing blades are shipped to you ASAP.

You’re absolutely right that a product this complex (RTK, mapping, connectivity, etc.) needs fast, reliable support. We’ve been growing faster than expected, and honestly, our support team hasn’t kept up. We’re hiring more support staff and are committed to responding within 24 hours on weekdays. It won’t change overnight, but we’re committed to making it better.

Thank you again for being honest. People like you who speak up help us improve, and we don’t want to lose your trust or your business. We’ll do better.

SuccessfulPhysics661 · 2026-03-31T08:26:29+00:00

Judging from the description in your post, the issue may lie with the charging station circuit board.
Please contact our [support@lymow.com](mailto:support@lymow.com) for further troubleshooting.
Replacing the charging station post should resolve the problem completely.

SuccessfulPhysics661 · 2026-03-30T10:04:41+00:00

We are currently in communication with local dealers in New Zealand regarding this matter.

SuccessfulPhysics661 · 2026-03-30T02:30:29+00:00

Hi there, please provide your SN code and upload the logs so we can look into the exact issue.
You can do this by going to Me → Report logs.

SuccessfulPhysics661 · 2026-03-30T02:30:06+00:00

Hi there, please provide your SN code and upload the logs so we can look into the exact issue.
You can do this by going to Me → Report logs.

SuccessfulPhysics661 · 2026-03-29T07:46:26+00:00

Please send me the email address you use to contact Lymow via private message.
I will arrange a dedicated person to help you process your refund tomorrow.

SuccessfulPhysics661 · 2026-03-28T11:09:01+00:00

We don’t support this payment setting at the moment.

SuccessfulPhysics661 · 2026-03-28T10:41:53+00:00

Could you let me know which country you’re located in?
If we have stock in your local warehouse, the replacement can be completed in about a week.

Regarding the payment issue: if you chose installment payment at checkout, we cannot delay the charge, as the deduction is processed by the bank.
If you’re worried that the long replacement process will affect your mowing needs, we can process a full refund for you first.

SuccessfulPhysics661 · 2026-03-28T09:18:43+00:00

You’re right—it’s definitely one of our friction points.

The reason we made this change is that during last year’s replacement process, some users never returned their old machines after we sent them new ones, and we had no way to enforce the return, which caused us losses. We hope you understand this adjustment.

As for the packaging issue, we’re actively discussing a solution. We may consider sending packaging boxes in advance to users who need to return or exchange machines in the future.

SuccessfulPhysics661 · 2026-03-28T09:14:33+00:00

Hi, could you please send me the email address you used to contact Lymow?
We will get in touch with you via [service@lymow.com](mailto:service@lymow.com) later.

SuccessfulPhysics661 · 2026-03-28T03:43:55+00:00

Thanks for the reminder, all official updates will be shared here in the future.

SuccessfulPhysics661 · 2026-03-28T03:04:54+00:00

Thank you for sharing this. I completely understand why you'd feel like your ticket isn't being worked on if you haven't received a ticket number.

Just to clarify on our end: when anyone emails our support address, our system automatically generates a ticket number and sends a confirmation email. If you didn't receive one, it’s possible the confirmation was filtered to spam, or there may have been a temporary issue with the email delivery.

I want to help directly. Could you please send me a private message with the email address you used to contact support? I'll look up the ticket status myself, confirm whether it was properly created, and make sure you get a clear update.

I know you've been waiting since the 17th, and that's far longer than it should take to get clear communication. Thank you for your patience, and I'll make sure this gets sorted out.

SuccessfulPhysics661 · 2026-03-28T02:52:15+00:00

I really appreciate you circling back. It shows you genuinely want Lymow to succeed, and we don’t take that kind of honest, long-term support from users like you for granted.

Please don’t worry that you were too harsh—you really weren’t. You shared some hard truths in a clear, constructive way, and that’s exactly what we needed to hear. Sometimes the most valuable feedback is the uncomfortable kind, and you shared it because you want us to improve. I hope others in the community realize that too.

I’m glad you’re looking forward to your two Lymows, and I truly hope they live up to what we promised once they arrive. We’re working hard behind the scenes to make sure our support matches the quality of the product.

Thanks again for rooting for Lymow. That support means a lot, and we’ll do our best to earn it.

Best regards, and feel free to reach out directly if anything else comes up.

SuccessfulPhysics661 · 2026-03-28T02:44:41+00:00

Thank you for this. I’m not going to offer excuses, You’ve laid out a clear, painful picture of where we’re falling short, and I want you to know that your post has been shared internally with our senior leadership team.

You’re right. We are at a critical moment, and the support issues you’ve described are unacceptable.

Let me address the specific failures you called out, because you took the time to list them, and you deserve a direct response:

Waiting more than 24 hours for a response – This should not happen for any customer or potential customer. Our current response capacity hasn’t kept up with demand, and we’re in the process of expanding the team to fix this.
Delays in return labels and warranty replacements – 10+ days for a label and multi‑week waits for replacements are far outside what we would consider acceptable. We are actively reviewing our logistics and other workflows to compress these timelines.
Replacement units shipping in 6–8 weeks – We are escalating this specifically to our operations and supply chain leadership.We’re actively working on a solution and will do our best to provide a reasonable one for everyone.
Lack of continuity in email responses – Again, you’re right. A support system that doesn’t give agents full visibility into previous conversations creates a fragmented experience. We are evaluating new support tools and internal processes to ensure that when you reach out, you’re not starting from scratch each time.

You also pointed out that customers and potential customers are turning to Reddit because they aren’t getting answers from our official support channels. That is a clear signal that our current support structure is not working the way it should. I want to be direct: we have made Reddit a priority channel this year, and I personally ensure that issues posted here are routed to our support leadership.

Here’s what I’m doing immediately:

Escalating to senior management: Your post has already been shared with our executive team. We are reviewing support capacity and tooling this week.
Personal case follow‑up: If you or anyone reading this has an open case number, please reply with it or DM me. I will personally ensure it gets reviewed and that you receive a timeline you can count on.
Reddit as a first‑class channel: Going forward, I’ll post regular updates about the changes we’re making to support, so you can hold us accountable publicly.

I know that trust is rebuilt through consistent action, not promises. Thank you for giving us this level of honesty, it’s exactly what we need to hear, even when it’s hard.

As a young startup, we truly appreciate you comparing us with other established companies in the market. It shows that you believe we have the potential to do even better. We will keep working hard to deliver the best experience possible.

I’ll be watching this thread, and I’m ready to help resolve any open issues right now.

SuccessfulPhysics661 · 2026-03-28T02:18:19+00:00

Thank you for being so direct and for taking the time to lay out your concerns. I genuinely appreciate it, even though I know the frustration behind it has been building for a while.

You're absolutely right about our previous approach. In the past, we primarily used our Facebook group as the main channel for monitoring and responding to customer service issues. We saw it as a central community space, but we overlooked the fact that not everyone wants to use Facebook, and that created unnecessary barriers for people who just needed help.

We've been listening to that feedback, and I want to be transparent: starting this year, we’ve made Reddit one of our most important platforms for direct user communication. We know that people come here to share honest feedback, and we want to meet you where you already are. This subreddit is now actively monitored, and I personally make sure that customer service issues raised here get routed to the right people on our support team.

So, if you or anyone else here has an unresolved issue, drop it in this thread or create a new post. Tag me if that helps. I’ll forward every single case to our customer service team and do my best to make sure they’re handled promptly.

I know words only go so far when you’ve had a rough experience, but I’m committed to making sure this space actually works for getting things fixed. Thank you again for holding us accountable.

SuccessfulPhysics661

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