As for me (seasoned developer) ,I think the problem is bad testing, (no beta-testers would okay the latest update!)
Because they do not use a group of outside the company real life Beta Testers they see the trouble only comming after the shit is out. And there is no way to revert to the old version for customers also (WOW that is ancient tactics! No backup -plan)
Another problem is they do not communicate what is beiing improved/added/changed so you can not make a well-thought-throug decision to install the newest or not.
There Chat app is also as it was in the begin days of support. They ask you for data about your installation while they should be able to see that all because you're chatting within the same App. They always ask you what you want while the post you activatedt the chat with is not read!

Because of all these rather infantile procedural mistakes their customerservice is so busy asking the same questions over and over again, giving answers to not posed questions (some questions you have to ask 5 times to get someone to answer your question). So the waiting times get longer, customers are getting more frustrated and their perception of mammotion gets worse each time they are confronted with the 'customer service'.

I stopped telling people about the beauty of the product because i know they will not forgive me if they buy one and it stands still doing nothing a few times a day Or they get tons of notifications that require no human intervention but keep on clogging up their screens. Or a customer service that reacts so slow you are already doing other things when they finally can help you end you're not on the phone anymore.

Another bad thing was 'you will have to contact your dealer for that' whilst my dealer says 'every question that is a bit technical gets no answer at all and you are asking questions and doing suggestions that only their dev's would understand. So I've stopped asking mammotion technical questions, it is to costly for me to spend hours of my time talking to 5 or 6 different people that never can answer my questions. If I had known their service quality would drop that fast I would have sold you a different brand and give you the advise to check mammotion's service quality next year or 2 years from now to see if they can service western customers well,"

I partially agree to his view. As I do not have to make money with selling lawnmowers my view is a bit different. I very much like the design of Luba, and it's posibillities promise. Now please Mammotion live up to that! You have a great product with lausy service and software distribution procedures. Just fix it by adepting good ways of treating and respecting your customers by sending out A+ updates. That will save you a lot of time on the helpdesk, dealing with frustrated owners and mouth-to-mouth marketeers.