The customer support is every bit as amazing as the mower itself
I have been very pleasantly surprised with the chat based customer support. The AI chat is very responsive and content focused, so you can ask questions about specific things, and it seems to be scanning the support knowledge base to provide answers, which is the way that it should be. At the point where it could no longer answer my question or address my issue, it connected me to a live person right away whose name was Emma, and she helped me to resolve the problem. My mower was suddenly not moving at a steady pace, and this was in the evening my time so I didn’t really expect to be connected to a live person. But after diagnosing the issue, Emma had me reboot the mower twice, and that fixed the issue. Also, I was able to upload video through the chat interface so that Emma could see exactly what I was talking about. So, I had a problem after hours on a Saturday evening, I connected to support through the chat tool directly in the application, I was transferred to a live person when the AI chat could not resolve my problem, and Emma did help me resolve it. In the customer service world this is called a one call resolution and this is really the Holy Grail of any kind of technical support. I have seen negative comments about customer support for these mowers, but this has definitely not been my experience. In my opinion, their technical support matches the surprise I originally felt about the performance of the mower itself. And it reinforces my thoughts that this is the best investment I have made in lawn care in quite a while.