mammotion.com

We fully understand the significant inconvenience and frustration caused by the device being out of commission and the lengthy wait times. This falls far short of our commitment to providing an exceptional service experience, and we sincerely apologize for failing to meet your expectations during the troubleshooting and repair process. On behalf of the team, I would like to offer my sincerest apologies for the recent charging issues with your device, as well as the excessive time taken for troubleshooting and repairs. To make amends, our team is currently formulating a solution for you. We sincerely hope you will accept our apology and the proposed solution. If you have any questions or require further assistance, please reply directly to this email or the message in our support system; I will prioritize handling your case. Once again, we deeply apologize for the inconvenience and thank you for your continued understanding and patience with Mammotion.

Thank you for taking the time to share such a detailed and thorough account of your experience. We have read every point you raised — regarding both your LUBA 2 and YUKA — and we want to sincerely acknowledge the frustration, time, and effort you have invested over the past two years. What you have described falls far short of the experience we strive to deliver, and for that, we are truly sorry. We understand that this is not a matter of a single inconvenience, but a prolonged series of unresolved issues that have eroded your trust. We take full responsibility for the shortcomings you have experienced, and we want you to know that your feedback is being treated with the highest level of seriousness. Regarding your LUBA 2 concerns: We hear your frustration with the offline mode instability, the steering behavior on damp turf, the battery drain when the unit gets stuck, the obstacle avoidance inconsistencies, the boundary drift, and the usability limitations including Bluetooth connectivity and the lack of in-app firmware rollback. Each of these points has been noted, and we recognize that the cumulative effect of these issues — especially when compounded by support interactions that felt repetitive rather than progressive — has been deeply disappointing. Regarding your YUKA concerns: We also acknowledge the issues you have raised about the sweeper collision behavior, the front caster wheel seizing, the turf gouging from asynchronous wheel speeds, the erratic navigation patterns, the cutting quality inconsistencies, the virtual border drift, and the Bluetooth connectivity problems. You placed your trust in us early on as a Kickstarter backer, and we deeply regret that the product experience has not matched the promise. Regarding fleet compatibility and docking: We understand your concern about the inability to dock LUBA 2 and YUKA side by side, and the frustration this causes in a multi-device setup. This feedback has been documented and escalated. Regarding your warranty and support experience: We take your concerns about warranty timing and the resolution process very seriously. We understand that you reported these issues well within your warranty period, and we are committed to ensuring that your case is handled fairly and comprehensively. The previous support experience you described — being caught in diagnostic loops without meaningful resolution — is not the standard we hold ourselves to, and we apologize for the impact this has had. What we are doing now: Your case has been escalated and will be further handled by the after-sales department. The after-sales department will: Review your complete ticket history and all previously submitted logs and documentation, so you will not be asked to repeat diagnostics or re-explain issues you have already reported. Conduct a comprehensive assessment of all the issues you have raised across both devices. Reach out to you directly to discuss a resolution path that properly reflects the history and severity of your experience. We understand that trust must be rebuilt through action, not words. Our dedicated specialist will be in contact with you as a matter of priority. We again sincerely apologize for the experience you have had, and we are committed to making this right.

Thank you for taking the time to share your detailed feedback. I sincerely apologize for the frustration caused by the recent software update on your Luba 2. We understand how disheartening it is to see a previously well-configured mower become unreliable, especially after investing significant effort into mapping a complex garden with trees and hedges. Your concerns about untested releases and the resulting "mohicans" (uncut patches) due to positioning loss are being taken seriously. Please know that your experience does not reflect the standard we strive for, and we regret that our support process felt dismissive in the past. To address this properly, we would like to take a different approach: 1. Technical Review: Our engineering team is ready to analyze your specific case. If you are willing, please share your latest device logs via the app. This will help us determine whether the issue stems from the new algorithm’s interaction with your garden’s unique layout or a specific firmware bug. 2. Stability Priority: We acknowledge your concern about frequent updates. For your case, we will prioritize restoring stable operation over pushing new features, and we will provide clear guidance before recommending any future changes. 3. Dedicated Follow-up: A senior support specialist will be assigned to monitor your ticket until the mowing performance returns to the reliable state you experienced previously. We value your patience and your investment in Mammotion. While we cannot undo the disruption, we are committed to making this right through focused technical support rather than generic troubleshooting steps. Please reply to this email at your convenience, and we will begin the diagnostic process immediately. Warm regards, Mammotion Support Team

We’ve Received Your Feedback: Sincere Apologies and Next Steps Regarding Your YUKA Experience Dear Customer, Thank you for sharing your candid feedback. On behalf of the entire team, I would like to offer my sincerest apologies for the extremely frustrating experience you have encountered while using the YUKA robot mower. You purchased our product to save time and better enjoy your outdoor living space; however, the issues you highlighted fall far short of the standards for performance and reliability that we strive to achieve. Please rest assured that our product and software development teams take your feedback very seriously. Real-world user feedback like yours is crucial for us to address specific issues and "edge cases" encountered in actual usage scenarios. To ensure we find a practical and comprehensive solution, I have escalated your case directly to our senior technical and after-sales management team. We propose the following steps: 1. Diagnose the root cause: With your consent, our technical experts would like to access your device logs for a targeted analysis. 2. Optimize settings: Provide you with personalized, one-on-one guidance. 3. Discuss a fair resolution: We want you to be satisfied with your lawn care solution. If, after our best efforts in technical support, the YUKA still proves unsuitable for your yard or fails to meet your expectations, we would like to discuss a fair after-sales resolution to properly address the matter. To help us locate your account and proceed with the next steps, please reply with the following information: Purchase channel and order number Device serial number (or "License Plate" ID) Email address used for your Mammotion App account We recognize that we have let you down, but we are determined to do everything possible to resolve the issue to your satisfaction. Once we receive your information, a senior specialist will contact you immediately. Thank you for your patience and for giving us the opportunity to properly resolve this issue. Sincerely, Mammotion Senior After-Sales Support Team

Dear Mr. Crumlish, Thank you for reaching out and sharing your experience in such detail. We sincerely apologize for the frustration caused by both the performance issues with your Luba 3000 AWD and the lack of communication following the return of your unit. We fully understand how disappointing this has been, especially given the time and investment you have made. We take your feedback seriously, particularly regarding the map deletion, charging failures, and the communication gap after your mower was received for inspection. Please be assured that we are now escalating your case to ensure it receives the attention it deserves. A dedicated after-sales specialist has been assigned to your case and will personally oversee the resolution process. They will review the inspection status of your returned unit. Their priority is to resolve this matter for you as efficiently as possible. We deeply value your patience and are committed to making this right. Thank you for giving us the opportunity to address your concerns. Best regards, Mammotion support team

Thank you for taking the time to share your experience in such detail. We genuinely appreciate the patience you've shown over the past six months, and we're truly sorry that your experience with the LUBA mini has fallen short of what you — and we — expected. We understand how frustrating it must be to deal with intermittent issues like unfinished scheduled jobs and the occasional failure to return to the charging station in time. These are not the kind of reliable, hands-free experience you signed up for, and we completely understand why your confidence in the device has been shaken. We also want to sincerely apologise for the support experience you've had — having to repeat the same information, feeling that your log submissions weren't properly reviewed, and being left waiting weeks without meaningful updates on your unit's investigation. That's not the standard of service we aim to provide, and we're sorry for the runaround. Regarding your request for a replacement or refund, we hear you clearly, and we're sorry this has not been properly addressed until now. We understand you are already in contact with our after-sales team and that your case is currently being worked on. Please rest assured that your concerns have been fully noted, and the team is actively reviewing your situation to reach a fair resolution. If there's anything further you'd like to share or if you feel the process has stalled, please don't hesitate to let us know so we can help keep things moving. We know trust is hard to rebuild once it's been worn down, but we'd welcome the chance to make this right.

Thank you for sharing your experience so openly. We’ve read every word carefully, and we want to offer our most sincere apology. Receiving the wrong product was already a significant failure on our part, but what followed — the conflicting information, the repeated handoffs between teams, the missing return label, and the need to chase us at every step — made an already frustrating situation far worse. You should never have had to escalate through multiple levels just to get a clear answer to something as straightforward as a fulfilment error. The fact that this process eroded your trust to the point where you no longer wanted to continue with us is something we take very seriously, and we are truly sorry. You were genuinely excited about the LUBA, and we failed to honour that enthusiasm with the service you deserved. We take full responsibility for how this was handled, and your feedback will be shared internally to ensure we learn from it. If you’re open to it, we’d be glad to arrange for our after-sales team to follow up with you directly — not to pressure you, but simply to listen and see if there’s anything we can do to make things right.

Thank you for sharing your detailed feedback regarding the Luba 2. We sincerely apologize for the frustration caused by the frequent stuck incidents, docking failures, and front wheel skidding you have experienced. We fully understand how disruptive this has been to your lawn care routine, and we take your concerns about both software performance and hardware design very seriously. With your permission, we would like to arrange for our after-sales support team to conduct a dedicated follow-up on your case. A specialist will review your specific situation and contact you directly to discuss appropriate next steps. Thank you again for your patience and for helping us improve. We look forward to your response. Warm regards, Mammotion Support Team

We've read through everything you shared, and we want to start by saying we're truly sorry for the experience you've had. The charging dock trouble, the mower stopping unexpectedly, the long back-and-forth with support — we can only imagine how frustrating all of this has been, especially after investing so much of your time into it. You shouldn't have to spend 20 hours going in circles, repeating the same information over and over. That's not the kind of experience anyone should have, and we're sorry it played out that way. We also hear your concern about the reviews — that's certainly not something we'd want you to go through. We know the last thing you probably want right now is to explain everything from scratch to yet another person. So here's what we'd like to offer: if you're open to it, we can have our after-sales team reach out to you directly. They'll have the full context of your case so you won't need to repeat yourself, and they'll be able to look into everything that's happened and explore what options might be available for you. No pressure at all — just know that we're here whenever you're ready, and we'd genuinely like the chance to make things right. Thank you for your patience, and again, we're sorry for all the frustration.

Thank you for taking the time to share your experience with us in such detail. I've read through everything you've described, and I genuinely understand how frustrating this entire journey must have been — from the recurring issues with the robot, to the parts mix-ups and delivery problems, to having the unit away for service during the peak of summer, and then finding it still not working properly upon return with accessories missing. That's a lot to deal with, and I'm truly sorry for the inconvenience and disappointment this has caused you and your family. We also completely understand your frustration regarding the compensation offer. Having to arrange and pay for alternative lawn care while waiting for a resolution only adds to the burden, and I appreciate you being honest about how you feel — your feedback is important to us. We could escalate your case to our after-sales team for a thorough review. They will have full visibility of your service history and will be able to look into all the concerns you've raised — including the missing accessories, the ongoing functionality issue, and your request regarding the refund — as a complete case. If you're open to it, we'd like to arrange this follow-up so that a dedicated team can get back to you with a proper resolution. Please let us know if you'd like us to proceed, and we'll make sure your case receives the attention it deserves.

Thank you for taking the time to share your experience. Please accept our deepest apologies for the frustration and inconvenience you’ve encountered with your mower. We hear you clearly: spending more time managing the device than enjoying a well-mowed lawn is unacceptable, and we are truly sorry that we have let you down. We also sincerely regret that your previous interactions with our support team did not meet your expectations. Your feedback is a vital reminder of where we must do better, both in product reliability and in how we care for our customers. Please know that your concerns have been escalated internally, and we are treating this matter with the urgency and seriousness it deserves. We value you as a customer and are committed to making things right. A senior member of our support team will be in touch with you shortly to listen further and discuss how we can best support you moving forward.

Thank you for sharing your experience with us in such detail. We've read through everything carefully, and we truly understand how frustrating this entire journey has been — from the initial troubleshooting that didn't resolve the charging issue, to the repeated adapter recommendation, the wait during the inspection process, and the lack of clear explanation around the repair quote, especially regarding the batteries. We sincerely apologize for the experience you've had. The communication gaps, the delays, and the insufficient detail in the documentation you received are not what we want any of our customers to go through, and we're sorry we fell short in your case. Your question about why the batteries were included in the quote is completely reasonable, and you deserve a clear, transparent answer rather than a generic response. We understand why the back-and-forth without meaningful follow-up has been disappointing, especially after supporting our product for three years and previously recommending us to others. We also understand that our after-sales team has since reached out with a proposed resolution. If you have any remaining questions or concerns about that proposal, please don't hesitate to let them know directly — they're ready to continue working with you until everything is fully addressed. We value the trust you've placed in us over the years, and we hope to have the chance to make things right.

Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration and inconvenience this entire process has caused you — we understand how disappointing this must have been, and we truly appreciate your patience. We want to acknowledge that the experience you described falls short of what we strive to deliver. Regarding the upgrade to the LUBA 3 AWD 5000 and the stock status after your payment, it appears there may have been a disconnect between our warehouse allocation system and the inventory displayed on our webshops. The stock shown online reflects general retail availability, which operates on a separate allocation channel from units reserved for warranty and upgrade fulfillment. This likely led to the confusing situation where the product appeared available while your order was placed on backorder — and we understand how that must have looked from your perspective. We also want to sincerely apologize for the experience with our support team. Being transferred between multiple agents and receiving templated responses is not the level of care we aim to provide. We recognize that the lack of proactive updates on your order status, combined with insufficient follow-up from our logistics side, created a sense of being left in the dark — and for that, we are truly sorry. Please know that your case has our attention, and we are looking into it internally to ensure it is handled properly. We value you as a customer and are committed to making this right. Thank you again for your understanding and for giving us the opportunity to address this.

Nous sommes sincèrement désolés pour cette expérience. Nous comprenons votre frustration — rencontrer ce type de difficulté peu après la fin de la garantie, avec un écart important entre l'estimation initiale et le diagnostic final, c'est effectivement très décevant. Concernant l'écart de prix, l'estimation de 288 € correspondait à un remplacement de batterie uniquement. Le diagnostic approfondi en centre technique a par la suite identifié d'autres composants à remplacer (carte mère, carte de puissance, moteurs de coupe), ce qui explique le montant final de 815 €. Nous entendons vos interrogations et votre déception face à cette situation. Si vous le souhaitez, nous pouvons demander à notre service après-vente de vous recontacter pour échanger sur votre dossier.

Thank you for sharing your experience with us — we truly appreciate you taking the time, even when things haven't been going smoothly. We're sorry to hear that the recent updates have caused frustration, and that the robot's behavior around boundaries and mowing consistency hasn't met your expectations. We also understand how discouraging it can be when the response you received felt dismissive of what you're experiencing on the ground. Your feedback matters to us, and we take it seriously. We'd like to make this right. If you're open to it, we can have our after-sales team take a closer look at your specific situation and follow up with you directly. Just know the option is there whenever you're ready. Thanks again for your patience, and we hope to have the chance to turn this around for you.

Thank you for taking the time to share your experience with us in such detail. We truly appreciate your honesty, and we're sorry to hear that your experience has been frustrating — that's certainly not what we want for any of our customers. We understand your concerns regarding the turning behavior and its impact on your lawn, the battery runtime not meeting your expectations, the occasional freezing during mowing sessions, and the charging alignment issues. We also hear you on the support experience — being on long chats without resolution is not the standard we aim for, and we're sorry that's what you've been dealing with. Your feedback is important to us, and we'd like the opportunity to make things right. If you're open to it, we can have our after-sales team reach out to you directly for a more in-depth follow-up. They'll be able to look into your specific situation and explore what options may be available for you. Again, we're sorry for the frustration this has caused, and we hope you'll give us a chance to assist you further.

Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and inconvenience you have gone through over the past several months. We understand how disappointing it must have been to wait so long for a response, and then to have your mower with us for an extended period without a satisfactory resolution. The communication you received during this time clearly fell short of what you deserved, and we are truly sorry for that. We also recognize that the option of returning the mower without completing the repair was not the outcome you expected, and we completely understand why that felt unacceptable after such a long wait. Your feedback is incredibly important to us. We are escalating your case internally so that we can review what happened and take meaningful steps to ensure a better experience going forward — not just for you, but for all our customers. We genuinely value your patience throughout this process, and we are sorry we did not meet your expectations. If there is anything further we can do for you, please do not hesitate to reach out.