Mammotion Poor & Totally Ineffective Technical Support
Mammotion clearly relies on offshore support staff that has almost zero technical knowledge, routinely repeats saying will escalate to technical support team (which doesn't happen) and blatantly ignores repeated requests to speak to a technical supervisor (who are obviously afraid or just don't care to speak to customers and/or handle escalations). Have been dealing with the same issues for over 5-weeks with the same lame, ignorant and ineffectual responses and lack of action. Totally ridiculous and beyond frustrating. Note just responding quickly doesn't translate into good customer service if your problems/ issues aren't resolved or handled properly. Key issues encountered: 1)Last several firmware updates bug-ridden and require to remap your entire lawn. No QC and totally ignorant to the pain and frustration for constantly having to remap your zones. This continues to persist. 2) Virtual fences do NOT work...totally ignored. Unit backs up totally oblivious to where it's location and ignoring proximity to the virtual fence...risking the unit to substantial loss. The developers are clearly clueless and proof there is no adequate QC testing. Like any recall situation...either fix the problem or take it off the app until it is corrected. 3) Forget about escalating to Technical Support Supervisor (Tier-1/Tier-3). They either don't exist or totally apathetic to customer complaints/issues. 4) No case management in Customer Technical Support. Each day new customer service rep takes the same email/case/ticket, don't read the previous threads, and create a new email stating the same, lame, no-action response saying it is escalated and you'll receive a response shortly. Only to have another junior support rep pick up the same ticket and do it all over again. Rinse & Repeat for over 5+ weeks. Forget about expecting to hear from a Technical Support Supervisor or Tier support. Ridiculous! Update - after this review a "senior" support rep reached out and said he would address my issue...only to be ghosted and then a junior-junior rep just cluelessly drops in and says "glad we were able to address your problem" - what a joke! Either totally incompetent, don't understand the basics of the English language (hence the reference to offshore earlier) or someone is looking to up their performance rating by wrongly closing the support ticket. BTW - don't believe that US support is based in CA. It is definitely offshore - hard to understand, English language deficiencies and the tell-tale sign...just repeating the same script and what you've already told them. Horrible customer service...rinse & repeat.