Exceptional support from Mammotion
I bought a Luba 1 AWD 5000 nearly 3 years ago. First season – great. Second season it failed due to water getting in the previous year. Mammotion replaced it with a refurbished one. All was well until March this year: running time reduced, and charging time increased, with what used to be a 10-hour task taking over 20. I was investigating getting a new battery for it. UK distributor didn’t want to know as they never sold Luba 1s. Mammotion didn’t want to sell me a battery because they think their customers are unable to do the work themselves, which may in general be true, but of course I’m special, and therefore a bit annoyed...
In addition, this year’s version of the app no longer shows how many satellites were seen in common between Luba and RTK, often showing 30+ satellites for each but only Single positioning status. I asked support about this in the chat. I was told to update the firmware for the mower and RTK. What firmware? How to update the RTK? There’s been no updates for 18 months or more and the Mark 1 RTK has to be updated with a cable – and has had no updates since I bought it
Support tells me that they have “pushed” a Luba 1 update to me and point me to the RTK update procedure. I update the mower. I fail to update the RTK because the Mac app crashes seconds after launch.
Bother. Bricked mower.
Support say they will send a shipping label and update it for me. I mention the battery and ask them how much to replace it while they have it.
Packed, with its broken (again) front bumper and some hope, and shipped. Support tell me that they will replace the battery FoC. Hurray!! I wait patiently, just pinging an email every week for status. They send holding replies thanking me for patience and understanding.
4 weeks in I’m told they will send me a new Luba 2 AWD 5000X. What??? I read the email several times. I don’t want to query it because it might be true. I send big thanks and much appreciation and hold my breath and wait for the tracking number.
Last Tuesday a Luba 2 arrives. App says it has a 3 year warranty too. Gobsmacked. Spend a couple of days happily fixing the RTK, mapping and mowing.
Friday another courier delivers my Luba 1. It’s been fixed! New battery, RTK updated, new front bumper. Just when I was about to sell its charging station too… Double gobsmacked!
Fixing my Luba 1 FoC was above and beyond what I expected – I was happy to pay for everything beyond the RTK update. But a second mower???
TLDR: Luba 1 went in for update and repair. Mammotion sent me a Luba 2 AWD 5000 X as a replacement. Then sent back the repaired Luba 1 as well!