u/phimour

I honestly do not know how a support case can be handled this badly.

My Mammotion/LUBA support case has now been going on for almost three months and has involved more than 120 emails.

The robot was sent in for repair and came back in worse condition than before. It still had the original faults, but also came back with new issues: missing screws, charging problems, poor cutting performance, connection problems, wheel hub motor error 1028, and cracked camera/protective glass.

Since then, I have been asked again and again for logs, pictures, videos, screenshots, descriptions, and explanations. I have provided everything. Multiple times.

After all of this, Mammotion finally confirmed that they would replace the robot with a LUBA 2 5000X and that the previously promised additional six months of warranty would still apply.

But then they replied that I should return the old mower using the original packaging.

That is exactly the problem with this whole support experience.

I have told Mammotion several times that the original packaging is gone because it was completely ruined. I specifically asked them to send proper replacement packaging. They did not. They only sent a cardboard box.

No original styrofoam inserts.

No proper internal protection.

Just a box.

And yet, after claiming they have “thoroughly reviewed all case records,” they still ask me to send it back in the original packaging.

How can you thoroughly review a case and still miss one of the most repeated and important points in the entire conversation?

This is not just a small mistake. It shows exactly how poorly this case has been handled from start to finish. Different people replying, no one seeming to understand the full history, repeated requests for the same information, incorrect warranty information, unclear replacement terms, and now a return instruction that ignores what I have already explained multiple times.

I have spent more than EUR 10,000 with Mammotion. I own multiple Mammotion products. I genuinely wanted to continue buying and recommending their mowers for years to come.

But this experience has completely destroyed my trust.

At this point, I am not asking for anything unreasonable.

Ship the replacement LUBA 2 5000X to me immediately, so I can use the proper packaging from the new robot to safely return the defective one.

That would solve the packaging problem instantly. It would reduce the risk of transport damage. It would finally move the case forward. And it would show that Mammotion is actually taking responsibility.

Instead, I am still stuck in endless back and forth after nearly three months.

More than 120 emails.

A failed repair.

A robot returned in worse condition.

Repeated explanations ignored.

A customer repeatedly asked to solve problems that Mammotion’s own process has created.

This is, without question, the worst support experience I have ever had with a premium product.

Mammotion makes expensive robotic mowers. Their after-sales support should match the price level. In my experience, it absolutely does not.

I am sharing this because customers deserve to know what can happen when things go wrong — not when the product works, but when you actually need support.

I honestly do not know how a support case can be handled this badly.

My Mammotion/LUBA support case has now been going on for almost three months and has involved more than 120 emails.

The robot was sent in for repair and came back in worse condition than before. It still had the original faults, but also came back with new issues: missing screws, charging problems, poor cutting performance, connection problems, wheel hub motor error 1028, and cracked camera/protective glass.

Since then, I have been asked again and again for logs, pictures, videos, screenshots, descriptions, and explanations. I have provided everything. Multiple times.

After all of this, Mammotion finally confirmed that they would replace the robot with a LUBA 2 5000X and that the previously promised additional six months of warranty would still apply.

But then they replied that I should return the old mower using the original packaging.

That is exactly the problem with this whole support experience.

I have told Mammotion several times that the original packaging is gone because it was completely ruined. I specifically asked them to send proper replacement packaging. They did not. They only sent a cardboard box.

No original styrofoam inserts.

No proper internal protection.

Just a box.

And yet, after claiming they have “thoroughly reviewed all case records,” they still ask me to send it back in the original packaging.

How can you thoroughly review a case and still miss one of the most repeated and important points in the entire conversation?

This is not just a small mistake. It shows exactly how poorly this case has been handled from start to finish. Different people replying, no one seeming to understand the full history, repeated requests for the same information, incorrect warranty information, unclear replacement terms, and now a return instruction that ignores what I have already explained multiple times.

I have spent more than EUR 10,000 with Mammotion. I own multiple Mammotion products. I genuinely wanted to continue buying and recommending their mowers for years to come.

But this experience has completely destroyed my trust.

At this point, I am not asking for anything unreasonable.

Ship the replacement LUBA 2 5000X to me immediately, so I can use the proper packaging from the new robot to safely return the defective one.

That would solve the packaging problem instantly. It would reduce the risk of transport damage. It would finally move the case forward. And it would show that Mammotion is actually taking responsibility.

Instead, I am still stuck in endless back and forth after nearly three months.

More than 120 emails.

A failed repair.

A robot returned in worse condition.

Repeated explanations ignored.

A customer repeatedly asked to solve problems that Mammotion’s own process has created.

This is, without question, the worst support experience I have ever had with a premium product.

Mammotion makes expensive robotic mowers. Their after-sales support should match the price level. In my experience, it absolutely does not.

I am sharing this because customers deserve to know what can happen when things go wrong — not when the product works, but when you actually need support.