ecobee Reviews

I have never bought a worse product in my life. It constantly loses its wi-fi connection for absolutely no reason. Getting customer service is an impossible task. The company keeps releasing firmware updates that only make the product perform even worse. I had to remove it from the wall and replace it at a significant cost. It's nothing but useless garbage. Save yourself the trouble and avoid buying it!

The phone is never answered promptly!

This review is not about the employee, they were great! It is about the wait time. I was on hold for approximately 43 minutes before Ecobee mentioned that a call back option was available. This information should have been provided right from the beginning. Unfortunately, by the time I received this option, the damage had already been done due to the long wait. However, I must say that the support I eventually received was excellent, and my problem was resolved in less than 5 minutes.

The products are of good quality, but the customer service is even worse than AT&T, Comcast, or any other company known for providing terrible service.

They completely disregard their support Case system. Every time you call, they assign you a new case number, even if you mention your previous one. They close the case and pretend it's resolved, even though they claim to close it only after 24 hours of no response. This has happened to me multiple times, including when I was waiting for them to send a replacement product, which took them 5 days.

There is no proper management or follow-up on their cases. They do not make it easy for you to escalate your issue, and in fact, they outright refuse to let you speak to a supervisor. I had a supervisor named Andrew who refused to take my call.

The company's website promises two-day shipping, but in reality, they shipped my order via UPS ground from Illinois to California. Furthermore, it took them two business days to even fulfill my order, resulting in a total of five business days instead of the promised two. When I reached out to them, their response was simply, "Sorry about that," which is unsatisfactory for two reasons.

Firstly, they failed to proactively inform me about the delay. While I understand that delays can occur, it would have been easy for them to send an email notifying me of the situation.

Secondly, they continue to advertise two-day shipping on their website despite being unable to fulfill this promise. Moreover, they deceived me by using a shipping option that took three days once they finally processed my order. Typically, when companies make logistical errors, they compensate by using a faster shipping method, not a slower one.

In the future, when I decide to purchase their product (which I do like and there are additional accessories I can buy), I will opt to shop at Amazon or my local BestBuy instead.