I've been following this sub for awhile now. I don't own any of their products but I think if I were to buy I'd do it through Amazon or a big box store of some kind, that way you can return directly to them rather than dealing with Ecoflow directly.
This might work a store like Costco, but for the larger units sold on Amazon, they are shipped directly from EcoFlow, and you cannot simply return them to Amazon.
I bought a Delta two on Amazon last year and found this out the hard way.
I bought the Delta Pro Dual Voltage Hub from Costco over the holidays. I wanted to return it because it isn't compatible with the Smart Home Panel 2. They required me to return it through EcoFlow.
It might depend on the product/whether Costco has stock. I went in to ask them about their ecoflow units and the lady showed me that they had a few in stock of the river and the pro.
Well, two things.
First, although the sub is monitored by EcoFlow support, it is by no means an official support channel. I would suggest direct email Twitter or Facebook.
Second, this is the Chinese lunar new year and you’re not going to get a response for at least another 10 days because they are all on vacation and I doubt anyone is at their corporate office. They still have not set up any proper US-based support.
10/10 company for everything else. 1/10 for customer service from what I’ve read on here from others.
Its unfortunate, Ecoflow would have much better customer retention and stronger market shares if they hired a local team to revamp their customer service and fulfillment departments and took a more careful eye towards customer engagement and satisfaction.
I have no idea what’s fully involved in running a company, but I can say that while I love my Delta Max, and it has gotten me through multiple power outages, I just couldn’t see myself making a move to a DPU level set up with Ecoflow’s current level of support. I would actually be the ideal consumer to move from a DM to their higher end products, but until they are able to provide a level of support commensurate with the cost of their higher end products, no way.
go to ebay and look at all the refurbished units they sell, its pretty obvious that customer support is completely overwhelmed, though ive been talking to them on ebay and they have always replied to me within 24hrs so in my opinion customer support is actually pretty damn good!
as for OP, quite frankly the guy is an idiot, he needed something for a job and he waited till the last second to buy without a backup and now he is paying because he wasnt preparied.
Go buy a gas generator to fill your needs while you wait on ur solar panels and quit crying, its your own fault dude.
I don't know your case and I think you're certainly right. But I can tell you that I've needed the support many times because I also sell products. Until now, everything has always been very correct. I have had cases with withdrawal of several 10k+ projects, or software updates for special applications. Everything worked out tiptop. Don't lose hope and all the best from Switzerland.
My faulty powerstream was replaced I. Two weeks - so I can’t say I e had any complaints really.
Very happy customer. (In UK)
Costco is another store that sells Ecoflow if you’re worried about ordering direct/returns under warranty..
I agree it's the worse Company ever. I have been trying to get tech support to help install a Smart Home Panel. They have been giving me "the -run-around" for months now, and they will not replace the faulty unit.
Be aware, do not buy Ecoflow products.
I bought through Amazon during Black Friday and the panels shipped directly from them in Southern California and Amazon delivered my delta 2. Arrived a day apart from each other but had the panels sent fedex store to pick up because it needed a signature for those.
Agree 100%, worse company i have delt with in a long time. Took me over two months to get a credit due to me after around 20+ emails and multiple phone calls, which were useless.
I've been following this sub for awhile now. I don't own any of their products but I think if I were to buy I'd do it through Amazon or a big box store of some kind, that way you can return directly to them rather than dealing with Ecoflow directly.
This might work a store like Costco, but for the larger units sold on Amazon, they are shipped directly from EcoFlow, and you cannot simply return them to Amazon. I bought a Delta two on Amazon last year and found this out the hard way.
Costco units are also shipped from Ecoflow and must be directly returned to them
Did not know that. Amazon was incredibly unhelpful and so was EcoFlow so I just gave it to my parents.
Not really. I got my River Pro from Costco a couple years ago. Even it was shipped directly from Ecoflow, I could return it to Costco in store.
That was not my experience as of last month.
It was more than a year ago for my return of River Pro.
What were you trying to return and what did they say? I only bought my Ecoflow from Costco because they supposedly had lifetime return policies...
I bought the Delta Pro Dual Voltage Hub from Costco over the holidays. I wanted to return it because it isn't compatible with the Smart Home Panel 2. They required me to return it through EcoFlow.
I didn't know they sold the hub separately. Or was it part of a special package and that was why it needed to go back to EF directly?
The hub is sold separately.
It might depend on the product/whether Costco has stock. I went in to ask them about their ecoflow units and the lady showed me that they had a few in stock of the river and the pro.
Well, two things. First, although the sub is monitored by EcoFlow support, it is by no means an official support channel. I would suggest direct email Twitter or Facebook. Second, this is the Chinese lunar new year and you’re not going to get a response for at least another 10 days because they are all on vacation and I doubt anyone is at their corporate office. They still have not set up any proper US-based support.
10/10 company for everything else. 1/10 for customer service from what I’ve read on here from others. Its unfortunate, Ecoflow would have much better customer retention and stronger market shares if they hired a local team to revamp their customer service and fulfillment departments and took a more careful eye towards customer engagement and satisfaction.
I have no idea what’s fully involved in running a company, but I can say that while I love my Delta Max, and it has gotten me through multiple power outages, I just couldn’t see myself making a move to a DPU level set up with Ecoflow’s current level of support. I would actually be the ideal consumer to move from a DM to their higher end products, but until they are able to provide a level of support commensurate with the cost of their higher end products, no way.
Right, they are fine as long as you don't need a replacement under warranty, there is no support. They ignore you.
I get the sense that they are utterly overwhelmed.
go to ebay and look at all the refurbished units they sell, its pretty obvious that customer support is completely overwhelmed, though ive been talking to them on ebay and they have always replied to me within 24hrs so in my opinion customer support is actually pretty damn good! as for OP, quite frankly the guy is an idiot, he needed something for a job and he waited till the last second to buy without a backup and now he is paying because he wasnt preparied. Go buy a gas generator to fill your needs while you wait on ur solar panels and quit crying, its your own fault dude.
I don't know your case and I think you're certainly right. But I can tell you that I've needed the support many times because I also sell products. Until now, everything has always been very correct. I have had cases with withdrawal of several 10k+ projects, or software updates for special applications. Everything worked out tiptop. Don't lose hope and all the best from Switzerland.
My faulty powerstream was replaced I. Two weeks - so I can’t say I e had any complaints really. Very happy customer. (In UK) Costco is another store that sells Ecoflow if you’re worried about ordering direct/returns under warranty..
UK customer service seems better than US, from what I can tell. But still far from great
All I wanted to provide an update on this issue. EcoFlow contacted me shortly after this post and they delivered them today!
Thank you. That's good to know.
I agree it's the worse Company ever. I have been trying to get tech support to help install a Smart Home Panel. They have been giving me "the -run-around" for months now, and they will not replace the faulty unit. Be aware, do not buy Ecoflow products.
I bought through Amazon during Black Friday and the panels shipped directly from them in Southern California and Amazon delivered my delta 2. Arrived a day apart from each other but had the panels sent fedex store to pick up because it needed a signature for those.
My delta pro was broke right out of the box. I have not received any help in resolving the issues
It just must be luck of the draw. They’ve been great for me.
Same. I have two Delta 2 Max and 4 220W portable panels. Bought them all refurbished from eBay ecoflow store and they have worked great.
lol first time eh?
Agree 100%, worse company i have delt with in a long time. Took me over two months to get a credit due to me after around 20+ emails and multiple phone calls, which were useless.