Ecobee

company refusing to honor warranty replacement of thermostat. Provided the requested information to process warranty and now they keep emailing for more and more information delaying the replacement.

Problem Date 3/15/18
Purchase Date 2016
Product Ecobee 3
Cost Approx $200
The main unit has failed to register the correct temperature. I contacted customer support and was given instructions to correct the unit. I followed the instructions and the unit fails to work. The ticket number for the tech support is ***. I asked for a replacement under warranty and tech support refused and says they find no issues with the unit and refuse to replace under warranty which is listed as 3 years. Tech support closed the support ticket and I have tried to reopen it, but they continue to just close it.

I called them to replace my unit they have agree to replace the unit. after 8 weeks im still waiting for there support to get a replacement. they keep on saying they are waiting for there lead team to get a update. seems the update means waiting for the product to go out of warranty. since they are still not able to give me a update on this seems they dont want to replace the unit.

I purchased an Ecobee Elite 3 from ***. Prior to purchasing it I used the Ecobee website to confirm that it would work with my system. After installing the product it worked correctly and I was happy with the product until a fee hours later when my entire heating system went down. Unable to resolve the problem I had to hire a professional who discovered that the thermostat that the Ecobee termestat had caused a power overload that blew my fuse to the heater because of the wrong voltage. I attempted to contact their support line but either got a busy signal or waitee on hold for 1.5 hours with no answer. Several days later when I did get to talk to a REP, he refused to offer a refund, when asked to talk to a supervisor he also refused. He eventually promised me a supervisor would call me in a few minutes and hung up on me and I never received a call back.

As told to do so by the ecobee company, I refused shipment of two room sensors....the package was returned to ecobee and after 3 months ecobee has failed to return my $79.99 usd plus tax after making countless attempts in 3 months.

Horrible technical support team! Spent hours with them debugging my ecobee issues. At first they said there is a failed terminal in my ecobee and will send me a replacement. Then, another technical support rep said its my furnace and cancel my replacement order. I spent over four hours on the phone twisting different wires with them and they spin me around in circles. I asked to talk to the supervisor and the "Team Lead" said if you call again, you will get me again anyway and we will not ship you the replacement unit until you fixed your furnace issue. Dont buy their products!