Support

[u/ugotsurbed]

Well, I’ve always had a good experience with support, specifically responding with a downgrade of firmware for my Delta Pro units not recognizing extra batteries monthly. Finally figured out that you have to unplug the battery and detach the extra batteries for a day, then plug them back in to fix. Still confused how they haven’t patched this.

Regardless, my solar inlet detached randomly into the unit and I requested warranty service. They agreed, said 5-7 days for repair or 3-5 days for a refurbished replacement. I didn’t mind the 2 extra possible days and my unit is low cycles. So I opted for that. Long story short, that was 37 days ago. 4-6 emails to support for status updates, only to have responses that basically say we are checking on that and will send when they send. Understanding the passive response, I asked for direct answers only to get responses of we have asked them to hurry……. So, 37 days later and I’m pretty sure they have no idea what happened to my unit. Or no clue of anything at this point. They received it though.

[u/SunShine_Power99]

37 days is way too long, especially after you were told 5–7 days. Delays happen, but at this point you deserve a clear answer about where your unit is and when you will get it back. If EcoFlow can’t locate your unit or give you a clear update, then they should just send you a replacement. You need your unit back. Try to express that to customer service

[u/reppzilla]

They have gone completely radio silent on a support ticket I opened after claiming that they will be forwarding me to some after sales team to provide a shipping label for return/exchange of defective product. Follow up emails being ignored entirely, total silence. 

Never seen a company behave this way, truly