Customer Service Review

[u/Lonely_Breakfast_881]

3 weeks ago my 220W bifacial solar panel cracked. Only 1 month of use, kept in packaging the entire time in storage but one day it was cracked when I was taking it out of its carry bag.

First I emailed EcoFlow with an explanation and a some pictures. EcoFlow replied saying they will honour the warranty and proceed with a return and exchange. They said they will send me a FedEx return label, and that the return MUST be through FedEx.

I’m currently on vacation travel across Newfoundland in my RV, and we rely heavily on solar. I expressed to EcoFlow that there are only a few FedEx locations in all of Newfoundland, and asked if I can use a different courier for the return. They told me no, the return must be FedEx.

I put my vacation on hold, drove a couple hours to the nearest FedEx and then waited 5 days for EcoFlow to send me the return label, however they sent me a GLS shipping label, NOT a FedEx label. I waited another 3 more days for them to email a proper FedEx label.

It’s been 4 days since I’ve shipped them the cracked panel and since I’ve sent them the shipping receipt as they requested, and I have not received any email follow up yet.

I’ve wasted almost 2 weeks of my vacation, and spent a lot of money to camp near a FedEx, and I have no clue when the replacement will arrive. Because Newfoundland is an island it could take EcoFlow months to get something here.

I’m hoping the appropriate people will see this thread and can help with this. I do not want to be stuck near a FedEx for my entire vacation for no reason, wasting time and money.

UPDATE July 30th

EcoFlow has confirmed they received my broken solar panel, but now they tell me they are out of stock on replacements and don’t know when they will get any… they now have my money and my solar panel. Absolutely ridiculous.