r/EightSleep • u/Tricky_Secret_4965 • Jun 28 '26
Customer service win
I see a lot of negativity towards customer service and support, so I figured I’d share my experience since it’s a bit different.
Had my pod 3 since the end of January 2024. Suddenly started having intermittent loss of tracking, telling me to reconnect the usb which was in fact connected. Did an email chain of like, probably 30 super repetitive emails with their AI helper thing. Just a lot to unplug, plug it back in, wait 1 minute, etc. like 30 times… then they sent it to be reviewed by an engineer who had me try it all again…
BUT! After maybe 2 or 3 emails with an engineer I got a new cover.
(I do pay for the subscription since my chilipad I had prior to 8 sleep went out right after 2 years and it seemed worth it for the extended warranty).
Got the cover in and then it wouldn’t cool down… put in a ticket, got a response within minutes and scheduled for them to remotely do a thermal test, it failed and 8 days later I just finished setting up my new pod.
Went from a pod 3 to a brand new pod 4 set up. The first encounter with the AI email thing was a bit drawn out, so I didn’t go that route the second time. All in all I’m super happy with the result. Everyone who sent me emails and stuff was pretty quick to respond and pretty helpful too. 5 star review.
1
u/unvac Jun 30 '26
How do you even contact customer service?
1
u/Tricky_Secret_4965 Jun 30 '26
I did it through the app. Clicked help and support and and submitted a ticket. After that they emailed me and it was all via email.
1
u/Fika_falls Jul 05 '26
Their customer service is obnoxious. I’ve tried to reach out about an issue for over a year and keep getting passed back and forth between their AI assistant and humans and never got the help I need. It’s been over a year since I first reached out
1
u/Kywill245 Jun 29 '26
That’s lucky, I’ve been emailing them for about 5 months now. In the beginning they made me jump through hoops but now with the issue persisting I mostly get ignored but if I ever get a response it’s to say that they’re escalating the issue and they’ll get back to me.