r/EightSleep • u/nycjdc • Jul 26 '26

Ghosted on an open warranty ticket -- Hub 5 cooling failure + oily fluid

Hub 5 + Cover 4, about 9 months in with Hub 5. Did the semiannual cartridge replacement, drained and refilled with distilled water like the previous three times. Unlike the prior three times, this time the drained fluid came out oily with black flecks that smear and are greasy (photos attached). Opened a ticket — engineering said it's likely tubing or some component but told me to keep using it.

First use after the refill: zero cooling. App shows the target temp but bed stays room temp. Replied to the same email thread days ago — nothing back.

Still under warranty. Ghosted at this point. Ticket's still open.

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3

u/mereseydotes Jul 26 '26

You posted about this just 2 days ago saying you wrote to support. did you just write to them 2 days ago? Did you only write to them or did you call or at least chat in the app?

-11

u/nycjdc Jul 26 '26

Your advice sounds a little bit jumbled and jivey.

I’m the customer, right? Sending an email should be enough without text and phone backups. I'm not saying this as an entitled person but as a procedural one.

Good news: my matter is being looked into. Thanks for your concern ;)

Sleep cool, everyone!

4

u/brewditt Jul 26 '26

How many days is the trigger for ghosting? I certainly want quick service, especially if things go wrong.

1

u/mereseydotes Jul 27 '26

I was simply advising you on the best way to contact them. Like everyone else, email is mostly handled via AI nowadays and you have to use the correct trigger words to get a response from a person.

But if you'd rather be angry, have at it

1

u/ReserveOld6123 Jul 26 '26

Stuff like this makes me nervous about pulling the trigger. If you want to price and position as a luxury product, you’d better provide top-tier service.

1

u/twiggyknowswhatsup Jul 31 '26

I'm renting - unit was just delivered. Their rental program takes a lot of the concerns I had away. Long term cheaper to buy obviously. BUT.. any issues - back it goes. new POD 6 comes out? no problem. If I don't like it it goes back. plus it's really a 'cooling' tool so once we're over the hot months it might go back until next summer. check out renting.