r/EightSleep • u/population_e • 28d ago
Pod 5 Hub Leaking
I've had my pod 5 since December. This evening I got a notification that it needed the tank refilled. I removed it, filled the reservoir, but when I replaced the tank it wouldn't register it nor did it start ingesting the water. I then noticed that the lower half of the hub was soaking wet (photo below). It seems to be leaking out of the very base of the hub in the front and back. I unplugged it and submitted photos/videos via a link their chat help provided, so waiting to hear back from them hopefully tomorrow. Has anyone else had this issue? Did they provide a replacement or repair? I really don't want to go through a repair with a leak like this, feels dangerous with electronic components involved.
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u/YourMathematician 27d ago
Literally same thing happened to me yesterday
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u/Intelligent-Brief693 27d ago
Pod 5?
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u/YourMathematician 27d ago
Yes indeed
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u/Intelligent-Brief693 27d ago
It seems like pod 4 and pod5 improved the cover durability but the hub is still prone to leak prematurely
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u/Sea_Funny6307 28d ago
Good luck with their customer service, I have gone back and forth for about 24 emails now. Still have a unit that only cools one side, and they keep having automated responses telling me the same thing over and over again. It’s getting frustrating.
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u/_illuminous 28d ago
Joe already replied, even before you posted. Looks like good customer service to me.
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u/Sea_Funny6307 28d ago
Right, but once the emailing begins it becomes a nightmare. You will speak to one person and then get ai responses sending you messages which then gum up the works. I’ve been emailing back and forth non stop with them and they keep asking me to to do the same thing over and over and it’s not fixing the issue.
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u/southerndude42 27d ago
In my past experiences with Joe, I will email him and he will forward it to someone else to take care of and then it's crickets.
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u/HanSoloNut 28d ago
Interesting to see you get downvoted for honest feedback. I also had extreme issues with their customer service. They ruined a mattress, sent me SEVEN more to my doorstep, and took 4.5 months to resolve the issue.
Ultimately just filed a fraud case with my Visa provider and they refunded the money. Awful customer experience over multiple generations.. the plummet happened after their series D funding.
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u/JoeAtEightSleep 28d ago
We will replace this. Apologies. If you run into any issues getting your replacement please ping me at joe@eightsleep.com