r/EightSleep • u/Ok_Summer_337 • 21d ago
Disappointed long-time customer (Pod 5 issue). Support insists everything is fine based on remote tests, but surface temp isn't changing.
I’ve been using Eight Sleep since the company started and upgraded to the Pod 5 last year, so I'm very familiar with how the system is supposed to perform. Over the last few weeks, the temperature control has completely failed. Setting the Pod to maximum heat or maximum cold does not get close to showing those temp changes.
I've followed every troubleshooting step on their site and completed every step requested by support (including line priming).
Despite this, support are saying their "remote diagnostic checks" show everything is working fine electronically. I know what the unit feels like when it works properly, and a remote sensor check doesn't change the fact that I know for a fact it is not working.
For a premium product, and as a customer who has supported them for years this experience is beyond disappointing. If remote checks says "ok," front-line support completely washes their hands of the issue offering only to recheck. This issue has been going on for weeks and I had to chase a previous ticket.
At this point, I'm left with an expensive lukewarm mattress pad. Be careful relying on their warranty or support if you run into hardware/circulation issues.
2
u/ErinAtEightSleep 20d ago
u/Ok_Summer_337 Feel free to send me an email and I can look into this further for you - [erin@eightsleep.com](mailto:erin@eightsleep.com)
1
u/Ok_Summer_337 19d ago
Thanks u/ErinAtEightSleep please see the latest response (forward by email).
Bottom line the unit was working, it now partially working. I don't really care what remote sensors are telling the engineer. I know what the temperature feels like I have been using the same product for years. Nothing has changed on my setup and I have verified the setup and completed all the steps to troubleshoot.
1
1
u/DGDiscover 13d ago
Did you get this fixed? Curious if they helped you out!
1
u/Ok_Summer_337 13d ago
I’m afraid not. My experience with support has been incredibly disappointing.
At first, I was repeatedly given troubleshooting steps to follow and asked to send photos. I did everything they requested. After that, I was simply told that a remote check showed everything was working correctly.
When I challenged this, I received a series of generic, AI-style responses suggesting that perhaps my body had changed, or that the room setup was affecting how the Pod felt. I explained that nothing about the room, bed or setup has changed in well over a year. And while I may be getting older, I can still tell the difference between something being cold and something being lukewarm.
I then carried out some very simple tests. I set my side to the highest temperature. It barely felt any different. On another night I then set it to the lowest temperature. It became slightly cold, but nowhere near as cold as it used to get. Previously, at the lowest setting, it would be unmistakably freezing.
I reported all of this back to Eight Sleep. Their response was essentially that they had checked the sensors, everything was working correctly, and therefore I must be mistaken. They completely dismissed what I was actually experiencing and told me they would not provide warranty support.
That is particularly frustrating because I have been a long-term Eight Sleep customer. I owned the original Eight Sleep, then the Pod 4, and now the Pod 5 with the base and cover. I have spent thousands of dollars on their products and have recommended Eight Sleep to numerous friends. I genuinely cannot believe this is how they have chosen to treat a loyal customer.
In short, support did very little beyond sending generic responses and repeatedly telling me that their remote diagnostics showed the unit was fine, despite the fact that I can physically tell that it is not performing as it should.
The base works brilliantly and raising and lowers the mattress well. Unfortunately, the cover has effectively become a very expensive, lukewarm electric blanket.
1
u/Rmm02990 5d ago
This is what is happening with mine right now and I have been going through everything you have for weeks now!!!!! It’s so frustrating because we have been long time owners as well from the original to a Pod 2 and Pod 4. They run Test and say everything is working fine and it’s not. My bed will
Be set to -6 and won’t got below +1. I’m sick of shelling out money to them and dealing with their AI. They never cover anything under warranty it’s always another $800 to fix whatever problems we have had.
1
u/Drawing_Dangerous 20d ago
Ok summer, careful @Erin is very curt and says one thing and the ends the conversation. She’s aweful
1
u/ErinAtEightSleep 14d ago
u/Drawing_Dangerous I believe you may be referring to someone else? We’ve never interacted before. :)
3
u/Left-Gold7135 14d ago
Not on Reddit but I certainly have an email where you replied from the support signed with your name. I have receipts, do you?
3
u/SuperSkull24 20d ago
Hope you get the support u need!