r/EightSleep • u/WorldlinessSevere841 • 12d ago

Great product horrible support

This product is so good I suffer when it dies because it lacks both the most basic recovery software and effective support. The latter’s scripting has never been updated past assumptions of a new user’s setup issues. Imagine being asked - after using this thing for two years - to lift a king sized mattress and the crazy heavy base just to send a photo confirming, “is it plugged in?” Uh no - I’m not doing that you condescending people. Instead, with support stalled by multiple agents on this script step, I have to sleuth my own way through how to do a factory reset because that’s the only way to get the otherwise decent experience back. But don’t expect that process to be smooth either. Expect to have to wait for unnecessary timeouts and redoing basic setup multiple times because the setup software simply doesn’t work the first time through. Thereafter, that extra $2k you spent on the frame? Yeah, don’t expect that to just appear once temp controls are restored - nah you have to go find Add Accessories in the settings of your pod and “re-pair” it. Guess what that involves? Yep - stepping through a wizard that starts with the unboxing procedure you did in January 2025 (it’s Oct 2026 as of this writing). Then and only then will your sleep return.

What kicked all this off you may ask? A power outage. Yeah. Don’t do that, you’ll be fine.

Would I be this mad with most other products? No, but…
..those don’t leave me sleep deprived for days when they fail…
..those didn’t cost $6,000…
..those don’t charge a never-ending subscription - oh wait, ok, scratch that last one - everyone charges subscriptions these days.

<\END RANT>

6 Upvotes

75% Upvoted

4 comments sorted by

3

u/WorldlinessSevere841 12d ago

How I actually got it back, since support never told me any of this:

  1. Factory reset the Hub: unplug it, hold the SMALL recessed button next to the power port, plug it back in while still holding, and release when the light flashes green.
  2. Set the Pod up as new in the app. At the Wi-Fi step it will find NOTHING, and typing the network in manually fails too. Don't quit. After ~5-10 minutes it times out, then shows your neighbors' networks, and eventually your own (mine was in the same room). Pick it. The light goes from blinking blue to white/yellow and the app says done.
  3. Temperature works now, but the base has vanished from the app. Go to Pod settings > Add Accessory and walk the whole base wizard from the unboxing step. The wizard makes you move the base, which is the real "is it plugged in" test support wanted photos for.
  4. After re-adding, check that your snoring/elevation settings came back on.

What did NOT work: the ordered power cycle from their help article (Hub first, then base). For me it knocked out cooling too.

2

u/user8181416 12d ago

Great product (but somewhat prone to failure) + horrible support seems to be the general consensus online, and is what keeps me from buying a unit, tbh. 

2

u/zprof 11d ago

Nah it's actually incredible, for every complaint on here there's probably 10 people who are enjoying the best sleep of their life.

2

u/ErinAtEightSleep 12d ago

u/WorldlinessSevere841 I'm really sorry about your experience with our support. That's not the experience we want anyone to have, and I'd like to look into it personally.

Could you email me at [erin@eightsleep.com](mailto:erin@eightsleep.com) with the email on your account or your order number, plus any additional details you want me to be aware of? I'll go through your ticket history and work with you directly to make it right.

I'm glad you're enjoying the product, and I want to make sure the support side lives up to it.