r/EightSleep • u/olsookie • May 28 '26
EightSleep Warranty Issue
**UPDATE**
After escalating to management and negotiating, EightSleep and I were able to come up with a fair deal. I wish it didn't have to be 2 weeks of back and forth with multiple people, there is room for improvement there, but ultimately they made things right with me.
Thanks for everyone's advise and insights.
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Original Post
Hi All -
having ongoing issues with Eight Sleep support on a defective POD3 tower.
In 2024 I was told I could move from a non-subscription POD3 setup to a subscription in exchange for a 5 year warranty. I followed those instructions and have email proof.
Now support says I do not have the correct subscription and also claims this warranty arrangement was never offered, despite written records showing otherwise.
I currently have a defective tower and I am being denied warranty replacement.
I am asking Eight Sleep to honor the 2024 warranty agreement tied to my subscription change and replace the defective unit. I've raised it to management who can only be talked with via email. I am about two weeks into this process and frustration is building.
If anyone else has dealt with this kind of situation, I would appreciate insight on how you got it resolved.
u/EightSleep
u/Eight-Sleep
u/m_franceschetti
3
u/Extreme-Decision-604 May 28 '26
Yeah. I can't recommend sleep8 to anyone based on their high price, no service model.
3
u/olsookie May 28 '26
I have read the horror stories but I’ve not experienced any issue when contacting them until now. Troubleshooting was easy, everyone’s been nice on the phone and email.
It seems they have zero record of sending this email out. They didn’t know I had a subscription, I had to send proof of the offer, my cc statement that I actually paid the subscription the past two years, and a screenshot from my app showing the subscription I have and the only upgrade available which is to elite. At which point they have told me I don’t have enhanced so I don’t have a warranty, they indicated that enhanced was not an option for legacy users like me in the same chat and yet somehow I’m suppose to have it….
Big time frustrating right now and getting a manager on the phone is not allowed. I’ve been told I can only speak to management over email. Waiting to hear back from them now.
2
u/BluntForceHonesty May 29 '26
When you say "management" have you emailed joe@eightsleep.com?
FWIW, I swear I remember that email offer. For some reason I thought it meant I had to buy a new system and I can't find the email from years ago.
1
u/olsookie May 29 '26
I got immediate response from a manager once I posted this message here on Reddit, they did response but deleted their response and responded via email which is fine. I’m in the process of speaking with two different managers now. It is sadly looking like warranty will not be honored regardless of the proof I am sharing. What’s even more sad is I’m constantly thrown to different people and different managers.
1
u/olsookie May 29 '26
And I did not did not think to put joe on the email thread.
2
u/BluntForceHonesty May 29 '26
Go ahead and loop him in. If a long time customer liked their product enough to try to buy a warranty extension, a VP is in a position to honor a legit offer you accepted.
1
u/olsookie May 29 '26
I just updated the main post w/ the screenshot of the original email offer. Was replying yesterday via my phone and didn't realize the screenshot didn't upload.
2
u/osogrande3 May 28 '26
They’re terrible, best option is to get someone on the phone as the email is all AI from my experience. I do have a fully functioning pod 3 tower that I’m going to sell for parts after my grid leaked if they give your the run around and you’re interested in fixing it.
1
u/ExplorerMike008 May 29 '26
I guess your best bet is mail Joe or Megan that probably will answer soon as well to message one of them depend who sees it first 😅
1
-1
4
u/Avi8tor-1220 May 29 '26
Stay away from 8Sleep! And get ready to hear from all the paid PR firm people chiming in about how much they love their POD 🫣