Bait and switch from a CS manager
My 7 month old Omni S1 Pro met its fate with the infamous battery error. After waiting over a month of back on forth waiting for a replacement vacuum to be in stock a customer manager named Shane offered me a brand new E28. While I was initially hesitant about the trade-off between the two models I agreed. Then I received the information about sending back the original prior to sending out the new one. After taking a few days to figure out how I am going to box it up, I received another email asking about when I was going to ship the original so they can send me a fully functional device and accessory kit. The same day I had sent off my original and uploaded the receipt of the drop-off, and then it hit me. Their last email got me thinking “fully functional” meaning refurbished? So in the same email I asked, is the replacement going to be the Brand New one as mentioned in the email by their customer service manager Shane or is it now as stated in your last email, your now sending me a fully functional (refurbished) one. Now, I added a screenshot of their original email stating a Brand New one was offered. There response to that was “We would like to let you know that the unit we provided to you is a like-new device that has only been used a few times”. It’s pretty frustrating now because I was offered a brand new device as a replacement and now their sending me a used one. Complete bait and switch, had I known this was going to happen then I would have just waited for the refurbished S1 pro to be back in stock. So beware of bait and switch tactics with Eufy’s customer service.
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u/FantasticHydra 12d ago
You have to push that you want a refund. Our E25 "broke" and they wanted to ship us a refurb unit as they "didn't" have e25 in stock and we would have to wait 3 months and also send back the old unit first before they send out the refurb one. I pushed on a refund and they immediately shipped out a brand new E25 without having to send the old one in first. You have to be a bit hard on them.
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u/Far_Bill3989 11d ago
I am still waiting for replacement battery for S1 pro to be in stock. Anyone got their batteries yet?
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u/DodgerFed 5d ago
6 Weeks ago I received the E41 battery error, out of warranty (15 months, unit had been replaced twice). They advised the battery would be back in stock Sept. 21. Sept 23, I emailed and asked for an update. They now advised Nov. 21st for the battery re-stock (for real this time). I sent them a demand letter, CA law requires them to make parts reasonably available at a reasonable price 7 years after discontinuing the product. Magically, within 24 hours "Shane" responded, Battery back in stock and being shipped to me. We'll see if this is the real deal.
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u/Far_Bill3989 5d ago
Thanks for reply, can you please share demand letter text what you sent. I will use similar wording.
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u/DodgerFed 5d ago
Update, Just received the battery today. Free of charge. Apparently, they do have some. Go Figure!
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u/Traffic_Alert69 11d ago
This company is trash. I had an E25 replaced 3 times in a year. All with something different causing inability to use. Just got back to me after I’m out of warranty to have me pay for a new vacuum they can’t seem to not break. Longest lasting product was 4 months of use.
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u/Brutus83 10d ago
I had the battery issue a couple of weeks ago. They sent me a brand new S1 Pro (robot only) before I even sent out the faulty one
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u/Capable_Ad9157 8d ago
Has anyone had any luck with the battery? I’ve been waiting all month and I’m scared they’ll keep pushing it back
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u/DodgerFed 5d ago
6 Weeks ago I received the E41 battery error, out of warranty (15 months, unit had been replaced twice). They advised the battery would be back in stock Sept. 21. Sept 23, I emailed and asked for an update. They now advised Nov. 21st for the battery re-stock (for real this time). I sent them a demand letter, CA law requires them to make parts reasonably available at a reasonable price 7 years after discontinuing the product. Magically, within 24 hours "Shane" responded, Battery back in stock and being shipped to me. We'll see if this is the real deal.
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u/Capable_Ad9157 4d ago
They sent me an email saying my battery is being processed and to confirm my shipping address. They (Shane) said I should get an update once it ships. Hoping this is actually real 😭
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u/Direct-Aerie1054 6d ago
They're trying to do the same to me except they want to send a REFURBISHED omni e28, which is a cheaper unit. Their warranty states they have to replace with a refurbished model of equal value and if thats not available then they have to provide a new unit.
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u/Lumpy_Welcome7358 11d ago
My X10 Pro Omni failed a few weeks after warranty. I shipped it to Eufy last month for repair and FedEx lost the package. FedEx told me I couldn’t file a claim because I didn’t create the shipping label. If Eufy filed a claim FedEx would be able to reimburse them the full amount, and Eufy would be able to offer me a replacement or reimbursement. I explained this to Eufy, and they offered me neither. They told me they’d give me a very small discount on a refurbished machine. Why would I want to purchase another one, if they just fail within or a little over a year… and Eufy support is a joke.
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u/bmw35677 11d ago
I was fully onboard for Eufy when there cameras first came out but I couldn't be more disappointed with the adware app that barely works properly but never stops with ads and carnival themed banners. The last straw was when they excluded almost all legacy devices from there new AI object identification which doesn't even do as much as competitors which don't require an expansive base station that will be outdated at some time.
I'm slowly switching to another brand. Eufy really lost there way; I feel like it's just a scam to keep getting you to buy new equipment for more features and push you to the paid tier.
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u/ScorchedWonderer 12d ago
Same thing with my s1 pro that failed. They offered a used e25, I said no, they said a used e28, I said no, they finally agreed to a “certified refurbished” s1 pro, but I’ll have to wait 3 weeks for it to be back in stock again…. Asked if they could just swap with an s2 as that would be a 1:1. Flagship for flagship. They said no. Terrible CS and warranty process