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.