r/ecobee • u/Sad_Crab_224 • 1d ago
Customer Service
I can't speak to how well it does/doesn't work, but their customer service policies are atrocious. We just got done renovating our house, and I purchased two Ecobee devices on 7/1. Our move-back date got pushed from 7/25 to 8/20. When we went to set them up, we decided to go with a different brand. Yes, we had missed the 30-day window, but I feel, given the circumstances, I could reasonably ask for an exception. NOPE. They wouldn't even consider it. Again, I get it, but in today's review-based world, I'd think a simple return/refund would be worth avoiding a bad review. I rarely/hardly ever leave negative ones, but this is a customer service issue that could EASILY have been resolved.
***UPDATE! Ecobee has graciously agreed to make an exception and accept the return. Everyone can officially cool down now to a comfortable 68 degrees. I know this has been an incredibly difficult and emotional journey for many of you, so I hope this news finally brings the closure you need.
Thank you all for your thoughts, prayers, legal analysis, character assessments, and unwavering commitment to the integrity of the 30-day return policy. I’d also like to recognize the ITC for its tireless oversight throughout this ordeal.
I understand this outcome may be especially difficult for those who were personally invested in seeing me face the consequences of my return-window-related actions (or inaction, I guess in this case). I will respect your privacy and allow you the time and space you need to process this devastating turn of events.
Stay cool, and may you never encounter a 31st day.
-OP
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u/pandaman1784 1d ago
Just to be clear, you're blasting a company for standing by their return policy? You're more than 2 weeks outside of the return window and THEY are the bad guys?
I'm not in the business of defending major corporations, but personal responsibility is a thing as well. But instead of taking full responsibility for what happened and moving on, you're here complaining that Ecobee wasn't willing to bend on their policy and give you your money back. Worse yet, you're looking to post a bad review. This is the opposite of taking responsibility. Saying "we had missed the 30-day window" means nothing if you're actively trying to shift the blame to someone else.
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u/Sad_Crab_224 16h ago
***UPDATE! Ecobee has graciously agreed to make an exception and accept the return. Everyone can officially cool down now to a comfortable 68 degrees. I know this has been an incredibly difficult and emotional journey for many of you, so I hope this news finally brings the closure you need.
Thank you all for your thoughts, prayers, legal analysis, character assessments, and unwavering commitment to the integrity of the 30-day return policy. I’d also like to recognize the ITC for its tireless oversight throughout this ordeal.
I understand this outcome may be especially difficult for those who were personally invested in seeing me face the consequences of my return-window-related actions; or inaction, I guess in this case (lookin' at you u/pandaman1784 - sorry for all of the panda-monium). I will respect your privacy and allow you the time and space you need to process this devastating turn of events.
Stay cool, and may you never encounter a 31st day.
-OP
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u/Dazzling-Voice7180 1d ago
Toss them on your workplace classifieds or Facebook market place. You'll make most of your money back.
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u/Sad_Crab_224 1d ago
Thanks! You're probably right, and I'll do that :) Just wanted to acknowledge the customer service situation. Appreciate it!
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u/kiloTHREE 1d ago
It’s not a customer service issue, this is 100% a you issue. Do you do this a lot?
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u/Sad_Crab_224 1d ago
You're right - I'll speak to my therapist about this fault of mine in my next session.
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u/kiloTHREE 1d ago
No I’m 100% curious. Like those people you see on the road that blow through a stop sign but flick off the other driver that had the right of way like it’s their fault. I genuinely want to know why you think their customer service slighted you.
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u/Next-Name7094 1d ago
Still time to delete your post
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u/Sad_Crab_224 1d ago
Too late. The International Thermostat Community (ITC) has already submitted it to The Hague as Exhibit A.
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u/ocpotato 16h ago
I can’t speak for everyone else here but after reading your update, I truly feel like this was a miscarriage of justice.
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u/Sad_Crab_224 15h ago
Meh - you win some you lose some! I think I was just finally able to get in touch with someone who has the authority to make the decision. I'm sure the initial customer service team doesn't (no shade to them), but someone was kind enough to understand that we are all human, life happens, and to give grace. Thanks to everyone who has provided content here - it has truly made the last 24 hours enjoyable during an otherwise rough week :) Puts things in perspective!
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u/ocpotato 15h ago
I have already escalated a case seeking a one-time exception to reverse the RMA for your return outside of the policy window.
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u/TrilliumCLE 1d ago
Why would you leave them a negative review when it’s all on you? Everyone reading your review is just going to laugh! Policies are policies.