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I’m angry

We cannot connect to your thermostat



As a customer, I've been sitting on hold for 15:42 seconds as of the typing of this.

Your system, in the almost 7 months I've had this product has been down at least 20 times. I'm finally sick of it.

The customer service is absolutely worthless.

The consumers need to know NOT TO BUY THIS BRAND. DO NOT BUY ECOBEE. WHY? THEY ARE AN UNKNOWN COMPANY THAT IS GHERMING OFF OF APPLE'S GOOD NAME AND OFF OF HOME KIT. THE ONLY REASON WHY WE TRUSTED THE NO-NAME BRAND OF ECOBEE.

It can't hold a candle to NEST products and their customer service is exponentially even worse.

Without customer service, you have NO CUSTOMERS. It's Christmas week and while we are freezing because your product doesn't work, you're off spending our cash we paid for products of yours that don't work.

I'm not going to sit here and tolerate the fact that "you can't connect to my thermostat" because of a wifi issue when my wifi works 100% perfectly fine and has 99.999999% uptime.

I have lost more money in my unbillable time dealing with trying to get your product to keep reconnecting than I did paying for it. In fact, I've lost over $1200 in billable time.

Your stupid emoticons below ask me how I feel? I wish this company would go out of business at this point because it's putting me out of business by having to deal with it. My personal life with ecobee is now destroying my business life because I can't go to work because i'm stuck on hold now for 19:15min. WTF.

completely unacceptable.

you are 0-starred only because - numbers in Stars don't exist unless of course you want to consider yourself a black hole, which is precisely where I am right now. In a vortex of nothing but darkness and death.
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  • Dear customer!

    Sorry to hear your thermostat is having troubles connecting to ecobee servers.

    However this forum is used to support development questions regarding ecobee API and not discuss customer support line performance or internet connectivity issues.
    For all questions apart of API, please contact support line. You can find phone number and email address on ecobee website. If you are not satisfied with wait time on a phone support, please use email address.

    Eugene.
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  • I am very sorry we have let you down like this, especially close to Christmas and with the cold weather.

    I agree that it is unacceptable to be waiting 19 minutes on hold. I will personally raise this with the head of customer support. This is not our normal standard. We strive to have the best customer support experience, and that is why we do not out source our call centre and make sure our reps are all trained HVAC technicians.

    It sounds like you may be experiencing either a defective wifi chip in your ecobee, or there may be signal strength/interference issues where your ecobee is located. While your wifi network may be up 99.999% of the time, a dead spot in the thermostat location will cause problems for the thermostat to connect.

    If you can send your details: 1) your thermostat serial number, and 2) a phone number to reach you to the email address: developer at ecobee.com I will personally escalate your issue to our customer support team so that they contact you.

    You mentioned that you are freezing. If this is due to your HVAC not operating due to the ecobee can you please indicate this in the email you send me so that I can have it escalated further. We certainly don't want people suffering due to the unit not operating. Normally, loss of wifi connectivity will have no impact on the ecobee's control of the HVAC and it should still maintain your desired temperatures and control even when offline.

    Please accept my sincere apology again, and I hope we can prove to you that ecobee does stand behind its brand.
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