ecobee

Chose ecobee over other brands because it’s Canadian. Had the most horrendous experience trying to set up the thermostat myself, since there are no technicians on staff and the only installers are 3rd party. After numerous calls with various staff over different methods of communication (WhatsApp, phone call, Facebook messenger) but not video call, they were not able to help me install it and in the process, my humidifier wire was disconnected since i was told to connect and reconnect at the furnace control panel several times. My house is freezing since the thermostat doesn’t work and this has taken several days without a fix. Worst experience ever and will not be recommending to friends or enemies.

I was on hold on the phone for 30+ minutes, when I realized I could reach out for support via Whatsapp. What a progressive option! I was communicating with a customer service rep within 5 minutes. The device did take a bit of configuration, but Misha was an absolute pro. Quick response time and very efficient help throughout.

I had a couple of thermostats for a few years that have paid themselves not only in power savings but lots of conveniences as well. I was impressed with the company starting with their customer support, product durability and hardware quality. However my experience with the thermostat sensors and switch were well below expectations. Both very pricey and have provided little value. The sensors are within direct sight from my thermostats and often loose connectivity (it’s not the batteries). The switch was unresponsive when calling Alexa from a not-too-close distance and disconnects often although my router is within 2 feet of it. I have many positive comments about my thermostats but feel the company has recently lost its edge. I would be willing to edit my comments when these issues are addressed.

Good customer support including on WhatsApp allowing very fast response! Other companies should learn from them using WhatsApp! In Europe support using WhatsApp is normal.

Great thermostats, would be even better if they could write a coherent installation manual. For example, hooking up a heat pump:Ecobee: In a conventional system

Have been trying to reach customer service since last Thursday. It’s now Friday of the following week. Last week I was asked to leave request for automatic call back, I did that but no call back in 8 days. Sent an email 5 days ago with no response. I am on hold now and have been here for 45 minutes. Very good product with very good PAST customer service, but has now gone to nonexistence. Beware of buying now since you can reach Ecobee. Would give NO star if possible. Update, just after 45 minute on hold, Ecobee just hung up the line!

Was supplied a defective unit. Promised refund after several emails, but they back pedalled and wanted to send a replacement instead. I don't need a replacement, found a better quality thermostat. Our HVAC guy stopped using these units because of frequent problems. I guess I can sell the unit at a loss, but why? What a waste of resources and time. Just authorize my return and refund Ecobee!

Great engaging company - the thermostat product is top-notch. Customer service is amazing, and so is customer engagement.

Let me tell you I had the greatest tech support experience with Andy Chan at Ecobee. He definitely went above and beyond to get our system working. He has awesome HVAC knowledge, and worked with me until we had a solution!! Thank you Andy!! He deserves high praise and a raise!! WOW experience!!

DO NOT, I repeat, DO NOT purchase an Ecobee. The wifi on my device dropped constantly, then stopped connecting all together. Worse, at some point overnight, the Ecobee resets and doesnt complete it's reboot thus waking up to a freezing home. This is a software bug, hidden deep in their code, and from what Ive read on the internet, Ecobee has no idea how to fix it. Now that Ecobee, a software company, is owned by a generator fabrication company, I no doubt expect not only the matter wont be resolved, but functionality will get worse. This is my particular problem, shared by some, but not the only problem a consumer will experience. No product is perfect". Why you absolutely should not purchase is because when you do run into a problem