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  • Ecobee makes a good product but they do not stand behind it very well at all. I've had the Ecobee since they were first starting to break out (years ago) and they ended up shipping me a defective room sensor. I was able to request a replacement after their fix didn't work but they refused to send a replacement because they argued the serial didn't match the defective unit. Fast forward to about three weeks ago (yes YEARS later) this same defective sensor finally just gave out. Initially it would work when it wanted to and after replacing the battery, etc. it just gave up. I get in contact with Ecobee and I just lay into the customer service person because this should've been replaced from the start, especially if you KNEW you shipped defective units the serial number, etc. shouldn't matter - it should be about taking care of the customer. She agrees and transfers me and the guy tells me they're going to replace the sensor. After going back and forward for YEARS I wasn't as relieved as I thought I'd be because it almost seemed too easy. It's now been four weeks, I message them and they tell me that the sensors are on backorder and they don't have an ETA. I'm going to caution Ecobee that when you operate internationally consumer laws are different everywhere and having a product that's been defective since launch that you stringed along until it was out of warranty is a violation of consumer protection law, especially when you're ackowledging the defect and then telling me you don't have a replacement item when they're readily available on shelves and I'm pretty sure you haven't stopped or shutdown all manufacturing on these?
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