I feel compelled to write a review because of the great experience i had with ecobee customer service over the past weekend! I originally purchased 2 ecobee 3 thermostats in August 2016 since i have 2 HVAC units in my home. I liked them so much that i bought my parents the new ecobee3 lite for Christmas. Everything has been working fine and i can control both of my thermostats from my app and the web portal. On Saturday 1/21 i noticed that my downstairs HVAC unit was not cooling so i called my trusted handyman to come investigate. He could not find anything wrong with my equipment and suggested that it was possibly the ecobee thermostat. Since i have two, he suggested that we swap them to test and see if that was the cause. Sure enough that was exactly the problem. The upstairs unit was working fine so we brought it downstairs and installed it to test. It worked right away so that told us there was something wrong with one of my ecobee thermostats. The strange thing is that the faulty thermostat seemed to be fully functional, the touch screen worked fine, all menus were accessible and I could control it via the app. I called the tech support line on Saturday night at around 8PM EST and guess what, a real live human picked up the phone! I was shocked to be honest as i expected a machine. We did some simple troubleshooting over the phone and the tech verified that one of the terminals on the thermostat had failed so he set me up with an advance replacement. I quickly received a follow-up e-mail after the call with instructions on the replacement process. on Monday they shipped a new thermostat overnight and i received it on Tuesday. I was back up and running on Tuesday evening after i programmed my personal settings and linked it with my online account. Overall i have to say this has been a great experience!