Great product horrible support
This product is so good I suffer when it dies because it lacks both the most basic recovery software and effective support. The latter’s scripting has never been updated past assumptions of a new user’s setup issues. Imagine being asked - after using this thing for two years - to lift a king sized mattress and the crazy heavy base just to send a photo confirming, “is it plugged in?” Uh no - I’m not doing that you condescending people. Instead, with support stalled by multiple agents on this script step, I have to sleuth my own way through how to do a factory reset because that’s the only way to get the otherwise decent experience back. But don’t expect that process to be smooth either. Expect to have to wait for unnecessary timeouts and redoing basic setup multiple times because the setup software simply doesn’t work the first time through. Thereafter, that extra $2k you spent on the frame? Yeah, don’t expect that to just appear once temp controls are restored - nah you have to go find Add Accessories in the settings of your pod and “re-pair” it. Guess what that involves? Yep - stepping through a wizard that starts with the unboxing procedure you did in January 2025 (it’s Oct 2026 as of this writing). Then and only then will your sleep return.
What kicked all this off you may ask? A power outage. Yeah. Don’t do that, you’ll be fine.
Would I be this mad with most other products? No, but…
..those don’t leave me sleep deprived for days when they fail…
..those didn’t cost $6,000…
..those don’t charge a never-ending subscription - oh wait, ok, scratch that last one - everyone charges subscriptions these days.
<\END RANT>