Customer Service ghosting
Hi,
I have a ton of Ecoflow products, along with SHP2 + 2 DPU + 5 batteries. One returned an error and through process of elimination I figured it was a bad battery (basically, everything stops working if you connect it and returns an error, and starts working fine if you disconnect it). Around May 1 I emailed Ecoflow and after some back and forth on May 5 they agreed it needed service and said "we will provide after sales service." OK, in a previous breakdown last year, the next day I got an email from someone else asking if I wanted a refurb replacement or repair, and after a couple of weeks I completed an exchange, no problems.
This time, two weeks have passed and they have totally ghosted me. I basically get an auto-reply saying nothing in particular. I know this experience is common right now (I saw a post where a guy has been waiting two months), either because Ecoflow is growing too fast or some other kind of process failure. Has anyone figured out how to escalate it? I do have the PLUS but the express replacement thing never seems to even come up and seems to be a myth. Since Ecoflow has a location here in California both in SF and Walnut, I am thinking of a complaint to the AG's office. That will at least get it escalated (basically, the AG sends a copy of your complaint to their lawyers and this usually escalates it since some exec intervenes), but it seems like overkill right now. I.e., does anyone have some less extreme secret route to escalation? Does the phone work better (I am thinking no, since there is no way to prove anything)?
TIA