First of all, you are spot on with the huge delay in customer support. And it seems like once you open a case and reply it goes through the front line support all over again rather than your case being escalated to second tier or third tier technical support. They really need to work on their support structure. I had a similar experience with the Delta pro ultra inverter and after some troubleshooting days/weeks, they finally replaced it and sent me one that needed, drumroll please, a firmware update. That took weeks. Once that was accomplished, the inverter worked fine, but you are correct ensuring your frustration with their level of support. Come on Ecoflow your product is by far the most superior on the market. You just need to get your support structure figured out!
Hey Daniel I figured out why my batteries wouldn't display anything ( except for a couple of seconds) while connected to the DP. I had to go under the app and take the brightness setting off of auto and put it to manual. After going to manual I turned the brightness down and the display's work perfectly now.... I appreciate your reply because I also purchased the SHP2 and have yet to install it. I hope all goes well because it really sounds like an awsome unit. Thx for the video's...
I agree with you on the support issues with EcoFlow. I have had a few minor problems and it takes for ever to get a solution due to the lag time in the communication stream. I was planning on buying additonal equipment from EcoFlow but have put that on hold for now. Not that I want to move away from EF due to the investment I have made but there are more solutions available that might have better support. Keep us posted. Thanks.
Thanks to everybody that is sharing. I always wondered about the longevity and reliability of every battery back up system. Is there a reliable system that nobody talks about?
The fastest responses I’ve had from them have been when I send them a message after 8 pm central standard time. They usually get back in a few hours. Granted that means you have to stay up late but the time difference is what lags communications, in my experience.
I've offered to even stay up on their time if they wanted to chat back and forth or get on a zoom call etc. They haven't agreed to that yet. Maybe now.
Got a prompt on Saturday to update the firmware on my Smart Home Panel 1. Took 8 hours !!! Started at 6AM, by noon I had given up and started thinking of alternatives for backup power since the SHP1 is no longer made. At 2PM I heard a beep and when I looked the charging lights were out and the upgrade had completed. Ecoflow had no explanation but I suspect their software server was WAY overloaded with requests for the download.
Wow that might be a record! I've never had them take that long to update but I have had re-attempt multiple times after the first attempt failed. One time it took 5x for the update to succeed.
I’ve had similar issues in the past had to return one extra battery for replacement. Next the main unit would randomly turn off the ac power and yes everything was set to never turn off. Almost lost a freezer full of food. Had to return that one to them for repairs they said there was no problem with it , since there obviously a problem I said send me a refurbished unit just rolled the dice. So far all is well time will tell. And yes working with them is a pain. I will probably not get any more of their products.
I have seen the App state, before applying firmware update that it will only firmware update only the extra battery in port one and to make sure any other extra batteries are disconnected.
I've been following your channel and I finally decided to buy a couple extra DP batteries. I just hooked up my first one and it seems to be recognized by the app and does discharge and charge the main unit, however whenever it's hooked up to the main DP the display goes blank... Tried Both of my Main DP units with same result. Doesn't matter which port. Any help or is this the same thing?
The display by default I believe has a timeout to save battery life. If its just the display going blank but the DP is otherwise registering the battery and drawing from it or charging successfully, it could just be your setting in the EF app. You can change it to never timeout. However...if its not registering the extra battery and not utilizing it then its very possible you're experiencing the same thing.
Hey Daniel I figured out why my batteries wouldn't display anything ( except for a couple of seconds) while connected to the DP. I had to go under the app and take the brightness setting off of auto and put it to manual. After going to manual I turned the brightness down and the display's work perfectly now.... I appreciate your reply because I also purchased the SHP2 and have yet to install it. I hope all goes well because it really sounds like an awsome unit. Thx for the video's...
Ecoflow support is horrific and has no US tech support. It’s all out of China… that would not be an issue if you didn’t have to send 24,000 emails and 14,000 phone calls to them but the 12+ hour difference is abysmal
That would be more useful if this was a Delta 2 Max or Delta Max. It's not. This is a Delta Pro and no, it is not in the Delta Pro manual. Hopefully they will update the online version of the manual at least.
i would tell EF to take back the problem battery and send a new one......they can play games with the programing on their time i dont understand the need of a company to "update" something after it has been sold, this is a mindset from the computer world and it did not work with phones that well so why keep doing it? as a consumer i want a finished product not one that constantly needs tweaking with the software.
First of all, you are spot on with the huge delay in customer support. And it seems like once you open a case and reply it goes through the front line support all over again rather than your case being escalated to second tier or third tier technical support. They really need to work on their support structure. I had a similar experience with the Delta pro ultra inverter and after some troubleshooting days/weeks, they finally replaced it and sent me one that needed, drumroll please, a firmware update. That took weeks. Once that was accomplished, the inverter worked fine, but you are correct ensuring your frustration with their level of support. Come on Ecoflow your product is by far the most superior on the market. You just need to get your support structure figured out!
Hey Daniel I figured out why my batteries wouldn't display anything ( except for a couple of seconds) while connected to the DP. I had to go under the app and take the brightness setting off of auto and put it to manual. After going to manual I turned the brightness down and the display's work perfectly now.... I appreciate your reply because I also purchased the SHP2 and have yet to install it. I hope all goes well because it really sounds like an awsome unit. Thx for the video's...
I agree with you on the support issues with EcoFlow. I have had a few minor problems and it takes for ever to get a solution due to the lag time in the communication stream. I was planning on buying additonal equipment from EcoFlow but have put that on hold for now. Not that I want to move away from EF due to the investment I have made but there are more solutions available that might have better support. Keep us posted. Thanks.
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Thanks to everybody that is sharing. I always wondered about the longevity and reliability of every battery back up system. Is there a reliable system that nobody talks about?
The fastest responses I’ve had from them have been when I send them a message after 8 pm central standard time. They usually get back in a few hours. Granted that means you have to stay up late but the time difference is what lags communications, in my experience.
I've offered to even stay up on their time if they wanted to chat back and forth or get on a zoom call etc. They haven't agreed to that yet. Maybe now.
sad to hear..
hope it gets resolved soon
This is partly why I’m building my solar generator myself. Imagine being in a grid down scenario and this is what you’re dealing with. No thank you.
Only 24 hours, you are lucky!
Are you contacting them thru the phone app? Its a live chat and I've only had to wait a minute or two to get someone that helps me.
Does that really matter? Imagine if you just got hit by a hurricane or an ice storm and this is what you’re dealing with.
@@gabrielglouw3589 no just asking.. bc i think if you use live chat you can get an answer quick, if you're in a hurry.
Got a prompt on Saturday to update the firmware on my Smart Home Panel 1. Took 8 hours !!! Started at 6AM, by noon I had given up and started thinking of alternatives for backup power since the SHP1 is no longer made. At 2PM I heard a beep and when I looked the charging lights were out and the upgrade had completed. Ecoflow had no explanation but I suspect their software server was WAY overloaded with requests for the download.
Wow that might be a record! I've never had them take that long to update but I have had re-attempt multiple times after the first attempt failed. One time it took 5x for the update to succeed.
now i know what they mean by "we have a 24hour support line for our products"
I’ve had similar issues in the past had to return one extra battery for replacement. Next the main unit would randomly turn off the ac power and yes everything was set to never turn off. Almost lost a freezer full of food. Had to return that one to them for repairs they said there was no problem with it , since there obviously a problem I said send me a refurbished unit just rolled the dice. So far all is well time will tell. And yes working with them is a pain. I will probably not get any more of their products.
I have seen the App state, before applying firmware update that it will only firmware update only the extra battery in port one and to make sure any other extra batteries are disconnected.
I've been following your channel and I finally decided to buy a couple extra DP batteries. I just hooked up my first one and it seems to be recognized by the app and does discharge and charge the main unit, however whenever it's hooked up to the main DP the display goes blank... Tried Both of my Main DP units with same result. Doesn't matter which port. Any help or is this the same thing?
The display by default I believe has a timeout to save battery life. If its just the display going blank but the DP is otherwise registering the battery and drawing from it or charging successfully, it could just be your setting in the EF app. You can change it to never timeout. However...if its not registering the extra battery and not utilizing it then its very possible you're experiencing the same thing.
Hey Daniel I figured out why my batteries wouldn't display anything ( except for a couple of seconds) while connected to the DP. I had to go under the app and take the brightness setting off of auto and put it to manual. After going to manual I turned the brightness down and the display's work perfectly now.... I appreciate your reply because I also purchased the SHP2 and have yet to install it. I hope all goes well because it really sounds like an awsome unit. Thx for the video's...
Thanks, I will not be buying their products.
sorry about the battery issue but man, that shirt is serious.
Good idea upgrade 3 eco flow delta pro 3 system and 3 eco flow delta pro 3 extra battery
Ecoflow support is horrific and has no US tech support. It’s all out of China… that would not be an issue if you didn’t have to send 24,000 emails and 14,000 phone calls to them but the 12+ hour difference is abysmal
I had the same problem, I got tired. sold my delta pro and bought delta pro ultra.
So glad I didn't buy one of those Pieces of Crap.
Nice clickbait title. My Delta 2 max and Delta Max have the plug one warning in the manuals.
That would be more useful if this was a Delta 2 Max or Delta Max. It's not. This is a Delta Pro and no, it is not in the Delta Pro manual. Hopefully they will update the online version of the manual at least.
@@DanielGoodwin-jq1oc It says it in the App where you do the update not in the manual.
i would tell EF to take back the problem battery and send a new one......they can play games with the programing on their time i dont understand the need of a company to "update" something after it has been sold, this is a mindset from the computer world and it did not work with phones that well so why keep doing it? as a consumer i want a finished product not one that constantly needs tweaking with the software.
So glad I haven't and will never buy ecoflow..