ComplaintsforEmerson

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Emerson ***** **** *********  four years ago. I noticed that it wouldn't always be connected to the internet... I would just reconnect it when I was around, yes it was inconvenient , but I didn't think much of it. We travel quite a bit thus the reason why I wanted to ensure our home had heat as we live in a colder climate and did not want my pipes to freeze. Michigan just had another ice storm once the power and internet was restored I wanted to check on my heat. No connection... all my other WiFi devices had reconnected except for this thermostat. Our home is a smart home so we talking many many wifi devices that are running and reconnect without issue, **** my refrigerator even connects to my WiFi. I called the ***** tech support (talked with ****) find out if there was an update or something on my end I could do to deal with this on going connection issue. The tech told me I had to reconnect it by manually reconnecting the WiFi connection. I told him that I was over 1200 miles away from the device and he told me that is the only was to reestablish the connection. I asked what is the purpose of having a connected WiFi thermostat then and he replied that is just how they work. Well, I several friends and family that also have WiFi thermostats and don't have these reoccurring issues. This Tech then on to tell me that my router is detecting my device as intruder and is probably blocking the reconnection. I have ******* and ALL other devices reconnect so I don't believe that it the problem.

  

  Business response

  03/01/2023

  The customer's thermostat was no longer in warranty window, which is why they were originally declined a replacement unit. We have reached out to the customer and offered a one time customer accommodation replacement. The customer was satisfied with the resolution.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint deals with a defective product that is 2 1/2 years old Sensi WiFi ***********************, made by Emerson Electric. Sensi Support Case ******** [ ref:_00DC016udq._5003b1fDRck:ref ]. This product carry's a 3 year warranty. My Sensi Emerson Thermostat went out (dead) 2 weeks ago on the 12th of May 2022.It was purchased through my ComEd Marketplace Team and sold by *************** Group on Dec. 16, 2020. This was an online purchase and installed by me as a DIY project. It worked without fail for 2 1/2 years. At that time I was asking for an RGA # and address to send the defective thermostat to be covered under the manufactures warranty.I have sent 9 emails to this company regarding this issue. In short they want me to troubleshoot their defective unit and will not replace it until I show them pictures of the voltages across certain wires. I realty don't think I should be required to do their work for them, 1) I'm not qualified and 2) I don't believe their warranty requires the customer to troubleshoot their ********************** for them. I had to replace their defective unit with a $20.00 thermostat made by Honeywell just to get the heat back on in my house. At this point I am so tired of this situation and will only accept a new unit to be sent to me and a call tag to have the defective unit returned at Emerson's expense.

  

  Business response

  06/17/2022

  We have reached out to the customer in regards to his complaint and thermostat issue. His thermostat has been replaced and his issue resolved.

  Customer response

  06/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Sensi Wifi thermostat which worked fine for a while. But then it lost the wifi connectivity while I am away from my Florida home. This is important to me because I need to keep the AC on the house to prevent mold. At first, they seemed very helpful. They said the thermostat was still under warranty and I would get a replacement because it seemed to now be working properly. They also stated that I would receive an email with all the specifics of the conversation. I never received the email. I called, they said they had made a mistake with the email address but they corrected it and I would get it this time. Nothing. Now, they don't answer my calls or emails at all. They are completely ignoring me. Very frustrating. Terrible customer service.

  

  Business response

  08/25/2021

  The customer reached out to us on 7/17 regarding their issue and we began troubleshooting. Upon receiving the customer’s photos of his installation, we informed the customer that his issue was directly caused by the thermostat not being correctly installed and advised what the could do to fix the issue. The customer expressed that he was unhappy with he provided solution and said he would leave a bad review but to our knowledge did not ever preform provided solution. We provided the feedback declining the replacement via email on 7/18 and the customer requested a callback which was provided and we have not had any further contacts from the customer since the last callback was performed.

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