Ecoflow Firmware Bug killed my Device. Woeful customer care!

Samro

Samro

Senior Member
VIP Member
T6 Legend
I bought an Ecoflow River Pro with an additional battery and have used yet this regularly without fault, updating the firmware in the Ecoflow app as and when updates are released.
Last week I applied a firmware update and half way through I noticed that the firmware's new functionality referred to AC and other random functionality.
It was too late to cancel the update and I let the software run its course and the update stalled half way through.
I waited overnight, but the device is now totally dead and won't even turn on!
All I now get is a flashing In/off button when turned on and all outputs are dead.
IMG_0891.jpeg
I contacted customer care who initially said they'd sort out collection and repair.I chased this up to get the following email:
Hello!
We're sorry for the inconvenience.
This is because the system has detected that your device has exceeded its warranty period. According to our policy, we can only provide paid repairs. If you agree, we will apply for a return label again for you.
Regarding the policy, please refer to: Warranty Policy - EcoFlow UK
Thank you in advance for your understanding and support!
Sincerely!

Alma
EcoFlow Customer Service Team
EcoFlow EU
T: DE: 0800 0002 566
AT: 0800 018 036
UK: 0808 8126 006
Power a new world
Click to expand...

The unit is 26 months old and to say I am pi55ed off about this is an understatement.

I have responded to complain, but it looks like I am stuck with a dead unit with a spare battery!

I would advise anyone to avoid Ecoflow products and avoid their firmware updates for those ghat already own the expensive devices!
 
Last edited:
Oh jeez.

Have they offered a quote for a repair?

I suppose the warranty on those older units is only 12mnths.

It's longer on the newer lifepo4 units.

So could be worth letting them collect it and quote you?

Or.

Have a good at it yourself if you feel confident?

Are we thinking the cells have dropped too low due to a failed FW update?
 
It’s always a bad design when incorrect firmware bricks a device, firstly the unit should have rejected an incorrect firmware checksum and secondly there should always be a reserved part of the rom with a backup/bootloader in the event of failure.

I would imagine the tools to unbrick this will be proprietary and only Ecoflow can fix it, you’ll just have to suck it up sadly.

Why can’t manufacturers stand by their products and offer a decent warranty?
 
The warranty is immaterial. Consumer Rights Act 2015 applies.

See:
www.which.co.uk

Consumer Rights Act 2015 - Which?

The Consumer Rights Act protects you in almost all purchases you make. Here we explain what it means when buying goods or services
www.which.co.uk www.which.co.uk

How long do you have to return a faulty product?

The Consumer Rights Act gives you the legal right to either get a refund for goods that are of unsatisfactory quality, unfit for purpose or not as described, or get it repaired - depending on how long you've owned it:

  • 0-30 days: You can claim a full refund for goods that are of unsatisfactory quality, unfit for purpose or not as described.
  • 30 days-six months: You must give the retailer one opportunity to repair or replace it before you can claim a refund.
  • Six months or longer: You must give the retailer one opportunity to repair or replace it before you can claim a partial refund, and the burden of proof is on you to prove the product is faulty.
 
Where did you buy it from?

Your contract is with the retailer.
 
I was always under the impression that you had 24 months to make warranty claims on electricals.
 
Yes of course, as per the above, CRA will come into play and you can threaten them with it, it worked for me against Apple and Samsung on electrical goods that failed prematurely and I’ve just had a result against Goodyear for a pair of tyres that had badly perished between the tread blocks.

I got about 40% off the price of a new Samsung tv after 3.5 years, I got £110 back each for 2x Apple Homepods that died (Apple referred me back to Curry’s as the supplier) and I got 45% on one tyre and 40% on the other from Goodyear.
 
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Dellmassive said:
Oh jeez.

Have they offered a quote for a repair?

I suppose the warranty on those older units is only 12mnths.

It's longer on the newer lifepo4 units.

So could be worth letting them collect it and quote you?

Or.

Have a good at it yourself if you feel confident?

Are we thinking the cells have dropped too low due to a failed FW update?
Click to expand...
There is nothing wrong with the cells. The thing was fully charged at the time of applying the update.
The problem is that the firmware is the wrong type software for the unit and Ecoflow messed up by suggesting that i update my firmware using the app.
This is what has caused in to be goosed! It is totally Ecoflow's fault.
I have written an appropriate email telling them that i will pay for the repair and that I will recover my costs through the appropriate channels! I am absolutely spitting feathers with them!
 
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It's disgraceful that they are abdicating responsibility for their error.
Tell them that people are watching the progress of this prior to making a purchase.

Pete
 
That looks like an EF River Pro. Gen1.

I have one of them, I'll fire it up and see what it says regards to a FW update.

I wonder if there is a way to force load a FW file?

Normally FW can only be automatic via the APP.
 
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Dellmassive said:
That looks like an EF River Pro. Gen1.

I have one of them, I'll fire it up and see what it says regards to a FW update.

I wonder if there is a way to force load a FW file?

Normally FW can only be automatic via the APP.
Click to expand...
If a FW update is available is shows in teh notifications area of the app. I saw that I had a FW update to apply and applied it. The rest is history!
 
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Dellmassive said:
I was always under the impression that you had 24 months to make warranty claims on electricals.
Click to expand...
That came in across the EU as a minimum timescale.

The UK legislation goes beyond that.

Citizen's Advice says:

Your rights depend on whether the item should’ve lasted this long. You’ll stand a better chance if it was particularly expensive or sold as high quality, premium or top of the range.​
​
If the item should've lasted until now, you can ask for a repair, replacement or part-refund. It's up to you which one you ask for, but it's ultimately up to the seller which one they offer you.​
​
It’s unlikely that the seller will give you a full refund. You could be offered a part-refund - the seller is entitled to deduct some of the money to account for how much you’ve used the item.​
​
Return the item as soon as you can - your chances are better if you act quickly. Your consumer rights last for up to 6 years, depending on the quality and standard of the item when you bought it.​


Ultimately, it would go to a Court to decide what was reasonable for this item. But personally, it ought to last well beyond the two years, and I would say 6 years is a reasonable lifetime for this product if not heavily / everyday used.
 
CAB said:
Where did you buy it from?

Your contract is with the retailer.
Click to expand...
Samro said:
There is nothing wrong with the cells. The thing was fully charged at the time of applying the update.
The problem is that the firmware is the wrong type software for the unit and Ecoflow messed up by suggesting that i update my firmware using the app.
This is what has caused in to be goosed! It is totally Ecoflow's fault.
I have written an appropriate email telling them that i will pay for the repair and that I will recover my costs through the appropriate channels! I am absolutely spitting feathers with them!
Click to expand...
Did you buy it direct from them?

Otherwise you would need to recover your costs from the retailer.

But it is the retailer who you should be contacting in the first place, if it is not Ecoflow.
 
I am on it! I will not lie down and just let Ecoflow push me around.
CAB said:
Did you buy it direct from them?

Otherwise you would need to recover your costs from the retailer.

But it is the retailer who you should be contacting in the first place, if it is not Ecoflow.
Click to expand...
I know and I will be all over this tomorrow.

The good news is that this was purchased from a reputable local company and I have a person to pick up the phone to.

I will see what the response is from my recent communication with Ecoflow, but I am not happy with the way that they have attempted to just fob me off and may end up having to push my weight around with the retailer, which doesn't seem altogether fair on them, but may be necessary.
 
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Looks like it's showing a FW updates available.

...

Screenshot_20231112_161347.jpgScreenshot_20231112_161319.jpgScreenshot_20231112_161248.jpgScreenshot_20231112_161325.jpg20231112_160622.jpg

...
 
I’d be leaving a really shi**y review on trustpilot and any other site you can find, might trigger then to help.
 
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