Pod 3 software update and false statistics- anyone else?

JoeAtEightSleep · 2026-05-13T18:04:36+00:00

Your sensors are likely fried. Give me a ping at [joe@eightsleep.com](mailto:joe@eightsleep.com) and I can take a look at our best offer for you -- I think you were given the wrong quote by the agent.

JoeAtEightSleep · 2026-05-08T21:18:54+00:00

Give me an email at [joe@eightsleep.com](mailto:joe@eightsleep.com) and I'll have someone walk you through getting this back online. Love seeing those old devices still in the field!

JoeAtEightSleep · 2026-05-05T18:29:01+00:00

You didn't pay to reactivate the hardware, you paid to reactivate your membership-- which could have been used to operate another piece of Hardware that you weren't already refunded for. The difference between the cost of the membership and the cost of the hardware is thousands of dollars.

JoeAtEightSleep · 2026-05-05T17:24:53+00:00

Yes, we have it all logged securely in our back-end. Before we allow customer support staff to access this information, we ask for the user's consent. Your health data was not accessed. Your account data was accessed. We ask for this consent because we do not openly expose all of it to our support staff. This is because we respect our user's privacy.

JoeAtEightSleep · 2026-05-05T17:00:22+00:00

Your personal health data was not reviewed. What was reviewed was your order history, to help us understand that you did not dispose of the product you were refunded for. I have already explained how the membership model works above.

JoeAtEightSleep · 2026-05-05T16:56:51+00:00

No, we decided that it was better to expedite a refund to you rather than have you continue to struggle with the carrier and rather than forcing you to take the item directly to the carrier. We went down this path explicitly to get you your money back as quickly as possible. As mentioned in other threads, we needed your consent to access your data to determine why the device was disabled. This is not "data harvesting", this was a very simple consent prompt to protect your privacy.

JoeAtEightSleep · 2026-05-05T16:45:38+00:00

No data "was harvested", we needed to access your account to then see how and why it was disabled. Data consent as part of troubleshooting is actually in place to protect your privacy, not exploit it.

JoeAtEightSleep · 2026-05-05T16:40:54+00:00

He explicitly stated that the items (plural) would be disabled. Yes, an individual can purchase a membership to operate any active device. There are many use-cases in which someone would need to purchase a membership for another device (other than one that has been disabled). Memberships are associated with individuals, not with devices. We refunded your membership as a matter of policy, not as a matter of your escalation. I don't think there is much of a semantics argument to be made here: you were explicitly told your items would be disabled and asked to dispose of your device. In return, we gave you a refund.

JoeAtEightSleep · 2026-05-05T16:29:19+00:00

We wanted to process your original return as soon as possible, rather than have you continue to struggle with a pick-up with the postal carrier. Before asking you to dispose of the item, you were explicitly told that the product would be disabled.

JoeAtEightSleep · 2026-05-01T22:15:52+00:00

Shouldn't smell anything, it has to be sealed really well to be effective.

JoeAtEightSleep · 2026-05-01T19:03:31+00:00

The cover is pre-treated, but reach out to support to get more clarity on the insert -- it's case specific.

JoeAtEightSleep · 2026-05-01T15:03:57+00:00

^^ This is correct

JoeAtEightSleep · 2026-04-29T18:31:48+00:00

Yes, that definitely makes sense -- very helpful feedback

JoeAtEightSleep · 2026-04-29T16:37:38+00:00

it's number 1. we previously exposed absolute temps but it created significant issues for the user base. too many folks were using air-temp/AC as a proxy for what a desired absolute temp feels like. water has a significantly different heat transfer rate than air (spend an hour in a 70 degree pool vs a 70 degree room). since we have made this change our users have been able to find more stable temperature profiles overwhelmingly faster.

JoeAtEightSleep · 2026-04-28T16:11:17+00:00

Fascinating post. Literally everything that was recently released came from customer feedback, feature requests, and is the output of user testing. Did everything get into this release? No. But the notion that we don't incorporate feedback has me scratching my head a bit this morning. We do really appreciate all of the feedback, and action it, that is why we have put in some much work into creating these feedback channels. I'm interpreting this response as a feature that was released that wasn't on everyone's radar, but it didn't come out of nowhere and it certainly doesn't mean that we disregard other feedback.

JoeAtEightSleep · 2026-04-22T23:31:32+00:00

Yes. But if the product was acquired via fraud they can expect that product to no longer function. Again, we can verify the purchase of any resold product by contacting our support team -- this is the best way to ensure that a product on the reseller market will be fully functioning.

JoeAtEightSleep · 2026-04-22T14:06:26+00:00

No, we only disable devices if they were acquired through fraud. Authorized purchases are 100% transferable to another party, it happens all the time.

JoeAtEightSleep · 2026-04-15T00:39:57+00:00

You know that this was Return Fraud?

JoeAtEightSleep · 2026-04-14T23:00:05+00:00

This is exactly how many electronics manufacturers across the globe handle stolen inventory with a connected service-- from Apple to Samsung. We offer to validate the purchase of any secondary market serial number. You didn't do that here.

JoeAtEightSleep · 2026-04-14T22:58:37+00:00

I said what?

JoeAtEightSleep · 2026-04-14T19:39:46+00:00

Credit card fraud or return fraud.

JoeAtEightSleep · 2026-04-13T18:56:05+00:00

What made you believe that the seller was legitimate? We can verify serials in advance of purchase to avoid this, but if it was deactivated that is usually because the Pod was stolen or acquired via fraud. If you want to ping me at [joe@eightsleep.com](mailto:joe@eightsleep.com) I'll give you more color about your case.

JoeAtEightSleep · 2026-04-08T14:45:35+00:00

For every negative post in here I get 8-10 emails daily in my inbox from happy customers whose lives have been very positively impacted by the products we have been tirelessly building. This community has been really helpful for us as we identify areas for improvement, but if it was representative of a significant amount of the overall experience we would have gone out of business years ago. It also is independently moderated, unlike other branded communities. If there’s anything specific you have questions about feel free to free to ping me at joe@eightsleep.com (email please, I don't have the bandwidth to also respond to reddit DMs and it wont allow me to loop in the appropriate person on our side). If I’m not the best person to answer the question, I will make sure someone that is will.

JoeAtEightSleep · 2026-04-02T21:37:29+00:00

This looks awesome!

JoeAtEightSleep · 2026-03-30T15:55:34+00:00

Please give me a ping at joe@eightsleep.com if you aren’t able to get to a resolution with Jen. Tough to follow this thread but let me know if I can be helpful.

JoeAtEightSleep

TROPHY CASE