EcoFlow promised a brand-new replacement, then tried to substitute a refurbished unit
My experience of EcoFlow’s after-sales support has been extremely poor. I purchased a new STREAM Ultra directly from EcoFlow in November 2025. One of the PV inputs subsequently failed, leaving the unit unable to operate at full capacity. What followed was a prolonged and confused support process involving repeated requests for information I had already supplied, contradictory statements about whether EcoFlow could locate my order, long delays and several different proposed resolutions. Eventually, after escalation to management, EcoFlow confirmed to me in writing: “We will arrange a brand-new STREAM Ultra as your replacement.” EcoFlow then collected my defective unit, and its warehouse confirmed receipt. Despite that clear written commitment, EcoFlow subsequently attempted to persuade me to accept a certified refurbished unit instead. That is not acceptable. I returned my existing unit in reliance on EcoFlow’s express agreement to supply a brand-new replacement. I did not agree to exchange a product purchased new for reconditioned equipment. I have now asked EcoFlow to honour its written commitment, confirm the dispatch date and provide a full warranty for the replacement. Case reference: CAS-20260420-1716294 Order reference: EFUK-42316 I will update this review promptly if EcoFlow supplies the brand-new replacement it has already approved and brings this matter to a satisfactory conclusion. Update 5th August 2026: EcoFlow has acknowledged that a brand-new replacement was previously promised but says the Stream Ultra is currently out of stock. They have offered a refund but as that would apply to the Ultra alone it would leave my two Stream Pro batteries and four EcoFlow solar panels unable to operate together as intended. Indeed it would mean the solar panels are unable to operate at all. I have therefore asked EcoFlow for an urgent compatible replacement or interim solution. The matter remains unresolved, and I will update this review when EcoFlow provides a workable resolution.