I don't think it's always the case that the product doesn't work. The product does work, and you're almost never going to get a perfect product for your application. Units fail because of components, sub-components, and, yes, even flat-out DOA. I work for a company where I see all the ins and outs of what goes right and wrong. I'm sure the percentage of defective units is low compared to the good units out in the field. I believe customer service for these types of companies needs more personnel and better training, after all. Support usually has a script and canned responses, so they are limited in what they can do, say, and/or try.
If you check other online forums, you will usually find that only negative things get posted, so it becomes the only thing you see. Try to find helpful reviews, and it’s usually just a handful. Anytime there is an excellent product, people don't post much unless it’s a review, and it tends to be limited (they tend to be boring). Go try and find videos for the ECOFLOW Pro from end-users, and there are only a handful. Their product is working for them until it’s not.
Full disclosure, I own the following from the Kickstarter campaign:
- EcoFlow DeltaPro (x2)
- EcoFlow DeltaPro Extra Battery (x4)
- EcoFlow Smart Home Panel
- EcoFlow HUB adaptor
- EcoFlow Delta MAX(V1)
- EcoFlow WAVE(V1)And other little supporting accessories.
If you asked me if you could take another route, would you? I’d say yes. I would just get one DeltaPro as I do like the platform as a standalone mobile station. Right now, I’m getting ready to transition to the EG4 18Kpv as the main unit to run EcoFlow Smart Home Panel (SHP). The 18Kpv is backed by 4 EG4 -LL batteries (20kwh) and 5kw+ (another 5kw sitting on a pallet) of PV.
All in all, like Will Prowse says in many of his videos, “Only time will tell” how a product will turn out and the company backing it.