Ember Technologies Arvostelua 

Leider funktioniert der Smart Mug nicht zuverlässig. Immer mal wieder hört er einfach mal auf zu heizen und der Kaffee wird doch kalt. Erst nach ein wenig in der App herumdrücken findet er die Verbindung wieder. Würde der Becher die Hälfte kosten, ich empfände das schon als Frechheit! Aber ein derartig brutal teures Produkt sollte dann doch problemlos funktionieren! Leider kann ich deswegen guten Gewissens keine Kaufempfehlung geben.
Der Support funktioniert auch überhaupt nicht. Zweimal habe ich es probiert, es kam nur eine Standard-Mail. Auf meine Probleme wurde absolut nicht eingegangen. Ein günstiger Tassenwärmer, der nur einen kleinen Bruchteil des Smart Mugs kostet, leistet bestimmt ähnlich guten Dienst. Das Geld für einen Smart Mug kann man sich wirklich sparen.

I'm shocked. Ember USED to have one of the best customer service team who were always prompt, polite and eagerly helpful. However recently they take weeks, yes WEEKS to reply to your inquiry! My charger which i purchased from their Amazon store broke and two weeks ago i made an inquiry with NO REPLIES. a few days later i created a second inquiry request and STILL NO reply! I cant use my mug and these people dont even bother to reply. How did Ember go from standard setting customer service to this?! So sad!
I previously gave them a 5 star but this is a sharp decline!

Ich habe dieses total überteuerte Produkt im Dezember 2023 mit Zubehör gekauft. Der Grund war auch die Produktinfo auf der apple-Website. Habe mich 100%ig an die Pflegehinweise gehalten und trotzdem war der Deckelverschluss nicht mehr dicht. Habe dann den Support am 03.02.24 kontaktiert (war viel "Rumgeklicke"). KEINE Reaktion! Am 23.02.24 habe ich eine Erinnerung geschickt und am 01.03.24 kam die erste Reaktion. Ich sollte die Unterseite des Deckels fotografieren und es zum Support senden, was ich sofort gemacht habe. Ein neuer Deckel wurde am 04.03.24 verschickt und soll zwischen dem 17. und 23.03.24 ankommen. Also nochmals ca. 3 Wochen. Klickt man auf die Paketverfolgung kommt man auf eine Seite der italienischen Post die keine relevanten Details zeigt. Über "parcelsapp. com / de" sah ich, dass die Sendung aus UK kommt und die geschätzte Ankunft. Eins ist klar, nie wider Ember. Viel Geld für wenig Leistung. Minderwertige Qualität in Verbindung mit miserablem Service. Sehr ärgerlich!

trying to get a ember replaced out of warrantty, whcih they say they support ("but out of warranty replacement options at a reduced cost are available.") but support doesn't respond after initial auto-reply asking for a ton of info.

i've send 4 emails, messages on facebook and tweeted.

I've emailed sales at Ember as well.

no one responds, no one seems to care about customer service at all.

Poor quality, didn't work, no way to contact, no phone number and they never replied to my support ticket. DON'T BUY THIS!

love the cup when it works; damages easily (a pin on the charger sticks); can't put in claim under warranty because the serial number is completely illegible --tiny, tiny print, red on red. Expensive given the frequent glitches and terrible customer service. 3 stars may be too high, but I am a fan of the cup.

I had the same experience as Karen. My Ember mug stopped working and the mug was within the warranty period. The customer support team responded and asked you a bunch of questions, asked for photos and other documentation, then did nothing.,The product worked until it didn’t which can happen but the customer support is really terrible. Also, the website does not allow for any customer reviews. I warn you DONT BUY THIS PRODUCT!

I wish I had read these reviews before purchasing this item. I bought the 14 oz mug in December and after 6 weeks it stopped charging - due to the universal problem with the charging pins that is mentioned everywhere. I have reached out to customer service by email as requested, provided photos, contact information etc and have gotten no response. This company should be investigated and shut down not just for a bad product but for the lack of customer support.

The product has two major design flaws that make it a poor choice and a very poor value for the money:
1) It charges using two tiny electrodes sticking up from the base that make contact with the bottom of the mug when it is resting there. The problem is those electrodes don't hold up very well. My experience is that one of them got pushed down to the point where it won't make sufficient contact and the mug will not charge.
2) Notice how the base of the mug is rounded (and it is rubberized). If you have it resting on your desk to the side (or even right in front of you), if you knock it (which is easy to do if you move at all or reach for something) guess what happens? The mug tips over, spilling your beverage all over your desk soaking your work, your books...anything else in the way. What a mess!

The customer service is customer no-service. The remedies they publish on their site are not working for me. As they suggested, I have "reached out" to them via email...three times. Repeatedly, no response.

I have observed other competing products at a MUCH lower price point that do NOT have the design flaws just mentioned: 1) they use magnetic induction to charge the mug so you aren't dependent on tiny electrodes that don't hold up very well, and 2) the bottoms are very modestly rounded and the shape is more trapazoidal, if you will, so that if you knock it with your hand while working, instead of tipping over spilling all over, it just scoots. Both are superior design features.

I bought the product because these guys were the first to market, and I thought that would make it the best. (Plus, I thought it looked pretty cool.) Experience has proven my decision to be a bad one. Knowing what I now know, I would not buy it again, and after about 24 months of use, will probably end up throwing it in the garbage.

Ember cup malfunctions showing sequential flashing lights. Ember will not respond to repeated emails and will not answer phone to provide assistance.

Mug suddenly stopped working. Getting customer support was incredibly difficult, on average a week in betweem responses. Eventually they offered to let me buy a replacement mug at a $22 discount! Laughable.

Unresponsive customer service. Mug broke (battery died and won’t recharge) and I’m being ignored when trying to file a warranty claim.
Update: I contacted Ember’s customer service team via email, Instagram, Twitter and Messenger on November 14. It is now December 22 and I’m yet to receive a response.

Based on my personal usage of gen1 warming mugs, these products exhibit extremely bad performance from a couple of different perspectives. The first is that the bottom mug component is cracking and flaking off. It is getting severe again even though I had to pay for its replacement mid year for same issues. Ember was quite uncooperative in that they made me pay for half price for the replacement. Now one of two of my mugs have failed. It will not charge now it is useless. It’s not that we used them continuously but occasionally for hot chocolate. So we are very upset in this investment.

Mug lid not working - customer service 4 emails nothing after almost a month. Seems breakdown renders your £200 cup worthless landfill tat

If they had 0 stars that would be the score. The cup does not connect with the base. I have had it two weeks and not been able to use it. The app does not work properly. Asking Cust Service for help is as useful as planning a camping trip on the moon. Their instant standard reply is 'we are too busy to help customers at the moment. When we can be bothered, we may address your query but that time is not now'. Or words to that effect. Not a single reply other than 'we are too busy and important to deal with people who keep our business running, ie customers'. Thanks for nothing, literally.

Dreadful customer service, mug stopped charging, have replied to their emails 3 times, have tried all the trouble shooting but still not working. No one answering.
DO NOT BUY !!!!

The mug was great at the start - kept my hot drinks lovely and warm.

But after just a few weeks the app stopped working. One day it let me check on the temperature of the drink and adjust it, the next it had logged me out and refused to let me log back in.

I contacted customer support - they did reply quickly but basically said “well, the mug is still keeping your drink warm so no big deal”, and asked a few questions.

I replied to the questions emphasising that when spending £100 on their product their app really needs to work so I can use it properly. But they stopped replying. They didn’t come back to me after I answered their questions and don’t respond anymore.

This evening the mug doesn’t seem to be keeping my drinks warm either (though I don’t know if this is just a one-off as yet, as I write this).

The mug was brilliant. But the service - via app and customer support is appalling. And Ember don’t seem to care about their customers at all.

Great concept. Terrible product. Everything from having to download and install an app AND create a profile with the company to lack of removable battery, to a terrible warranty (30 days). Once your mug stops pairing (it will), it's just e-waste junk.

Their products are ok - I’ve bought the mugs for myself and as a gift. Nice design though overpriced for the functionality. Last month I pre-ordered the new tumbler. It was sent out at the last minute of the promised timeframe and shipped slowly from the west coast. By the time I received it I’d changed my mind and returned it - they didn’t refund the protection plan I bought. It took an email to the company to get that back. Disappointing experience for a $200 item.

I placed an order for my wife’s birthday, and on their site it says orders deliver in 3-5 business days, I received my order in 7 days. So far, mug2 seems okay, we charged and tested, it keeps the temperature of coffee, but not make it so hot. It is a good gift but a little over priced.