Christy Roe
5/5
We have been happy with Echo and our internet for several years now. I love that if we have an issue, I can text or call and get a real person here locally to assist me. We were recently experiencing slower speeds with our internet. Echo recommended a new router. When we plugged the new router in our smart thermostat stopped working. I figured it was to do with the new connection, but was not sure. I did reset the thermostat and called Amazon customer service for assistance with the problem. Amazon once again walked me through the reset steps, which did not change the status of the thermostat. They said the thermostat had gone bad and would send a replacement. The time frame of the replacement was 2 business days. With temps well into the 100s and no basement for a cool space, I was not happy to be going without AC for days. I called echo to see if they had a suggestion. They squeezed me into the already busy schedule for the following day. Collin came out at the end of his day and was able to quickly diagnose the issue of just needing to readd the thermostat as a new device. I had AC again in minutes. Thank you to Collin for coming out late and patiently assisting, Rhett for taking my call at almost 10:00 pm and putting me on the schedule quickly, and Zachary for getting the router setup and giving easy install instructions. I am a customer for life!