EERO review: Amazon eero pro mesh wifi system - 3-pack

I have been a user of eero (internet network mesh system) since 2016, without major issues and with good support when I needed it. I purchased 3 devices on July 21, 2016 and then 3 devices more on April 21, 2019.

Since last software update that I ran on Feb 14th, 2024, over my eeros devices, the network started to show instability and failures, going offline definitively on February 16th, 2024.

On February 16th, I left home for a 2-week vacation, so I contacted eero support by email on February 19th to see if they could fix the connectivity problem remotely. I got replied to the same day and we were exchanging emails for several days, trying different options to solve the connectivity problem, without success.

On my return home (Feb 29th), I decided to delete the existing non-functioning network and start from scratch.

On March 1st, I had a long phone call with the eero support representative, who helped me to reconnect 3 of the 6 devices to the new network (the 3 eeros purchased in 2016 ).

After several exchange of emails, on March 5th, eero support representative wrote me, “After exhausting everything on my end as well as consulting with our senior support team and conducting a thorough analysis, it appears that the challenges you're facing is related to the age of your eero devices. Unfortunately, the eeros you currently have is no longer be compatible with the latest system updates, leading to the persistent issues” even that in her previous email she wrote “It's essential to note that eero devices are built to last...”

So, eero solution for me was to explore the options available in “Amazon eero Trade-In Program”. I took a look of the trade in program, and frankly, it looks like a bad joke, as the trade in for the three eeros is up to $80.00, being that I paid $461.98 on Apr 21st 2019. Then, I may have to add more money to buy new eero devices.

I replied eero support that the trade in program she was offering to me, is good for a person who wants to have the latest gadget of the market which is not my case. I asked her to escalate the case to whom it may concern, to start the replacement of the three eeros that stopped working since the last firmware update, something which is eero's full responsibility.

On March 6th, a person from the Escalation team at eero contacted me, but instead of bringing a solution, she has started the whole process all over again, even not replying my last emails asking for a solution since several days ago.

I’m just asking to have a replacement my three devices damaged by eero's update that made them unusable, which I think is an illegal abuse.

This makes me remember the case of Apple years ago and iPhone updates that made phones slower? This is the same, but even worse, since my devices were not left running any slower, but they do not work, they do not work at all after the update, and that is illegal!