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Nanoleaf Terrible Customer Service

March 7th, 2021 · No Comments

I bought a couple of Nanoleaf products at the end of last year mostly because I saw they were being sold on Apple’s website and saw articles about them in the past year.

Nanoleaf sells various lights that work with HomeKit and other such home automation systems or just directly with your mobile phone.

Although the products themselves seem pretty decent (and cool) I’m not even going to link to any of them because I highly recommend for people to stay away from their products. A company with such absolute TERRIBLE (ie. pretty much non-existent) customer service should be avoided at all costs.

I am going to get Apple’s attention on this as well as I don’t think Apple would want to be associated with a company with such terrible customer service.

For the most part the products work as they should except one of them is supposed to have touch gesture support so that I can turn on / off the lights by just touching the lights. But that wasn’t working at all no matter what I did.

Following is a log of how support has gone so far on getting some help from Nanoleaf on this:

  1. Jan 2: Submitted a request via their website that the touch gestures were not working. This seems to be the only way to contact support.
  2. Jan 22: Didn’t hear anything back AT all other than an automated reply that said the request would be handled. So I sent a followup asking if I will hear anything back at all from anyone.
  3. Jan 22: Received a response back with an apology basically saying that a recent firmware update is set to fix this issue. They asked for a serial number so they can run a test and update if its needed.
  4. Jan 22: I responded and asked if there was a way of checking the firmware of the device. Since its mounted on the wall and taking it down is NOT an easy thing just to get the serial number. I also mentioned I’m on the latest firmware according to their app. I already did this well ahead of time. I also responded with the version of the firmware the device was at.
  5. Jan 28: Some bogus email about the issue being merged into a new issue without an explanation. No explanation as to why or what this is about. Totally irrelevant and no answer or response to anything about the issue really.
  6. Jan 28: Another email asking what account I use to login to Nanoleaf. I told them I didn’t setup an account and don’t plan to. I don’t need my devices reporting anything back to their company. I asked again since they know the firmware should it be fixed. If they claim its fixed in a certain firmware release then just confirm if it should be fixed.
  7. Feb 7: I still haven’t heard back so I sent another email summarizing things and telling them that they need to do much better with their support.
  8. Feb 8: I get an automated email that their team needs additional info. I’ve already provided everything they would need but they refuse to answer any of my questions etc.
  9. Feb 11: I get an automated email that the issue is in a pending state and will auto-close in 4 days.
  10. Feb 11: I send an email asking if this is a joke that they are going to close the issue.
  11. Feb 12: I get another automated email similar to Feb 8th.
  12. Feb 12: Another email asking me for serial number (not provided due to not wanting to take the thing off the wall), Firmware (already provided probably twice at this point), Nanoleaf App version (already provided), asked to DISABLE the touch gesture to see if issue persists (so, if I disable the touch gesture how do I test if it works????????). And they asked if I was using Android or iOS (likely provided the very first time or at least a couple of times since the beginning).
  13. Feb 13: Just to please these clowns I answered all these questions (5 of them) in a followup INCLUDING the serial number since I found I could see it through the app. But they couldn’t even tell me that and kept saying I’d have to look at the back of the device.
  14. Mar 7: STILL NO RESPONSE, over 2 months later!!!!

I’ve pretty much given up with this and will just go out of my way to make sure people do NOT buy from this company.

If anyone in the press wants to contact me please do so through this website. And those of you who I know at Apple, please make sure someone there sees this. I’ll be sending in additional correspondence to Apple on this.

Anyone from Nanoleaf that wants to contact me, DON’T BOTHER. At this point its too late.

Category: Nanoleaf

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