Here at The Solar Lab, we recommend EcoFlow products all the time. Their power stations and other gear is usually well-designed and performs great, even if it can be a relatively expensive brand.
With standout units like the super powerful DELTA Pro Ultra, recommending EcoFlow as a power station company is actually pretty easy. But there’s one area where we’ve always had doubts: customer support.
We’ve had mixed experiences ourselves and heard a few complaints from our viewers and readers. So, this time, we decided to go all in. We mystery shopped EcoFlow—twice on their sales line and twice on their tech support line—to see what kind of experience a regular customer might get.
As always, nothing about this was sponsored. EcoFlow had no idea we were calling. We used fake names, masked our phone numbers, and came in pretending to be total beginners to see how well they’d handle real customer needs. Let’s find out what happened.
As mentioned, we called the sales line two separate times. Let’s see how those callswent, then we’ll dive into the even more sketchy tech support.
In the first call, we posed as someone looking to switch from a gas generator to a solar and battery backup system. Our made-up scenario was simple: we needed to cover about 3,500Wh per day, mostly powering a fridge, furnace, and water heater, and we wanted to plug whatever power station we got directly into our existing transfer switch.
The rep we spoke to recommended the DELTA Pro Ultra with 3 or 4 expansion batteries pretty much right away. This is a system that was way oversized for the need we were describing, and more importantly, would have cost thousands of dollars more than what was necessary.
He seemed to fixate on continuous wattage instead of total daily usage (which we explained three times), and he totally miscalculated what we needed. He also had a pretty thick accent, making him somewhat difficult to understand.
When we asked about using our existing transfer switch, he incorrectly claimed we’d need to buy one from EcoFlow, as they, apparently, sell their own and it’s the only one that works with EcoFlow power stations.
In reality, EcoFlow doesn’t even sell a proprietary transfer switch—they just resell the Reliance ProTran 2 Transfer Switch on their website, which works with multiple brands.
In the end, we were sold way more than we needed, which we think was due to a basic misunderstanding of how power usage works. Frustrating and pretty sloppy stuff.
Next up, “Health & Safety” called in as a tiny home owner with relatively modest needs: power for a 240V heat pump, a 1,500W water heater, and some LED lights. Total estimated power usage? Around 3,500Wh per day.
We then made it clear we wanted enough power to get through two days, as we stressed that sunlight availability at the tiny home isn’t always reliable enough to charge a power station with solar.
The rep recommended the original EcoFlow DELTA Pro, which wasn’t a bad suggestion for a single day, but it wouldn’t cover the 48 hours of backup power we told him we needed. When pushed on the need for multi-day power, he switched his recommendation to the DELTA Pro 3—which still wasn’t quite enough. Only after being nudged further did he recommend adding an expansion battery.
We also asked if the DELTA Pro 3 could output 120V and 240V at the same time, and the rep confidently (and incorrectly) said yes. In reality, you can’t run both voltages simultaneously without using a transfer switch or the EcoFlow Smart Home Panel. If a customer bought the system based on that answer, they’d be in for an annoying surprise.
Overall, both sales calls lacked the depth of understanding you’d want when making a big purchase. And without some product knowledge already, we might have left with the wrong gear or spent way more than needed.
With the sales calls being a total flop, we hoped the tech support would at least be able to pick up the slack. Again, we called their tech support line twice. Here’s how that went:
We started by pretending we’d just bought the DELTA Pro Ultra and wanted to connect it to EcoFlow’s Smart Generator 4000. We already knew the answer: you can’t—the DELTA Pro Ultra is the only large EcoFlow power station that doesn’t support the smart generator.
But our tech support rep didn’t know that…
Honestly, it was a painful call. There was a serious language barrier, and it felt like he was reading manuals out loud, asking for help off the call, and guessing as he went. Plus, everything took a really long time.
Eventually, he suggested plugging the smart generator into the AC port—missing the point entirely, since we were specifically trying to use the smart control functionality.
After another 30 minutes of confusion, he did say that it only works with the DELTA Pro and DELTA Pro 3 (also inaccurate, by the way—it works with nearly all of EcoFlow’s units except the Ultra). But that clarity came way too late.
In short, our questions went unanswered, or worse, were answered incorrectly with confidence. Basically, a huge waste of time.
To confirm that the support was actually bad, and we didn’t just get matched with a trainee, we called back and asked the same question about the DELTA Pro 3. The rep said yes, you can connect the Smart Generator—but also confirmed (again incorrectly) that you can’t use both 120V and 240V at the same time.
That’s just not true. With the right wiring setup, the DELTA Pro 3 can absolutely support both voltages via the EcoFlow Smart Home Panel 2 or a third-party transfer switch.
We did ask a more basic question—"how many expansion batteries can you use with the DELTA Pro 3?”—and they got that right. So, the basic product knowledge was there in some areas, but too many of the important questions were answered with uncertainty or misinformation.
We still stand behind EcoFlow’s hardware—the three versions of the EcoFlow DELTA Pro, the much smaller River Series, their Dual Fuel Smart Generator, and even some of their older models are all top-tier pieces of equipment. But unless you’re 100% sure of what you need, we’d probably suggest buying EcoFlow products through a trusted third-party seller, like Shop Solar.
Why? You’ll get better sales advice, faster and more reliable tech support, and, honestly, we’d probably trust them a lot more with returns, exchanges, and any sort of warranty claims. Plus, their customer support is actually North American-based, so you can easily understand who you are talking to.
Now, this wasn’t meant to be anything like an attack on EcoFlow. As mentioned, their equipment is great, and we think they’re going to remain a big player. We’ve even done a full deep-dive on the history of the company, which shows just how big they are.
With that said, we think they have a lot to learn on the customer support front, and it really doesn’t have to be that way. Plenty of other power station brands have better support. Speaking of which, we also mystery shopped Anker the same day we phoned up EcoFlow, and the difference was night and day. Check that out if you’re interested in seeing how it went: We Mystery Shopped Anker.
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