Ember Technologies Avis 147

As other reviewers have said, it is pointless having this mug as it never remains connected to the app so every time you try and use it you have to go through the whole searching and pairing process, which inevitably fails.

This is not a short term problem. I have had the mug for over 6 months and nothing has improved despite thousands of reviews which state the same issue.

I have many other devices connected via Bluetooth and never had a connection problem.

The only way to effectively use it is to get it set and forget about the app. This means you can't change the settings or preset temp.

One sole reason for 5* - Melissa in customer support. I had a mug that had started to deteriorate at the base. The support team knocked it out of the park in taking ownership of the problem and resolving. This is what customer service is all about.

Returned a travel mug as I wanted the base mug, they failed to provide proper return details and have sat on the refund for a few days now

It's nice coffee mug with a warming plate. If you're purchasing it to be able to use the app to keep it hot off the plate, especially if you have an Android device, do not purchase this product. Even the Ember website shows that they haven't done product testing on newer Android phones. I would understand if this were a brand new item but it's been sold for years at this point. And at a cost of $150, the customer should be able to expect a product that works as promised. Ember does not work as promised.

Received an Ember mug for Christmas. I don’t think I can go back to a normal coffee mug ever again… this thing is incredible. Usually, I’ll make an evening tea. By the time I’m done sipping on it, the tea would be cold. Not anymore! I’ve used this mug two nights in a row now. Each time, my tea stays the perfect hot temperature. The mug even syncs with the Apple Health app, so you can track your drink consumption vs caffeine and heart rate. I highly recommend the Ember mug!

I have had the common issue with one of the pins on the coaster staying depressed so it won’t charge the mug. A real design flaw and great shame as I will miss this mug.

The app is an abomination.

The fact that there are no physical buttons (on the base for example) mean that I have to adjust the temp from the app but it never connects.

No good excuse for this at this price point.

I love this mug, I’ve had it for 3 years and it’s always worked amazingly. What doesn’t work well is the charging coaster. It has two pins, and these just aren’t very fit for purpose. They seem to break easily, one ends up staying depressed and then the coaster won’t charge the mug. I have had about thee coasters now and always the same issue + It’s just happened again.
Surely there is now wireless technology that would work rather than having a pinned coaster. Especially as they clearly don’t do well around liquid, given the fact it’s a mug to carry hot liquid it seems rather silly.
Now you’re probably reading this and wondering why I gave 4 stars. And the reason I have is that the customer service has been exceptional. Once I email and send photos they have always got a new coaster out to me and it’s given the mug a new lease of life. Yes it’s a hassle when it breaks but I have the confidence they will sort it out for me & I love my mug, I enjoy every hot drink I have in it. I just really hope they sort out the charger issue!!

I am not sure why there are so many bad reviews here but I have 2 mugs and have had them for years. Just had an issue with one of them and emailed support. They got back to me within minuets and took some details and shipped out a replacement.

I am very happy with the products and the service

I want this to work SO bad. So bad, that I've purchased 3, thinking they'd eventually get it right (first purchase was when the company was new) Alas, they still haven't fixed the mug's issues - inconsistent charging, inconsistent connection with app, hit and miss ability to keep coffee warm. I am so sad, I give up. A pin on the charger is (once again) stuck in a down position/not charging. No more requesting a new charging base. I am done. :(

After a few months the mug stopped charging because a pin on the charger was bent — a common problem as far as I can tell. When I contacted Ember I found myself in a doom loop of robo-emails asking it I was happy with the service, but not a single one providing a solution or even acknowledging what the problem was.

Travel mug stopped working in the first year, customer service said it was out of warranty? Taking issue up with retailer.

Works really well if you keep it on the charger, but dies quickly if off the charger. Still worth it IMO if you like your beverages to stay hot!

I got this a gift from my mother. It literally lasted about 8 months before the charger stopped charging. Customer support was ready to replace it but due to my location they wouldn't mail a replacement or provide a refund.

On the plus side the cup itself is well made if you ignore the heavy heater at the bottom.

If you want warm coffee get a thermos; it will literally keep your beverage warmer LONGER.

My original review for the mug2 14oz was attempted on Amazon.com, but it never posted.

This was given to me as an Xmas gift from my partner and I have to say I hate it. There seems to be constant issues with the app not communicating with the mug. The battery life will show 82% and it never charges until it's completely dead. It takes about three hours to fully charge and then lasts for maybe an hour?
The mug burns the cream in my coffee leaving this film around the rim that then gets all over my lips and tongue. Burnt coffee and cream is so nasty. After less than a week of wasting time trying to fuss with it I went back to the tried and true drink it till I forget and then pop it in the microwave method that's been a classic for years. Don't waste your money. I sure don't have the heart to tell my partner he did.

Terrible product and worse customer service. They can’t care less that they sell a bad product for a high price. Useless after a few weeks….we have three….2 broke within weeks. One has a bad charger and the other doesn’t pair. This product has one job…but its so fired. Cx service ignores detailed descriptions of issues and constantly gaslights you as if you don’t know how to test something like this…especially when you have a few and can rotate them with other chargers and devices to test them. After being asked to do the same thing over and over again I was told they ran out of my color and would ship them out in a few weeks as they projected. Weeks later, I’m surprised to find they sent one more email saying they were closing out my ticket without a resolution because apparently they had asked me to do one more redundant test for which i missed the email for. At this point, I replied and told them that if they read through the thread they would had seen that this test had already been done multiple times, photos were sent, and a resolution was that they would send me a replacement when the color was back in stock. I received no response. GARBAGE BRAND, GARBAGE PRODUCT, ZERO CUSTOMER SERVICE

Poor customer service and very long delivery. After 3 weeks, still no delivery and customer service does not respond to the problem & dismisses the issue. Requested for cancellation, still waiting for response.

Have been trying to place a bulk order for our clients and have NOT received a response to my emails or phone messages. One person, who shall remain nameless, finally emails back with his name and title and it's a crying shame that we communicated twice and then it's like POOF he fell off the face of the earth. Don't trust these people, save your money, time and effort. Look elsewhere. I gave one star only to be able to write a review -- they deserve A NEGATIVE ZERO.

Sorry I bought this. It doesn't "pair" anymore although the blue light blinks. Customer service appears non-existent., Save your money.

I recently had an issue with my Ember mug (1st gen) and, after filling out the support form details on the website, worked through a support case via email. I can honestly say there wasn’t a moment when I doubted support would be able to deliver a resolution to my issue and I was consistently kept up to date with prompt responses to any further case notes I added (note support hours appear to be US). This is clearly a different experience than some other reviewers have written about so I thought it important to give credit where due - the support in my case was excellent.