I purchased an Eterno mask in December 2025. The last week of February, I started to have trouble with the remote, so I reached out to the email listed on the customer service website on 02-27. I was initially pleased by the immediate response and explained that when switching to the green and yellow light features, the remote stopped working. I could hear something rattling around inside the controller and the connection didn't seem right. I was informed that a lot of customers have that problem and it is usually a result of not charging the remote correctly and I received a short video explaining the proper way to charge the remote. Having read the directions prior to use and since the remote is labeled where to insert the charging cord for charging and using the mask, I can assure you this was NOT the problem and replied that I had read the directions and was charging it correctly. I also had a friend who had purchased a mask in November and the first time I used the mask was with her and she ALSO showed me how it worked; it's honestly not that difficult. The next response I received from customer care was a request that I send a quick video showcasing how I was plugging in the remote when charging. I complied and sent it off but was asked to re-send it as the customer care team could not view it.
It is now 5 days later and the mask is not working at all with my remote. I wrote to customer care two days ago saying I brought my mask and remote to my friend's house to see if it would work with her mask; it did not, however, HER remote and cord worked perfectly with my mask; so it was as I said, the cord and remote are defective. At this point, I can't use the mask at all - which is really annoying when you consider all the emails I receive from EMR-TEK encouraging me to use the products and pretty soon it becomes a habit and an integral part of self-care. I was already making it an integral part of my self care, and now I am unable to use it at all.
I am incredibly disappointed in the lack of response I have received and I have to admit, it is leaving a bad taste in my mouth regarding EMR-TEK, INC. I have a co-worker who is very interested in purchasing a mask, but she is holding off until she sees how this situation is resolved. It is very frustrating that I am unable to deal with anyone except through email. I want to purchase an additional product, to the tune of $700+, but I am reluctant if I can not get assistance when things are malfunctioning and it is implied that I don't know how to charge the device.
At this point, I do not recommend this company based on the poor response from customer service.
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EMR-TEK: Precision Red Light Technology for Skin,
Wellness & Everyday Performance
EMR-TEK designs and manufactures high-quality red light therapy and ultraviolet (UV) light devices engineered for reliability, craftsmanship, and everyday use. Our collection includes compact Pro red light panels like the FireWave Pro, full-body red and near-infrared (NIR) systems such as the Inferno Pro, and innovative hybrid units like the Krypton 1612 (UVA + UVB) and Ultron.
Each EMR-TEK device is built with Mean Well® industrial drivers and Philips® LED technology, ensuring precise wavelength output, zero-flicker performance, and long-term durability. Designed for users who value quality and precision, our systems bring professional-grade light exposure into personal and professional spaces alike.
Beyond lighting devices, EMR-TEK offers a complete light-based skincare ecosystem. The Eterno Multi-Wavelength LED Face Mask combines advanced optical engineering with sleek design to complement modern skincare routines. Paired with our light-compatible cosmetic formulations, users can create an experience that supports vibrant, refreshed, and healthy-looking skin.
At EMR-TEK, innovation meets integrity. Every product reflects our commitment to transparency, design excellence, and real-world performance. We focus on what matters most: dependable engineering, modern aesthetics, and the pursuit of better daily living through light.
No exaggeration—just precision light systems built to elevate your routine and redefine at-home red light technology.See more
