On December 28, 2025, I purchased an Echo Show device. During setup, I encountered issues connecting it to my existing Alexa app, which forced me to contact customer support.
Unfortunately, during that call, the representative made changes that severely disrupted my account. This resulted in the deletion/loss of key features, including my Alexa+ subscription (or enhanced features) and connectivity to my smart lighting system and water sensors. All of my prior smart home integrations stopped working.
Since then, I have made over 20 phone calls and spent many hours speaking with support staff. A month and a half ago it was confirmed that the issue lies with Amazon's side—not my equipment or setup. Despite this, subsequent calls have repeatedly resulted in the same basic troubleshooting steps that do not resolve the problem.
I have been promised multiple times that a technical specialist would contact me to fix this, but no one has ever followed up other than e mails with the same basic trouble shooting tips that have been proven to never solve the issue.
In several instances, representatives appeared underqualified for technical issues and even hung up mid-conversation when I attempted to explain potential solutions. ( I was always polite)
Within the first two weeks of this unresolved issue, I requested to return the Echo Show. I was assured the matter would be handled expeditiously. However, it is now well past the standard 30-day return window, and I am being told a return is no longer possible.
I was previously very satisfied with my Alexa ecosystem (including my Echo Dot) and was excited to expand it with the Echo Show. This experience has been extremely disappointing due to repeated incompetence, lack of follow-through, and poor handling overall.
Do better Amazon!
Ticket ID V2089206320
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