Warning about Anova's upcoming subscription costs for using devices you own

General
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Warning to New and Potential Anova Users: Recent Changes and Customer Service Issues

Dear Anova Community,

As a once-enthusiastic Anova user, I feel compelled to share my recent experience and concerns with both current and prospective customers. I hope this post serves as a cautionary tale and prompts Anova to reconsider some of their recent business decisions.

Subscription Model for App Functionality

Recently, Anova announced that their app for hot water circulators would begin charging a monthly subscription fee. This change is particularly troubling for several reasons:

  1. It fundamentally alters the value proposition of products that many of us have already purchased.
  2. It sets a precedent for turning one-time purchases into ongoing financial commitments.
  3. It raises questions about the long-term costs of owning and using Anova products.

Customer Service Concerns

In light of these changes, I decided to return my recently purchased vacuum sealer. However, my attempts to initiate this process have revealed significant issues with Anova’s customer service:

  1. Lack of Response: As of this writing, I have sent multiple emails over several days without receiving any reply.
  2. Unclear Return Process: The difficulty in starting the RMA process is concerning, especially for a company that should prioritize customer satisfaction.
  3. General Unresponsiveness: The silence from Anova’s support team is alarming and suggests a broader issue with their customer service infrastructure.

Recommendations for New Users

If you’re considering purchasing Anova products, I strongly advise the following:

  1. Research Thoroughly: Investigate the full costs of ownership, including potential future subscription fees.
  2. Read Recent Reviews: Look for up-to-date feedback from users, particularly regarding the app and customer service.
  3. Consider Alternatives: Explore other brands that may offer similar functionality without subscription requirements.
  4. Prepare for Potential Issues: If you do purchase, be aware that you may face challenges if you need to return the product or seek support.

Call to Action for Anova

I call upon Anova to:

  1. Reconsider the subscription model for basic app functionality.
  2. Improve their customer service response times and processes.
  3. Be more transparent about the total cost of ownership for their products.
  4. Engage with this community to address these concerns directly.

As consumers, we have the power to influence company policies through our purchasing decisions and vocal feedback. I encourage all community members to share their experiences and make informed choices.

Let’s work together to ensure that Anova and other companies in this space prioritize customer satisfaction and maintain fair, transparent business practices.

Kevin
Long-time cooking enthusiast and concerned consumer

3 Likes
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Hi Kevin.
Sadly Anova pay more heed to putting out info on the likes or reddit than here.

Anova don’t read & reply on this forum.

The useless CS lower tier folk are incompetent in what should be rinse & repeat moves that are well practised, they are pretty crap, the only way is to send an email to the heads of departments & highlight this issue, which has been going on for years without change (make of that what you will)
Go to the “about us” page look at the names of folks such as “bill” which would translate to bill@anova etc etc.

Good luck.

(which sealer was it incidentally & how long had you had it, part of the world etc) !?

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They also promised that current users we get continued access without having to pay. This is a flat out lie as I have been using the app for months without issue and now I am required to pay.

Thanks for the warning Kevin, the only issue I have with what you said was about the unclear return process. The only return process you should consider is returning it to the retailer you purchased from. When you return to a retailer the manufacturer normally is required to buy the returned product back from the said retailer (which is why they try to convince you to work with their CS team before returning or they try to get you to return it to them so they can keep their scam going).

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@timbo0024 I bought directly from anova, so return would be with them.
@MrGus chamber vac sealer, usa. Thanks, I tried reaching to CEO directly but he’s a useless twat. Will try billing, hr, and accounts receivable.

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Forget the CEO, utilise the CS manager no lesser form of CS.
Good luck

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I am trying to understaind the issue. Why do you think this will impact ownership of the devices from anova I already own? I have the original cooker, the vacuum sealer and the oven. One of them doesn’t have internet connectivity at all, only the oven has wifi. Do you have any reason to think they will start charging a mandatory fee for using the oven?