Eren
Had to pay for returning the malfunctioning product
I purchased the Z6 model after reading several reviews. The Android app was easy to set up; however, when I tested both the demo mode and the massage function, there was no movement from the device. I contacted Nitetronic support, and they were responsive and asked me to test the product overnight. After doing so, there was still no response from the pillow, although the app appeared to record sleep data. I initially thought of replacement, but they said they wouldn't cover the shipment cost because the app shows data, At that point, I decided to return the device. Initially, I intended to rate the product 4 out of 5 despite the malfunction, based on the responsiveness of customer support. However, I was informed that return shipping would not be covered because the app showed recorded data. This led me to revise my rating to 3 out of 5. The refund process then took nearly a month to complete, which further reduced my rating to 2 out of 5. While customer support was consistently responsive to my emails, the number of follow-ups required was excessive, and the overall process took much longer than it should have. Ultimately, I spent a significant amount of time and $42 on return shipping and was left without a working product. That's why people mainly order from big websites like Amazon. Judging by the time of the day I received responses, their support team is outsourced from somewhere outside of the US, which was their only redeeming quality in the process. At least I wasn't ghosted. That's why I'm not rating 1 out 5.