Jackery, Inc.

Dan gallagher

2 months ago · ★ 5

I have 3 Jackeries. 160, 1000, and 1500. I was having a problem with the power cord/charger. I called Jackery and Kevin in customer service was able to assist with my issue and send me a replacement power cord/bank. I was greatly appreciative of Jackery standing behind their product. Thank you Kevin!

Eli Richards

9 months ago · ★ 1

Jackery Explorer 1000 — Two Units, Repeated Failures, and Deeply Disappointing Support Rating: ★☆☆☆☆ (1/5) I purchased two Jackery Explorer 1000 units at roughly $1,000 each, used them lightly, and still ended up with repeated failures and a customer service experience that has been frustrating, slow, and ultimately unhelpful. Based on my experience, I cannot recommend Jackery. What Went Wrong Unit 1: Sudden failure with likely mainboard/protection board or battery issue. Out of warranty, Jackery’s “repair” path pushes costs and risk onto me, and only offers a 6‑month warranty on the replaced part—not the entire unit. If the battery is the root cause, they offered no true repair—just a trade-in gift card. Unit 2: Shows an overload icon running a ~37W air purifier—far below what this power station should handle. This suggests a pattern, not an isolated defect. Customer Service Experience Escalation refused or delayed: Multiple clear requests to escalate to a supervisor or customer relations were ignored or met with “the team reviewed,” without providing a decision-maker’s contact or ownership of the case. No meaningful goodwill: The “solution” offered was essentially near public sale pricing on a new 1000 V2 (plus 10% off) and a free carrying case. When the product is already on deep sale, that’s not meaningful support for two $1,000 units failing outside warranty with limited use. Limited warranty terms: Repair would carry only a 6-month warranty for the replaced part, not the whole system—unacceptable for a mixed-age device where other expensive components can fail next. Logistics roadblocks: Despite offering video evidence of the failures (376 MB), Jackery provided no working upload portal and relied on email with size limits, delaying the process. RMA return boxes/labels were not proactively provided. Repeated follow-ups required: I had to send multiple escalation requests (five) to even get partial responses. The lack of urgency was striking given the product category and cost. Why This Matters These are critical power devices marketed at a premium price point. When two units exhibit failures—one potentially at the battery level and another at a trivial 37W load—customers deserve a repair path that is clear, capped, and backed by a full-unit warranty, or a replacement option that reflects true goodwill. Instead, I encountered slow responses, minimal concessions, and an insistence on pushing risk and cost back to me. What Jackery Could Have Done Provide a real escalation path with a named manager/owner and direct contact. Offer prepaid RMA boxes and clear, not-to-exceed written quotes for repair, including diagnostic, labor, shipping both ways, and taxes—before I ship. If battery is the root cause, offer a viable remedy beyond a gift card: either a battery replacement or a like-for-like replacement at a goodwill price materially better than public sale, with a full new-unit warranty. For any repair, warranty the entire unit for at least 12 months—not just the replaced part. Bottom Line In my experience, Jackery’s support and policies do not match the premium pricing of their products. Two costly units, limited use, repeated failures, and an escalation process that felt like a dead end. If reliability and responsive support matter to you, consider this a cautionary tale before purchasing.

colleen matthias

a month ago · ★ 1

Told rep what was needed and intended use after watching an InTooDeep video, where Gus mentioned how helpful customer service was. That is not the case. What they recommended and sent was over kill and we couldn't even lift off of porch. Called to arrange return replacement for a unit that was more inline with what we needed and described to rep. Gal said a rep would return call next day, no call received. Checked email and they sent email yesterday, instead of promised call, offering 20% off to keep unusable unit or pay $108 for return shipping. No mention of a rep contacting us for proper unit replacement. Needless to say, not at all pleased with their customer service and are arranging return of the unsuitable unit recommended by them. Basically, $108 it cost us for this educational lesson. We thought we were getting a super, portable power pack battery for travel trailer and what they sent was a huge home generator and huge solar panel. Shame on the rep that is suppose to be knowledgeable about the product line who recommended this monstrosity, as obviously we were not familiar with their product line and gave intricate detail of our need and what it was to be used for, thus the reason for contacting their customer service.

Sunny Sunny

3 months ago · ★ 5

Seemed that most one star comments are associated with Explorer 1000. Maybe Jackery needs some work here. My review: Long story short. Have to recommend my customer rep, MAYA. She has been very patience with the issue presented. She repeatedly send over different cables just to solve my panel-to-generator charging issue. Since 2/20 she has been unrelentingly working on a charging cable issue and is finally solved today. Just to boost morale up. Products are excellent and my customer service experience is excellent too. Thanks Maya and the Jackery support team. Maya definitely deserved a chance of promotion. Have a nice day.

Cadijah Irving

4 months ago · ★ 2

Customer service will waste your time. I ordered a generator (HomePower 3600) a few days ago and noticed my browser auto-input the incorrect billing address (the shipping was correct), but i noticed AFTER submitting the order while on the confirmation page. So to get ahead, I sent an email informing them of the error and placing the correct address in the email. Two representatives responded- one in particular asking me for additional proof that I purchased the product AND asking what I intend to use it for... the latter is a silly question for a company that sells home generators. Clearly im buying this generator to hang it on my Christmas tree as decorations. So I ignore her question. I send a screenshot of the pending transaction from my bank account and the next day I revieve an email thanking me for my cooperation and stating that changing the billing address isn't something they can help with, but they'll process my order as fast as they can. Why did it take 3 days worth of emails and why make me jump through hoops when they know they can't even help me??? I don't need my order processed faster. I need to make sure my order gets PAID FOR. It's just frustrating. If the payment fails I'll consider it a sign to never shop here again. I still need to get 2 more generators (for my parents) after seeing how reliable the first is, and I'll most likely get them elsewhere online to avoid potential headache based on these reviews.