Ember Charging Coaster 2, Wireless Charging for Use with Ember Temperature Control Smart Mug, Black

MY ACCIDENT - WATER DAMAGE One day, I left my ember cup on my nightstand with unfinished coffee in it. Somehow, I accidentally knocked it over and liquid accumulated in my charging coaster. The mug stopped working and I assumed that I had broken the entire unit due to my negligence. MISSING CHARGING PIN Well, I closely examined the charging coaster and noticed that one of the charging pins was missing. I suppose I wiped it away when I cleaned up the mess. So… I thought it was worth a shot to order another charging coaster to see if that fixed the problem. IT DID FIX THE PROBLEM!!! My ember mug is once again fully functional. PROBLEM FIXED! The moral of this story is: If your mug stops working, closely examine your charging coaster to see if it has sustained damage to the charging pins. A new charging coaster might be the solution to your problem!

the original burned out and this one has taken its place. no problems so far.

I absolutely love my ember mug. I use it twice everyday in the morning and evening for my tea. So imagine my horror when I saw that the mug was not charging properly! I did a quick Amazon search and found this ember charger replacement and I bought it immediately. It is just as good as the one that came with my original ember. It charges my mug properly so that it keeps my tea warm for all of my morning activities (ok let’s be honest…for the entirety of the today show 🤣). If your ember mug charger has gone kaput, this is the perfect replacement!

Before I share my exasperating experience with Ember’s customer service, I should begin with my main point - avoid buying Ember products unless you prefer frequently defective parts and perhaps the worst customer service you will ever encounter. Save yourself some money and excessive frustration by looking for an alternative product, such as the Nextmug, which is significantly less expensive (it was when I purchased it) and has worked well for me so far, though I’ve only been using it for a few months. I enjoy a hot cup of coffee each morning, and grew tired of having to constantly reheat my cup as the coffee cooled. Although I found it pricey, the Ember mug system worked well, keeping my coffee hot for an extended period of time. However, after about a year the coaster that you charge the mug on became unusable because one of the two spring-loaded pins used to charge the cup it rests on it didn’t pop back up. Unfortunately, this is a very common occurrence - if you read reviews on Ember you will find this is a recurring problem for many, many customers. The first time it happened, Ember’s customer support reps provided excellent service and replaced the charging coaster for free. I have had to replace the replacement coaster more than once, and over time Ember’s customer service department has sharply degraded over the years I’ve dealt with them. My latest encounter with Ember’s customer service department will be my last - I will never purchase their product again. When my coaster became inoperable recently (this time one of the pins I mentioned broke), I contacted their customer service team (by e-mail because I couldn’t find a phone number) and explained my issue. They had me send photos of the coaster and mug, asked me for a serial number (which couldn’t be read on the bottom of the mug), and other information. Since my mug was out of the warranty period, they graciously offered me a replacement coaster for only $15, which I felt was very reasonable. Then the problems started. They said they were sold out of the black coasters, so I was asked to choose a replacement color from blue, red or lavender. I chose blue and was sent a link to pay. But when I clicked on the link I got a message that that selection was sold out. I wrote back to customer service and explained what happened, and told them I’d take either of the other colors - I just wanted a working coaster. They wrote back informing me that all colors were now sold out, and that I could ask to be notified by email when something was available. When I wrote back asking how they could sell out of all three colors in less than an hour (between the time they told me I had a choice of 3 colors and telling me there was no supply), I received no reply. Later that evening, I was sent an email asking me to rate their service. I did and I gave one star (which I felt was slightly generous, but I couldn’t go lower). The next day I got an email saying that they had located a red coaster they could sell me, with another link to pay for it. I clicked on the link, which had my name and correct mailing address, but after I paid (with Apple Pay) I got a message saying thank you Sheryl (I’m not Sheryl but I must have sent her an Ember gift in the past) with her address in Beaverton, Oregon. I wrote back to notify them that although my correct address was listed on their email, the replacement was being shipped to the wrong address, and asked them to please change the delivery to my Long Beach home, which they replied back that they would. About a week later, I got a message that my replacement had been delivered - but it was not delivered to me, it was delivered to Sheryl in Beaverton. My frustration was boiling over by now, and I wrote them to inform them them that they did not correct the mailing address like they said they would, and asked them to please send another replacement to the address I had told them to deliver it to (which is also the only address I provided for them in all of my correspondence with them). I got a reply telling me they were “escalating my inquiry to the appropriate team who will review your case and work to find the best possible resolution, and that they’d be reaching out to me to assist….”. That was about a week ago and I haven’t heard back from anyone. I’ve written twice more since then, asking for them to either send a replacement to the right address or to reimburse the charge made to my credit card. I also asked for contact information for the head of their customer service department and for their CEO, Mr. Clay Alexander. It’s about a week later and I have yet to hear back from them, receive a replacement coaster or a reimbursement for the money I paid them. The steam is no longer coming out of my ears, but I did want to share my experience about the most inept customer service department I have ever dealt with. I guess it must be hard to keep up with all the issues customers are contacting them about considering how highly defective their product is. If you’ve made it to this point in my review, I thank you for hearing me out and hope that I have saved you the frustration and waste of money you probably would have endured if you were to purchase an Ember product. I wonder if the ‘appropriate team’ will ever bother reaching out to me - I’m not holding my breath.

Works great! Like the original

I bought this Ember charger as a replacement for my original charger. The replacement works well (for now) but I was not pleased that I needed to replace it at all, especially considering why it needed to be replaced and the high cost. My original charger failed when one of the little metal pins fell down and could no longer make contact with the mug. (I actually got it charging again temporarily with a little piece of aluminum foil— see the pic). I read online that the charging pin falls after liquid gets onto the charger. I find it pretty disappointing that a charger that also functions *as a coaster* can’t handle a trace amount of liquid. While I’ve been careful to not let moisture get on the new charger, I resent that I have to baby it, and I’m just waiting for it to fail in the same way. Considering how expensive Ember products are, I expected better durability.

Yes, I would buy again. This is a great alternative than buying a new set. It works with my Ember mug and I'm happily drinking my coffee again.

Bought it to replace original that we had accidentally damaged. It works great. I would recommend using Ember brand charging coasters if needing to replace original.

Sehr gut schnelle Lieferung.

Excelente calidad !!! Quiero encargar otra y están agotadas !!!

This item was supplied directly from the US. It is therefore designed operate at 110 volts not 230 volts, and was supplied with an unearthed US flat 2 pin plug (see photo). This is PROHIBITED by UK Statutory Instrument No 1768 of 1994..

Works great second one i bought First one had a pin spring break so didn't function any more but used it for 2 years before that happened

The charging coaster can become damaged (the little charging wires that make contact with the mug can break or get pushed down), so a replacement is occasionally needed. The company will also sometime replace the charger for free but it is nice to have an extra charging plate for different places in the house or office. Works well. Nice to have a variety of colours now.