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Subject: Formal Complaint – Inaccessible Replacement App for Joule Users in Brazil Dear Customer Sup

lepetroni

I am extremely disappointed with the response I received regarding my Joule device.
Your communication states that the Joule app is no longer supported and instructs customers to migrate to the Sage+ Cooking app in order to continue using the product.
However, the solution you have provided is completely ineffective for customers in Brazil.
As shown in the attached screenshots, the Sage+ Cooking app is not available on the Brazilian Apple App Store, making it impossible to download, install, or pair my Joule device. In other words, you have discontinued the original application while simultaneously directing customers to a replacement application that is unavailable in my country.
As a result, a fully functional product that I purchased in good faith has effectively been rendered unusable due solely to your unilateral business decision.
This is not a technical issue on my side. It is a failure by Sage/ChefSteps to provide an accessible replacement for a service that is essential to the operation of the product. Such conduct falls far below the standard of after-sales support that consumers are entitled to expect from a company of your reputation.
I therefore formally request that, within 10 days, you provide an effective solution, including one of the following:
* Officially release the Sage+ Cooking app in Brazil;* Provide an alternative method to activate and pair my Joule device;* Restore compatibility with the original Joule app for affected regions; or* Offer another technical solution that fully restores the functionality of my
I expect a prompt and definitive resolution.
Sincerely,
Eduardo Petroni

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liam.brooks.1991.ny

This is a frustrating situation, especially when the product itself still works but the software needed to use it is no longer available in your country. I can understand why customers would be upset if they bought the device expecting the app to remain available. It also shows how much businesses depend on the services and platforms they provide after a sale. I was looking into the business side of setting up a company in Ukraine and came across this guide: https://en.clc.co.ua/registration-of-a-limited-liability-company-llc/ . It made me think about how important it is for businesses to consider their long-term responsibilities to customers, not just the initial sale. In cases like this, having a clear plan for supporting older products can make a big difference.

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lepetroni

Dear Evelyn,

Thank you for your clarification.

Unfortunately, your response confirms rather than resolves the issue I raised.

You have confirmed that the Joule app is being discontinued, while at the same time acknowledging that there is currently no officially supported replacement application available for customers in Brazil.

This leaves me in a very straightforward situation: I own a Joule device that was previously supported and operated through the Joule app. Following your decision to discontinue that platform, you have not provided a supported way for me to continue using the product in my current location.

There is also a fundamental question that I believe needs to be addressed:

Why can I not simply continue using the Joule app that I originally purchased and used with my Joule device?

If the existing Joule app and my device are technically compatible, what is the technical reason for preventing customers from continuing to use the application that was provided with the product?

If the issue is not technical, but rather a decision by ChefSteps/Sage/Breville to discontinue the service, then I would ask you to explain why the consequences of that decision are being transferred to the customer, particularly when the proposed replacement application is not even available in Brazil.

I would also like to clarify one important point regarding the statement that Joule “wasn’t officially sold or distributed in other regions.”

My Joule was purchased by me in New York, USA, several years ago, where the product and its associated application were officially available. I have legitimately owned and used this device since then.

Therefore, the fact that I am currently using the device in Brazil should not change the fundamental issue: I purchased a product in the U.S. market with the expectation that the software required to operate it would remain reasonably available and functional.

I therefore do not believe that the geographic availability of a replacement application can reasonably be used to deprive me of functionality that was available when and where I purchased the product.

I also cannot accept changing the country/region of my Apple account as a solution. Your own response acknowledges that this is merely an unofficial workaround that you “cannot officially support or guarantee” and whose functionality may change in the future.

That is not an acceptable substitute for an officially supported product solution.

Most importantly, I would like you to confirm the following explicitly:

Is it ChefSteps’ official position that, once the Joule app is discontinued, customers in Brazil who legitimately purchased their Joule devices in the United States will have no officially supported application or alternative method to fully operate and use their devices?

If the answer is no, please provide the officially supported solution for customers in this situation.

If the answer is yes, then I believe ChefSteps should recognize that the discontinuation of the Joule app has effectively deprived customers of software functionality that was available and integral to the product at the time of purchase.

I purchased a premium connected appliance with the reasonable expectation that the manufacturer would maintain a viable means of operating the product. A unilateral decision to discontinue the software should not simply transfer the consequences of that decision to the customer.

I therefore expect a clear explanation of the technical and business reasons for discontinuing the Joule app, together with a practical and officially supported solution that allows me to continue using the product I legitimately purchased.

I look forward to your response.

Kind regards,

Eduardo Petroni

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On 10 Aug 2026, at 15:12, Evelyn Mateo (ChefSteps) <support@chefsteps.zendesk.com> wrote:

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