As a Fibaro Installer with 20+ HCL houses and apartments installed with Fibaro, I would like to know if there is anyhow possible to get account for "remote service".
It is hard to give any technical support for customer after he calls if he is 6hours of driving away. It would be great if Fibaro develops "Service account" for installers who provide maintenance services.
Situation that would happen if there IS service account:
Here is an example:
Customer calls technical support (installer - officialy approved by Fibaro) and reports a problem with heating - thermostat does not respond on input (customer is 6 hours of driving away on island)
Technical support with service account connects on customer's HCL and sees all administrator (and more) settings
As staying in phone call, customer and technical support provider, pass through all possible solutions and issues and they solve a problem within 1 hour, heating working, customer satisfied
Situation that would happen if there is NOT service account.
Same situation as above
BUT....Someone from technical support will have to drive 6+ hours to reach customers house (eventually it will be next day at the best as to organize such trip is not just to jump in the car and go). It will take half and hour to solve and find out cause of the problem. If HCL and installation is in warranty period, some crazy amount cant be charged and technician have to travel back again 6+ hours next day. 2 days lost for small amount of work that can be done remotely. Customer was without heating in house for 1 whole day in winter period = unstatisfied customer who hates Fibaro and installer services...
All forum members, do you have any advice, suggestion or experiences for such situations?
Maybe there is Fibaro service account available, but we dont know it (shame on me).