Fibaro support service quality

[nkv 0]

Sorry, but I don't see any support activity.

 

According to the bugzilla there are 44 issues reported in the 2017 and only 4 'resolved'. The last was solved on September (now is December).

- Only 1 is 'assigned' now.

- At the same time there are 40 issues created in the 2017 and marked as new (615 since 2014).

 

I reported few critical issues for my HC2 and there are no answer from the support team (my controller is almost not usable because of internal software errors).

Looks like we have no support

Now I am trying to migrate my home to some opensource solution. That is not easy as it will required a lot of time, but I shall get rid of this stupid device.

 

		Please login or register to see this link.	Please login or register to see this link.	#		Please login or register to see this link.	Please login or register to see this link.	Please login or register to see this link.	Please login or register to see this link.	Please login or register to see this link.
			Please login or register to see this link.	Please login or register to see this link.		Software	major	resolved ( Please login or register to see this link. )	2017-09-15	Can not enter RFID tag codes any more in to Zipato rfid reader
			Please login or register to see this link.	Please login or register to see this link.		Software	minor	resolved ( Please login or register to see this link. )	2017-08-18	Sonos speakers cannot be found by Sonos plug-in
			Please login or register to see this link.	Please login or register to see this link.		Software	major	resolved ( Please login or register to see this link. )	2017-06-19	Android Fibaro Widget 'Starting Scene Failed'
			Please login or register to see this link.	Please login or register to see this link.	Please login or register to see this link.	Z-WAVE devices	minor	resolved ( Please login or register to see this link. )	2017-03-08	Domitech Dimm-Leuchte ZBULB LED E27 - Z-Wave template missing
			Please login or register to see this link.	Please login or register to see this link.	Please login or register to see this link.	Software	major	resolved ( Please login or register to see this link. )	2016-10-17	Aktualizacja FGP111 Plug

 

 

[I.Srodka 4]

Hi @nkv!

 

Thank you for your continued interest in our products!

 

First of all, it is worth mentioning that bugzilla is being phased out.

 

However, that doesn't mean we do not want a feedback from you. We are still getting it via emails or forum topics but let's not focus on bugzilla and please elaborate on that issue:

On 8.12.2017 at 10:09 AM, nkv said:

(my controller is almost not usable because of internal software errors).

What internal errors?

 

Feel free to post them here or write directly to support (AT) fibaro.com ; )

 

 

[nkv 0]

2 hours ago, I.Srodka said:

What internal errors?

 

Hello and thank you for your reply.
 

At moment I can't reconfigure some of my Z-wave.me devices, I can't delete them from the configuration in a safe way and it is dangerous to use 'force delete' as a controller could die after that.
 

The description is in the bugzilla. Would you please take a look on following issues (reported by me)?

Please login or register to see this link.

Please login or register to see this link.

Please login or register to see this link.

 

It is another issue that is not critical for me already:

Please login or register to see this link.

 

Please explain how should I report bugs/issues in the future?

[samuel 27]

@

Please login or register to see this link.

  :  In what other way can we input request or bugs, instead of using bugzilla? 

[I.Srodka 4]

@nkv, restore should help for those force-removed devices. And as I can see there is no upgrade option for you. Just stick around a bit, refresh the page a few times, click this "restore defaults" button.

 

49 minutes ago, nkv said:

Please explain how should I report bugs/issues in the future?

 

40 minutes ago, samuel said:

In what other way can we input request or bugs, instead of using bugzilla? 

 

There are many ways, we are very flexible and we gather info case by case.

 

Sometimes bugs are discovered here, on forum, when something is misbehaving. Sometimes you (forum users) reproduce the error so many times that it is clearly visibile that something is not right.

 

You can also submit bugs to support (AT) fibaro.com. If it is a valid problem, a problem with our system, and not some untypical configuration (for example some unofficial Siri-bridge and unofficial Alexa-relay which is misbehaving) they will also pursue the cause of what you report.

 

Some issues are self-evident but we must prioritize development of different components.

 

If you want to submit errors here on forum, you should use this forum:

Please login or register to see this link.

As it is about updates and is followed on a day-by-day basis. We (and you should) follow changes from version to version. So you should always check them with the latest firmware.

 

This is an example of a topic in a good subforum:

 

[nkv 0]

So now we don't have a way to trace or search bugs without reading the the whole forum... No ticket numbers for reference... Ok.

[I.Srodka 4]

@nkv, we have an internal tool to track everything ; )

 

You don't need to worry, if many people reports the same, it may be recognized as a more important issue.

 

If you contact via email you receive the case number.

 

 

[enbemokel 7]

But this is internal, if someone want´t to verify it this problem exists he is lost......

Makes it easier to tell customers "We never heard of such a problem"... Bugzilla was a very nice tool for all.

[nkv 0]

@I.Srodka

I see a number of fresh issues opened in bugzilla in December. Users are still trying to contact support with it.

It was a good tool.

At least it would be wise to place a note to the bugzilla start page informing us that nobody from support is reading it.

[I.Srodka 4]

@enbemokel, @nkv,

 

We plan to introduce some tools for clients to keep up with their tickets.

[enbemokel 7]

Thanks for updating us in future.