Letter from an unsatisfied customer

[Quikdav 15]

Dear Fibaro team,

 

I think it is important to remember a few basic rules when marketing a product sold 600€. We didn't buy a low cost chinese box so we expect a good quality product.

 

With a new stable release, we expect new features and bugs fixing. We don't expect regressions as on the last one. I consider it's a shame what you delivered.

 

I don't know any customers that would accept such regressions and bugs on a delivery.

 

Users are really fed up and angry with all these issues, all the promises not held and so on....

 

There is growing discontent on forum and I think you should consider it seriously.

 

The product is good but you seem unable to deliver good software.

 

Pull yourself together and deliver a reliable release

 

Thanks for your customers

[cford67 0]

What issues are you having with the new release?

[Quikdav 15]

I don't want to install it. On the french fibaro forum, we have 18 pages about unsatisfied users, many regressions and issues so I can't and I don't want to take the risk to have same issues else I will sell the box..

 

So I stay with 4.071

 

These last days, I have a smoke detector that is suddenly detect fire (at any time and late in the night) whereas there is nothing. I had the same issue with an other one I excluded/included to fix the issue. I have latency with some basic scenes. One that trigger swiid switch and wall plug take sometime a few minutes and sometime it is immediate. I can't ask my family to wait a few minutes before entering the room  !!! same for a light that suddenly turn off then on

 

We asked fibaro to include qubino module and they seem to turn a deaf ear so I'm very disappointed and angry...

[1152 33]

You may be right, and obviously you are angry. I have experienced most of the issues you describe, but I would argue that your timing is off, I think Fibaro approach has improved and certainly 4.xxx sw is getting better both in regard to stability and supported devices. That said, they have a lot to prove before I´m happy. A permanent fix to their usb-stick / backup solution to name one... 

[fi-bar-oh 47]

This all feels like dejavu

[sj3fk3 27]

You may be right, and obviously you are angry. I have experienced most of the issues you describe, but I would argue that your timing is off, I think Fibaro approach has improved and certainly 4.xxx sw is getting better both in regard to stability and supported devices. That said, they have a lot to prove before I´m happy. A permanent fix to their usb-stick / backup solution to name one... 

 

Obviously it's not good enough... Fibaro support is almost non existent, they do not reply to issues posted on the forum (or as it seems only to certain people). Very fundamental issues like replacing the back-up usb drive are still not addressed. Yet marketing is still at full speed ahead..

 

I agree that things have become a little better, but let's compare Fibaro to say domoticz.. Domoticz gets update every 2 days or so, bugs are squashed within days and not weeks, months or years.. 

[fi-bar-oh 47]

Obviously it's not good enough... Fibaro support is almost non existent, they do not reply to issues posted on the forum (or as it seems only to certain people). Very fundamental issues like replacing the back-up usb drive are still not addressed. Yet marketing is still at full speed ahead..

I agree that things have become a little better, but let's compare Fibaro to say domoticz.. Domoticz gets update every 2 days or so, bugs are squashed within days and not weeks, months or years..

Fibaro do suck for support but that is just part of who they are! You cannot teach an old dog new tricks! Live with it other users have learnt to! And yes I agree I can name a handful of users that get special treatment on here, new devices to test blah blah

These are the guys that used to post on the forum a lot, but now post very occasionally! Just look for yourself!

Good luck on any pointless quest to improve customer service

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/emoticons/default_smile.png" alt=":)" srcset="https://forum.fibaro.com/uploads/emoticons/[email protected] 2x" width="20" height="20" />

I for one am happy my box works 10x better than it did 12 months ago!

[Quikdav 15]

This all feels like dejavu

If it feel like "dejavu", it should be fixed, Is this something you would agree with ?

 

I just want an objective voice. I just described my everyday life and what many users experienced, that's all

 

As I said, we expected new features and bug fixing, not so many regressions...

[fi-bar-oh 47]

If it feel like "dejavu", it should be fixed, Is this something you would agree with ?

I just want an objective voice. I just described my everyday life and what many users experienced, that's all

As I said, we expected new features and bug fixing, not so many regressions...

Sorry buddy they already banned one account of mine an refuse to give it back... This account is my last chance! I have to kiss fibaros arse or I lose access to forum!

[A.Socha 133]

Dean .... you get ban for the curse.

We know that some users are still not happy with stability and support of HC. We are working on it and step by step it's gonna be better.

 

 

These last days, I have a smoke detector that is suddenly detect fire (at any time and late in the night) whereas there is nothing. I had the same issue with an other one I excluded/included to fix the issue. I have latency with some basic scenes. One that trigger swiid switch and wall plug take sometime a few minutes and sometime it is immediate. I can't ask my family to wait a few minutes before entering the room  !!! same for a light that suddenly turn off then on

You are sure it was fire alarm, not range alarm or hardware alarm ?

We can't say why sending commands take "few minutes" in your system w/o logs but for me it looking like your scene is written bad.

[fi-bar-oh 47]

See guaranteed response you just need to know which button to press

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/emoticons/default_smile.png" alt=":)" srcset="https://forum.fibaro.com/uploads/emoticons/[email protected] 2x" width="20" height="20" /> that is how it is done folks!

 

EDIT: The mood here seriously needs to be lifted its SO DULL constantly... (12 days now for 1 x hc2 no issue and 2 x hcl no issues). I do think not responding to potentially simple user requests (or making them wait 2 weeks) makes things look a lot worse than they really are. Ignorance is not ALWAYS a bliss! 

[Quikdav 15]

Dean .... you get ban for the curse.

We know that some users are still not happy with stability and support of HC. We are working on it and step by step it's gonna be better.

 

You are sure it was fire alarm, not range alarm or hardware alarm ?

We can't say why sending commands take "few minutes" in your system w/o logs but for me it looking like your scene is written bad.

all the notification are disabled in the advanced parameters of the smoke sensor... Sometime, I received push notification about fire alarm, sometime not.. and the sensor is about 5 meters of the box with only a wood floor between

 

Regarding my scene, it is very simple. I have a FGS behind a switch. My block scene is triggered by the switch. When the switch is on, I turn on 1 wallplug and 2 swiid. When the switch is off, I turn them off. Sometime, it works instantly, sometime, I have to wait. And a few days ago, my HC2 lost all my swiid switchs I excluded/included again

 

This is for my HC2 with 4.071 but when I read all the issues with 4.080 on the forum, I prefer to wait before migrating...

[alex88 71]

I don't want to install it. On the french fibaro forum, we have 18 pages about unsatisfied users, many regressions and issues so I can't and I don't want to take the risk to have same issues else I will sell the box..

 

So I stay with 4.071

 

These last days, I have a smoke detector that is suddenly detect fire (at any time and late in the night) whereas there is nothing. I had the same issue with an other one I excluded/included to fix the issue. I have latency with some basic scenes. One that trigger swiid switch and wall plug take sometime a few minutes and sometime it is immediate. I can't ask my family to wait a few minutes before entering the room  !!! same for a light that suddenly turn off then on

 

We asked fibaro to include qubino module and they seem to turn a deaf ear so I'm very disappointed and angry...

 

 

I am glad I am not the only one with latency issues. I am patiently waiting for support to look into the issue, however the latency issue started when I upgrade from v4.056 to v4.070.

 

@A.Socha, I get some people's latency issues may be due to bad scenes, but my scenes are the same as they have been for almost 12 months now and they worked just fine before v4.070, so something else is going on here. Still waiting for response from support from an issue raised almost a month ago ... 4 tickets outstanding. I dare not raise any more tickets until the 4 I have raised are sorted out.

 

I also have the following more serious issues:

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[A.Socha 133]

all the notification are disabled in the advanced parameters of the smoke sensor... Sometime, I received push notification about fire alarm, sometime not.. and the sensor is about 5 meters of the box with only a wood floor between

 

Regarding my scene, it is very simple. I have a FGS behind a switch. My block scene is triggered by the switch. When the switch is on, I turn on 1 wallplug and 2 swiid. When the switch is off, I turn them off. Sometime, it works instantly, sometime, I have to wait. And a few days ago, my HC2 lost all my swiid switchs I excluded/included again

 

This is for my HC2 with 4.071 but when I read all the issues with 4.080 on the forum, I prefer to wait before migrating...

You can't turn off hardware problem notification about problem witch chamber, can you check graph from smoke sensor and post it? That will tell me about noise

 

Can you post of printscreen of that scene,, i will change it to LUA to check when scene is starting when command to device is send and when device change state to check where is a problem. Maybe you got full query of z-wave command to send

[kiwi 2]

Hello,

 

I am not like @quickdav but I feel like him sometimes. There is somewhat issues that are not fixed yet in Fibaro.

 

For example :

• Qubino ZMNHJA2 that is still not supported. I have mine for more than 1 year... (at this time I was using vers 3.x), several users reported the "template", but for obvious reasons Fibaro don't want/like to support this (please stop vendors war, this is not productive for everybody). If you don't feel how to handle that see

  Please login or register to see this link.

  (added in November 2014... we are now in March 2016 ! wake up Fibaro !).
• Plugins : when version 4.x has been announced, there where a big news that every body like : plugins. Fibaro opened the stuff, but because of some security issues, this was closed and removed. This part was really a good new to support third party systems transparently (like for example domoticz with some third party plugins).

Now we have some other issues :

• USB rescue stick, good idea BUT why on earth you took so long to unmount it after doing a backup, every sysadmin knows that FAT32 is stincky and USB keys are somewhat fragile.
• If this USB rescue stick is dead, we will have to resent the whole box to Poland. Why don't you design a simple soft on Windows/MacOS to remake this stick if dead ? (or resent one to the customer that have an issue). Don't tell us you need box and stick, you know that Zwave + "ssd" inside gave you the "security" you need to protect your software.
• Memory issues : we have a problem there. Your software is getting killed sometime because of memory issue (1Gb on the motherboard is too tight) and get killed. Why don't you use a kick hack like monit (apt-get install monit) to restart it, avoiding us to make a weekly reboot of the HC2?
• This memory issues can be resolved with sharing code, essential to people like us to code and avoid copying same code ever and ever...
• IPv6 : really ? this is not ready ? you kidding : the debian DOES take the SLAAC ip. Why cannot this box can runs on IPv6 only ?
• hum... Also you use linux ? Do you know that "noatime" in mount avoid updating inode EVERY TIME a file is accessed ?
• Security : debian based is good, now, does all last CVE has been fixed (there is SEVERE CVE on debian that must be fixed) ? I am not sure...

Ok now I hope this will wake up some people here... But some of French HC2 user is looking somewhere else... (I do for _some_ of my things... but even if the interface is more or less WAF, the stability is the main point in a domotic system, especialy when we paid high end system...).

 

Regards,

Xavier

[pilou87 0]

'Hi Fibaro, Your solution has so much potential, but please check your forum, we are so many un-satisfied customers, each update is worse than the previous one. Please remember that your box is managing HOUSES with people inside... rebooting the box every few days for the heating to operate is NOT a solution. Please also support other Z-Wave brands like Qubino that you refuse to integrate (now for years).'

I'm in france and i'd an software company. we developp 80 %  of product for LEGRAND like for example XLPRO 2 on the LEGRAND catalog.
I participate with the research service 15 years ago to domotic system, but i am an inconditionnal of FIBARO that i prefer. It's my choice. 
Can you imagine if i deliver to this company product like your software. 10 Hours after, you must reboot !!!!! 
It's not acceptable. You must have reaction, please.
Best regards.
 

[nicohi 19]

Yes Socha, for plugins, we always waiting. If only we had an timeline, but nothing. This point has been a decisive one when some people have seen what we could do with that during the first beta, juste top ! And in one version, they disapeared. How to explain that to this peope ?

 

Other big problem, is the implementation of Lua, because (And you could have a look on french forum) this is now sure, there is a problem in memory using by HC2. It is growing up, up, until fatal error and restart. And it is not 1 or 2 persons, it is all HC2 user using some lua...

[pilou87 0]

It's urgent that you stabilise your versions. I dont and never change for an other products than FIBARO. I like and take in the front, FIBARO product,

but now it's incredible that you dont find a solution. Stop integration of new products ( just qubino !) and all is right !!!!

take very serious about nicohi say !
 

[Quikdav 15]

You can't turn off hardware problem notification about problem witch chamber, can you check graph from smoke sensor and post it? That will tell me about noise

 

Can you post of printscreen of that scene,, i will change it to LUA to check when scene is starting when command to device is send and when device change state to check where is a problem. Maybe you got full query of z-wave command to send

 

Here is the screenshot of my scene that take about one minute or more to be run. It can also be run instantaneously. I have the same to turn off lights. "Petites lampes" is the FGS I have behind my switch

 

And I attached the graph of my smoke sensor

 

I discovered a new latency or something that is not still working. Was working before of course. I had a LUA scene running a pressbutton of a VD that contains 4 buttons. Each button is associated to a specific icon and set a value for a QUBINO ZMNHJD1. The icon of the VD is updated so that means the pressbutton is run but nothing happen for the QUBINO ZMNHJD1

 

Thanks for your support

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[A.Socha 133]

Here is the screenshot of my scene that take about one minute or more to be run. It can also be run instantaneously. I have the same to turn off lights. "Petites lampes" is the FGS I have behind my switch

 

And I attached the graph of my smoke sensor

 

I discovered a new latency or something that is not still working. Was working before of course. I had a LUA scene running a pressbutton of a VD that contains 4 buttons. Each button is associated to a specific icon and set a value for a QUBINO ZMNHJD1. The icon of the VD is updated so that means the pressbutton is run but nothing happen for the QUBINO ZMNHJD1

 

Thanks for your support

From graph i see you got noise who sometimes (3 times?) made alarm . Lest clean it a bit by compressed air (for example to cleaning PC)

1. remove battery

2. by metal mesh start insufflate air around device

3. After that wait 30-60min to be sure that in chamber there is no water (from compressed air)

4. install battery and check is noise is removed

 

Yes scene is easy and there should be no problem. Hard to say what is wrong, please contact with support someone should login on your HC to check reason