New client, self instalation, not really technical person.

[HomeSystem.sk 69]

Hey people,

 

I have one new customer and it is interesting how it works with him, because it is interesting to see how things work.

 

Ok, so the beggining, he bought HC2, one motion sensor, two relays to control garage doors, one dimmer, two RGBW modules, Popp wall plug, Fibaro wall plug... Not many devices.

He did not want instalation, he said he will try it.

 

First day - 

He called me at 22.00, very upset, he said it is not possible, nothing works... He tried to add Wall plug with no luck.

Ok the solution - HC2 comes with 4.056, so update helped. Adding wall plug is tricky anyway, triple click is not working usually... But ok, it worked, he was still not very happy, but ok.

 

Second day - he added Popp wall plug and wanted to add motion sensor. The sensor did not report temperature,... he vas really really upset as all of that is so dificult. I explained him to wake up the motion sensor. Now he wanted to check the signal of Z-wave, if he can connect dimmer outside. Because I know he is not really god in this, I asked him simply to place the motion sensor outside. It did not report changes, so I asked him to put wall plug somewhere in the middle and explained him how Z-Wave works... in 5 minutes we had contact with motion outside... At the end he was very confused, he said he probably will need instalation... I said i believe in him (because for this little devices it is not worth to travel there

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/emoticons/default_biggrin.png" alt=":D" srcset="https://forum.fibaro.com/uploads/emoticons/[email protected] 2x" width="20" height="20" /> ) and I said those are all small things and we can do it on the phone. I told him how to connect dimmer but asked him to connect devices, which will be closer to HC2 first to build up the network. He told me he is quite unheppy as he can not figure things out and he is upset. His wife told him that he bought stupid thing and he agree.

 

Day 3 - he called me he wanted to connect dimmer (yes, he forgot about what I told him about those devices closer to HC2) but it is not adding it... I did not have time to answer, so I called him later and he had it added, working. He as well created new user and he got completelly lost, as new user did not have any rights so when he loged in as new user he did not see devices... Then he got lost between remote access details and local access detail... I did not realised this is such a difficult thing, but basically it is for newbie. Perhaps it could be done differently in the app so customers can understand it easily.

I explained him how to connect RGBW (he has two white strips...) ...

 

Day 4 (today) - he called me that he is trying to connect from work but when he is giving there the IP address to the browser it is not working (here you see how basic he is). I explained him again the difference, then ok. now he called me that today he connected first RGBW, he followed the steps I gave him (no the manual was not even mentioned, why people do not read that

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/emoticons/default_biggrin.png" alt=":D" srcset="https://forum.fibaro.com/uploads/emoticons/[email protected] 2x" width="20" height="20" /> ) . And it works. He finally got some better idea AND this is the moment of the change- He said - I start to see the thing in it, finally I think I did a good buy. I am getting into it.

 

So lets see what tomorrow brings, I will try to continue this treat for new customers. Till now it took 4 days for newbie and very non technical customer to get from - I am very upset, you can not imagine how much I swear tonight.... to - I am getting into it, I think I bought good thing. Of corse he did not click the "scenes" part till now, so I believe this story is not over, but yes, Fibaro is a system which does not take long time to learn.

[jakub.jezek 371]

Well i had similar problem. We  are making trainings in CZ for dealers and if some end-customer call to us with some basic problems, we suggest him to talk with experienced dealer to his adress. It it is some problem, that even dealers technician cannot solve, then dealer call us. So we have min. of end customers, that has big problem.