Fibaro Support.

[HomeSystem.sk 69]

Hello everyone.

I just want to open this topic so we can basically see how Fibaro support works. I was having such a hard time because of the delays in comunications (it took more than month in one case). But today funny thing happen. I had one HC2 from customer, which is bricked, can not even go to recovery. So I opened the case with Fibaro support. That was 7 days ago when I received the HC2 from customer. We have 30 days to deal with that obviously, so because I was expecting this delay, I just sent the HC2 to the fibaro service the very next day after opening the case.

Now I got answer from tech support, where they obviously appologize for late answer. They answered that I shoud try recovery (ok that is another story right, if recovery does not work how can I try it  ). And as well they said if it does not work it needs to go to service. 

 

I just checked the tracking number from the package I sent and funny enough, it too 2 days longer to fibaro support to answer the email than it took to HC2 to travel 3 countries

 

So the question here is - do you all have this experience with fibaro support? I think many people find a solution to the troubles here on forum and support is left just with the proper hardware problems and it still takes extremelly long. If I compare that to Zipato (not saying Zipato is better alright!) tech support, they answer within hours, within a day they send a solution or fix the problem themselves and then they check on you if everything is alright. All in 3 DAYS. 

 

And question for Fibaro - do you guys know about this or is this a new information for you? Do you see your tech support team as good or do you have any problems there? I understand it can be tricky to cever everything, it can be hard to find good people for the position or to teach them the stuff, but this seems to be long time problem. Can we expect progress in it? Thanks

[jakub.jezek 371]

I get answer within few days. I even tell that timeline to customers (dealers mostly). If dealers are on site and problem is something I cannot handle on my own, then I simply call to Fibaro support.

 

Also partners have their own channel for contacting Fibaro support. They are quick on that channel.

 

In your HC2 case. If recovery does not work I wouldn't open a ticket for this. I would simply fill RMA for Fibaro service and customer gets replacement.

Edited June 28, 2017 by jakub.jezek

[gobbli 10]

Hi,

 

i have had trouble with my HC2. The HC2 didn´t removed modules and add news. I opened a case. Within 24h hours, fibaro support logged into my hc2 and solved the problem. But i think, the biggest problem we have is the development team. The firmware has to many bugs. Every new release, the old bugs didn´t get fixed and we get new ones. If there will not be a change in the right direction, i think to change my system.