I'm soo unhapppy with Fibaro now

[malitan 1]

+1

 

[akatar 208]

3 hours ago, JanRemco said:

 

 

 

These Fibaro Wall plugs are behind eg my coffeemaker, dishwasher and only used to measure energy, the on/off is not in use. I cannot make it more clear than this, without any action the on/off is enabled, and the devices are turned off. They should be allways on. This dit not kappen at the same time for several Wall Plugs.

 

 

 

 

 

are those plugs the version 2? i had a couple of them en had the same problems. they switched themselves off when they wanted to. i sold most off them and bought a couple of version 1 (secondhand market)

 

 

Edited January 28, 2019 by akatar

[JanRemco 7]

1 hour ago, akatar said:

are those plugs the version 2? i had a couple of them en had the same problems. they switched themselves off when they wanted to. i sold most off them and bought a couple of version 1 (secondhand market)

 

 

As far as i know they were all version 1. (com.fibaro.FGWP101)

[akatar 208]

@JanRemco you can try parameter 1

[alex88 71]

7 hours ago, T.Konopka said:

As mentioned before, we are listening to our users and you can share any suggestions on the Forum in the dedicated category for suggestions. When it comes to "inadequate material from the manufacturer" - what do you mean exactly? We provide manuals online with FAQs, we created the Knowledge Base, we created the Marketplace - we are providing more and more material almost on a daily basis.

Support model? Do you mean Technical Support? We provide email and phone Support so you can contact us easily - however, we do not provide 24/7 assist and it is not possible at the moment.

Diagnostic tools - well, this would definitely help advanced users as they know what they need and how to interpret what's going on in the system; on the other hand, lay users will have issues to grasp all of the information coming out of the system. Of course, the tools may be optional so that users will decide whether to use them or not, but this may cause more confusion for new users. And I am saying that we say "no", I am saying that we have to consider all possible outcomes from our doings as a company.

 

T.Konopka

 

Thank you for replying. It's good that you are present. 

 

The support model DOES NOT WORK. 

I have maybe 50+ tickets that have not been resolved over the years. Maybe even 100 if I cared to count. 

Since Christmas I raised 4-5 new tickets and as yet all I get are emails saying, sorry we haven't got back to you. 

My system has ports open for weeks now waiting for someone to log in. 

I have called 10+ times and when I get through all I am told is that someone will look into your ticket, but nothing happens. 

You need to provide more support and documentation and tools to diagnose issues. 

 

Documentation is inadequate in areas of technical troubleshooting and a understanding of how the system REALLY works. For example look at each item of config on a device. The description for every item is usually difficult to understand and the user does not know what the impact of changing something is without trial and error. Every config item should have a help button that explains FULLY what it does and also explains what the impacts of changing it should be e.g. explain what polling does and why someone would want it on or off and at what interval. Why should I have to scour the forum to try and find an answer to all of these basic questions that most users will want an answer to at some point. You are not APPLE and this is not an APPLE product. It is technical and does need a lot of hand-holding. Please get involved in helping us help ourselves and start integrating this into the app.  

 

Diagnostic tools should be in the app as default. I am not going to labour this point. Either you get it or you don't.

 

I will cannot raise my concerns yet again in another area that you chose to create until you decide to shut it down. Over the years I have raised them in this forum, in emails direct to support, directly to Fibaro UK and in bugzilla. 

 

The home automaton market is still immature but that will not last.  Please stop releasing new features. Fix the existing problems. We have been asking this for years now and yes, progress has been made with the cloud backup and ability to migrate to a new controller without a complete rebuild. Well done! 

Keep up this good work and focus on stability and visibility into the solution so we can help ourselves better. 

 

You have a captive audience for now. Don't miss that opportunity. It won't ever come back again. 

 

I challenge you as a company to stop developing new features and products and spend 1 whole year fixing the system. Adding more help into the app. Adding new diagnostic tools. Fixing all the top bugs. Implementing or at least trying to implement the top 10 features that users want - based on a survey. 

 

Then in 2020 re-start the marketing and go back to enhancing.  

[Vinisz 15]

I already decided to leave..... the company is failing on sooooo many points that I'm not even gonna botter to write it all down (maybe later....) 

[Theo 7]

I started with Fibaro for only one purpose two years ago: keeping up the idea of somebody at home by regularly opening/closing curtains and a light. The curtain system is of the brand "Forest". As zwave is an open system I verified with my supplier for all HA that this device would work with HC2. Open zwave means that there can be multiple items to configure per device. I read all manuals on devices carefully. HC2  Despite all updates HC2 still complains about that device having no template. Therefore the Forest device might not advertise all its features in HC2 but it has proven very reliable. The same story for a TKBhome wallplug. In the first year my system did just those two things.

@T.KonopkaSmall tip for manuals about including. "click three times (some) button" does not work and gave me a lot of frustrations. My HA supplier had the winning answer: "just press that button a lot times in a short period". Never had any problems afterwards.

Only after that first year I started adding devices and block scenes, mostly one per month, carefully observing the lot.

When I bought my HC2, it wanted to upgrade right away. I was not prepared for waiting that long time for installation&reboot and probably did completely unnecessary several full restores from the backup usb-plug to its original state because I stopped the HC2 prematurely.

@T.KonopkaFeedback of the HC2 is critical, especially for new users, during startup of the device. If they see that it takes a minute the first time, they wont't expect that a upgrade might take much, much, longer. Please do not show those circling dots endlessly without progress information. You could run tests with

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inbetween.

I had only a hungup system when upgrading to 4.520. But I always make a lot of backups. And now and then I test them too!

And because of its open nature zwave devices might be disfunctional and hanging up everything by non-compliance at some time. All the horrors of Windows come from its open nature: drivers, devices of all brands. The same *abuse* we now have with zwave as it still not is mature. And now zwave+ is already claiming its role.

I realised that with multiple devices (now 13) rulesets with just block scenes can become incoherent or even faulty. Therefore I made the bold step to lua half a year ago.

And I still do not control doors or heating with HA. It is deemed too risky by me.

So my contribution to this: keep your expectations low, read a lot, and make small changes in a low pace. For open-source alternatives that will even be more necessary.

[JanRemco 7]

6 hours ago, akatar said:

@JanRemco you can try parameter 1

?? That was the parameter that the system reset all by itself. I know what it does, it should however only be changed by me, the user, not by an update from fibaro.

[PepsiMac 17]

I am confused by those who feel we should pay premium prices for Fibaro only to experiment and spend many hours trying to get it to work and then many more correcting the system's actions to change our instructions.

 

Fibaro appear more interested in building customer bases and sales to enhance corporate value, I am not sue that customer support really matters. In the past, you post a ticket, they do not give you a solution and then mark the ticket as closed. I rely on the forums to make th products sort of work.

 

Having invested heavily in Fibaro, somewhat assuming their software would be as good as their graphics, I use it now for minor tasks. I am looking at a professional installation for main operations in the home and will use my 2 HC2s and 1 HCL together with about 100 devices to control aquariums and other such.

[Guest cuprum]

6 hours ago, PepsiMac said:

to control aquariums and other such.

 

Brave boy or poor fishes...

Just had a situation, where my hot water boilers was switched off for 3 days because of one scene was not triggered (or was not switching boilers back on). And unfortunately there is also no possibilities to make sure what *exactly* happens, because Fibaro plugs does not left events in logs (yes, the ticker "save logs" is set).

Hmm, and the event log/panel itself ... how many *years* the filtering there seems not be filtering, but fantasizing, as filter tickers appearing and disappearing randomly.

[alex88 71]

3 hours ago, cuprum said:

Just had a situation, where my hot water boilers was switched off for 3 days

I'm sorry to hear that. I had no heating for probably 36 hours myself due to the unconfigured devices issue. Fortunately my system seems to be up and running again. 

 

3 hours ago, cuprum said:

how many *years* the filtering there seems not be filtering, but fantasizing, as filter tickers appearing and disappearing randomly

 

It's a real shame to hear that it still has bugs in it

 

I stopped even considering that this functionality was present years ago. On top of the filtering not working, when you have a larger system you find that the history is not long enough to properly diagnose any issues anyway. 

 

 

[D-Vine 65]

On 1/28/2019 at 12:17 PM, T.Konopka said:

As a customer you are free to do so.

 

I'm glad we have a discussion here, and in my opinion we have a ongoing section for us as customers so Fibaro can listen to us. To be honest I don't want to make a official statement or go social to say.... come on what are you doing now.....  but my feeling and I know of lot others are going this far and that isn't a good thing!

I love the system, I love tweaking with it but somehow you get people frustrated about handling things.

 

Fibaro can you give me some answers.

 

- CES is coming up each year and I know you are working hard to get things done there, but if it isn't finished don't released it official. Leave it at CES to demonstrate not for us

- Why is the homecenter app released in a alpha state. Fibaro and we know it's is useless app this point.  ( I like the new look and feel and hope the web interface is going to be the same.... good job! )

- If CES is that that important to all of you fine by me but use us to improve the applications, use us to interact, use us to take the next level. We all know there are good programmers, good testers etc here on the forum. We are NOT a bunch of people that buy a TV and wait for a firmware update... no we are tweakers of a advanced system and we can and want to HELP to improve.

- I think we should enjoy your developments with some sneak peaks or road maps. give us more information what is going on inside your company, what things you are working on

- We in the Netherland we go a site called tweakers.net with a very active forum and they have a separate section on the forum to feedback and get answers of that company. I think you should make a section like that to interact more with us.

- Afters some years with fingers crossed to make a update, last year you did a good job to stabilize this. But with this update me and lot of others get a complete brick of the system, I'm lucky to be patience and get things on going but a final state update should be stable at all time... work on it!

- Plugin section has to take to a next level... lot's of people just leaving Fibaro and find other ways to integrate systems to make things work...     for instance why is the Netatmo of sankotronic so much better then the default plugin of you? Why can we take a plug in to get other weather info then yahoo.. why no marantz plugin etc. etc. 

I quote just a little line of a top programmer of domotique-fibaro and there is more discussion about your way of handling things.

I just ordered: Raspberry Pi 3 + Aeotec key + SD card + 3A power supply - for jeedom 

I'll start by testing a lot of everything that is IP (VMC management, Netatmo, Netatmo Thermostat, EcoDevices, EmonCMS, Cameras, Synology Management, WakeOnLan, Weather, EventLog, multimedia amp management, Kodi, TV, etc.). ) (Actually, there are already ready plugins for all that)

Then in Zwave : migrate my Qubino, everspring bell and other modules not / poorly supported by Fibaro ... I'm tired of waiting, it's been 2 years now !!!!

- then the section of support this is poor, and I say this in a nice way..   

 I like to see a quick support of when your device is going into a brick or something like that.. and not receive a default answer sorry we are busy sorry for late response...  

 

You do a great job with this good system but also a even better job to piss people off they way you handling things....  If even for instance Sankotronic is disappointing in Fibaro and more of us ( and some of the best in domotique forum)  You should CARE... you should think.. oh no this isn't what we want ... we need to step up.

I am not the top programmer but I have a good job in a big (tech) international company with a great service organisation and I know what people want....  

 

 

 

 

 

[alex88 71]

Fibaro, 

Please respond and tell us what you will do differently. 

 

[T.Konopka 8]

On 1/28/2019 at 12:59 PM, JanRemco said:

Everytime after the first include it is an unknown device, after one or two soft-configure it is recognized as a dimmer 2

OK, thank you for that. What's the firmware version? Is it 3.5?

 

On 1/28/2019 at 12:59 PM, JanRemco said:

Restoring a backup.

Moving the HC2 near to the dimmers.

Excluding and including several times.

Thank you, that's a vital information.

 

On 1/28/2019 at 12:59 PM, JanRemco said:

only used to measure energy, the on/off is not in use.

This is a completely different issue than that I understood. I thought that you the main part of the issue is that they turn off automatically.

Now, I understand that they should be always on and they should report current energy consumption.

Is the parameter 1 set properly? Does it reset in any way? After reconfiguration or any other operation?

 

On 1/28/2019 at 12:59 PM, JanRemco said:

Yes, i have to force "Mark if dead" to "no", otherwise half of my devices are marked dead.

Are they far away from the gateway? What's the model? Firmware version?

 

On 1/28/2019 at 12:59 PM, JanRemco said:

I have no case number, as the dutch helpdesk never replied. I mailed on 7 jan, that is now three weeks ago. ([email protected])

Didn't you receive any confirmation that the email was received? That's strange. I'll check with the Support team.

Most probably, one of our engineers will have to remotely connect to your system to get the logs.

 

 

[petergebruers 1,268]

@T.Konopka can I make a suggestion?Please continue the discussion in the topic I linked below, because @JanRemco has started a separate topic with new information. That topic is dedicated to his dimmer 2 problems.

 

 

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[T.Konopka 8]

Done. Thread moved.

[JanRemco 7]

15 minutes ago, T.Konopka said:

OK, thank you for that. What's the firmware version? Is it 3.5?

 

Thank you, that's a vital information.

 

This is a completely different issue than that I understood. I thought that you the main part of the issue is that they turn off automatically.

Now, I understand that they should be always on and they should report current energy consumption.

Is the parameter 1 set properly? Does it reset in any way? After reconfiguration or any other operation?

 

Are they far away from the gateway? What's the model? Firmware version?

 

Didn't you receive any confirmation that the email was received? That's strange. I'll check with the Support team.

Most probably, one of our engineers will have to remotely connect to your system to get the logs.

 

 

 

 

Thanx Peter, you are right, i have started a new topic, with a new experience and a clean system. But some things are not in that threat so i will answer the rest here, as i think it is useful information, and also good questions:

 

T.Konopka:

The firmware of the Fibaro HC2 is the latest, 4.530. Problems started or were discovered with 4.520, maybe even with 4.510.

 

Fibaro Wallpug.

Parameter 1 was set properly, and functioned for more than at least two years. The scene i had using it with was also functioning properly. (and still is)

I only noticed that the parameter was changed because it turned itself off, which should not be possible. So my conclusion was twofold: The update changed parameter 1, and then the update changed the state to off.

 

They are not far from the gateway, around 5- 6 meters, on the same floor. With a wall without iron between them. 

The wallplugs are FIB_FGWPF-101, bought in 2014, and i have all my modules updated with the latest firmware.

 

Email:

I have never received any confirmation that my email was received.

I don't think my systemlogs are available as i have done a complete reset of my HC2 just yesterday. But an engineer can remotely connect to check the Dimmer2 problems.

 

 

 

 

[jwi 53]

2 hours ago, JanRemco said:

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3 hours ago,

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said:

OK, thank you for that. What's the firmware version? Is it 3.5?

 

Sorry that I interfere here, but I think T. Konopka has asked you for the dimmer's firmware.

[petergebruers 1,268]

1 hour ago, jwi said:

Sorry that I interfere here, but I think T. Konopka has asked you for the dimmer's firmware.

It is 3.5. He answered this question here (see picture). That is why I pointed @T.Konopka to that topic.