device already 6 weeks away for repair?

[emielw 2]

Hello, 

 

7 weeks ago I got troubles with my HC3. (no connection at all). Even recovory mode was not accesable. After contacting Fibaro (support) the suggested me to send my device to them. 

On the 9th of August I sended my device and I got also a mail back that they received my HC3. 

Today, 6 weeks later I didn't get any response from service and the guy at support is telling me that they are busy with it and asking for patience. Meanwhile my house is complete manual again and that's quite annoying.

 

Without any feedback it feels like I can wait another 10 weeks....

What can I do? Any suggestions? 

 

Thank you!

 

 

 

[JureZ 1]

hmm... Did u try giving them a call and ask them if they can speed it up. Usually it helps for me.

[ppeterr 205]

I also think it takes a bit long, especially if all your automations no longer work and you suddenly have to start pressing buttons again. But I don't have the impression that Fibaro has a large repair center, and that it may therefore be a bit more specialized and the repair will take place entirely in-house.

 

That being said. I always use moments like this to upgrade something HC3 maybe? 

[SmartHomeEddy 901]

@emielw signature says he is on HC2 but in his post he mentioned he send a HC3 in for repair. So maybe he has a HC2 for backup. Still a lot of work to change back to a HC2. 

[ppeterr 205]

Ahhh, i see it now. Uhmm no need to upgrade then. He only needs to update his forum information

[emielw 2]

4 hours ago, ppeterr said:

Ahhh, i see it now. Uhmm no need to upgrade then. He only needs to update his forum information

 

Updated, I will call them once again. 

[ppeterr 205]

29 minutes ago, emielw said:

 

Updated, I will call them once again. 

 

 

I read in your post history that you also had bad luck with an HC2 a few years ago. It really sucks if your toys break, I would also have problems here if things break down. Hopefully he'll be back soon

[emielw 2]

On 9/20/2023 at 2:55 PM, emielw said:

 

Updated, I will call them once again. 

 

Update from last call: The guy at support had contact with the repair centrum and he promised me to get a answer the next day (last thursday). Today (again one week later) still no response..

I tried to call them but now the are not reacable due to technical issues. What a shame.....

[Sankotronic 2,251]

I can't find EU regulations on servicing duration, but I remember that there are some rules for long servicing periods where user has right to get replacement or refund if servicing lasts longer than some weeks etc. I just know that EU was changing those rules to encourage EU citizens to rather service faulty appliances that replacing them with new ones. Maybe somebody here on forum knows more about that?

 

Anyway, @emielw , was your HC3 under the legal guarantee when you send it for repair to Fibaro service?

 

[emielw 2]

16 minutes ago, Sankotronic said:

I can't find EU regulations on servicing duration, but I remember that there are some rules for long servicing periods where user has right to get replacement or refund if servicing lasts longer than some weeks etc. I just know that EU was changing those rules to encourage EU citizens to rather service faulty appliances that replacing them with new ones. Maybe somebody here on forum knows more about that?

 

Anyway, @emielw , was your HC3 under the legal guarantee when you send it for repair to Fibaro service?

 

outside guaranteed period

[emielw 2]

Update: 

 

I did get contact with Fibaro last week. The guy at support told me that Fibaro is sending me the device on friday last week. I'am happily surprised because I did receive a Track and Trace. Hopelfully it will arive soon. 

The strange thing is. They didn't charge me any cost. I asked this also to the support guy and he told me that if I didn't receice any mails that the device is repaired for free. 

We will find out in a few days. But the first steps are finally there 🙂

[SmartHomeEddy 901]

Good to hear. It took a lot of time, so no charge would be the right way. 

[ppeterr 205]

4 hours ago, emielw said:

Update: 

 

I did get contact with Fibaro last week. The guy at support told me that Fibaro is sending me the device on friday last week. I'am happily surprised because I did receive a Track and Trace. Hopelfully it will arive soon. 

The strange thing is. They didn't charge me any cost. I asked this also to the support guy and he told me that if I didn't receice any mails that the device is repaired for free. 

We will find out in a few days. But the first steps are finally there 🙂

 

 

Great service in the end  Nice.