Fibaro Support SLA and user experience

[gpaskudzki 0]

Hi All,

 

Do anyone know what is SLA of Fibaro Support Team? Do they have any guidelines on response time? I have an issue with HC3 not being able to add any new Zwave devices. I have issued a ticket over a month ago. Last response from Fibaro Team was 16 day ago. I have been sending reminders 4 times now and there is NO reply at all. 

 

Should I expect any reply or is it a typical situation that support ends after purchasing the product???

[TRicky 84]

Hi,

I also have a problem with Support.
I have a second hand HC and the previous owner did a complete reset but forgot to remove the HC from his ID.Fibaro
So I can use the HC only locally.
Unfortunately I don't have the sellers phone number anymore. 
I send Support a request to remove my HC from their database.
Support did sent a acknowledge of my message but thats it, even after a reminder.

Not being able to use my HC via the WWW makes it useless for me!

[Brors94 115]

5 hours ago, gpaskudzki said:

Hi All,

 

Do anyone know what is SLA of Fibaro Support Team? Do they have any guidelines on response time? I have an issue with HC3 not being able to add any new Zwave devices. I have issued a ticket over a month ago. Last response from Fibaro Team was 16 day ago. I have been sending reminders 4 times now and there is NO reply at all. 

 

Should I expect any reply or is it a typical situation that support ends after purchasing the product???

 

If you login on local and go to access, you cant add yourself as a advanced user? 🤔 So you atleast could use the remote control. 

Edit: 
I tested, you have to be added to the fibaro id too to get the remote as you say  So this dosent help you, sry  

 

edit 2: it is actually possible to get remote access this way! I am just blind because it came 2 emails from hc3 😅

 

 

Edited February 20, 2025 by Brors94

[Fabir 73]

@gpscorpion @Brors94 Not sure if it helps. 

Try a DM to m.roszak

Please login or register to see this link.

 he sometimes gives support in the community

Edited February 21, 2025 by Fabir

[Tim__ 126]

I would say that Fibaro support is "best effort". There is no SLA. None of us are paying for a support contract.  Mostly, users rely on the free crowdsourced support available here, but yes some things require Fibaro to log in.  It would be nice if they offered a paid service to fix complicated issues (or even allowed authorised installers to do that).

[SmartHomeEddy 1,005]

And, ofcourse, you can always contact an installer in your country. 

[TRicky 84]

22 hours ago, SmartHomeEddy said:

And, ofcourse, you can always contact an installer in your country. 

Too bad....
I'm a installer myself but I can't remove a previous owner from a hc out of his ID Fibaro

[SmartHomeEddy 1,005]

I know, but that wasn’t the question of @gpaskudzki