HC3 unit service - crazy communication !!!

[petro_cz 31]

A month ago, I sent two HC3 gates for repair. The package was delivered, but since then I have not received any information, no one has communicated with me. I created a ticket and after two weeks I received a reply asking if I had written to [email protected]. I did, but I did not receive any response. Today I tried again, asked for delivery confirmation, and was surprised to find that the address does not exist and the shipment cannot be delivered! Is Fibaro/Nice making fun of me? I am very angry. This kind of attitude is unacceptable! Is there anyone who can help me? I also called the hotline in Poland and they told me I would receive an email, but again, nothing came.

 

 

[A.Socha 133]

I apologize for the problems. In August, service times always increase due to vacations. Please send me the serial number of the hub and I will ask the service department what stage of repair your hub is at and whether they have sent you an email.

[petro_cz 31]

hc3-00006004, HC3-0003792

Thank you

[petro_cz 31]

On 9/8/2025 at 2:20 PM, A.Socha said:

I apologize for the problems. In August, service times always increase due to vacations. Please send me the serial number of the hub and I will ask the service department what stage of repair your hub is at and whether they have sent you an email.

Hello, I'm very sorry, but I still haven't received any information about my order. Thank you.

[Moroxiken 1]

This is exactly what has happened to me and I note @A.Socha is linked into this thread. My HC3 failed during the first month of use, with a blue light on the front panel and the web page showing a continuous "repair" loop.
Contacting support I received no response at all. I contacted by phone the second week and was told that the problem had not been allocated to anybody to reply but it would be.
I then got a message asking me to send the HC3 to Poland, which is complex and expensive to do, but I did.
I never received a confirmation that it had been received but after 2 weeks the ticket #364163 was closed without explanation.
I contacted the support desk by email and was told to contact the service desk instead. I did, four times, over the next two weeks, and have not had an acknowledgement of receipt of either the message, or the HC3.
I was asked to complete a customer satisfaction questionnaire, which I did, including the requested information about why I was dissatisfied, but they haven't responded to that either.
I have no idea what is happening to my HC3.
The only other customer service this bad is trying to see a doctor.
My HC3 details are: 

Serial number:  HC3-00036104

MAC Address     AC:17:02:9B:F9:43
I have great sympathy for @petro_cz and hope he gets his devices sorted out soon

[ivx 4]

Just buy Home Assistant and all works as needed and monthly software updates guaranteed. This week i plugged off my HCL3 and can't be more happy. 

[petro_cz 31]

13 minutes ago, ivx said:

 

I'm already testing it

Edited September 12, 2025 by petro_cz

[ivx 4]

I also junked all z-wave components, now using wifi only. Z-wave devices almost have no software updates, are more expensive, hard to debug issues.

Now using Shelly Wall displays for room light and thermostats, Shelly relays for lights and ventilation fan, Heait wifi6 thermostat for electric floor heating, Shelly temp/humidity sensors for rooms, .... . Integrations support nice. Panasonic Etherea air-air heat pump, Samsung EHS air-water heat pump, Atlantic cozytouch water heater,Nordpool electricity stock, ... all work out of box.

Even Fibaro integration works, i used it to connect all Fibaro devices to Home Assitant while replacing/migrating devices directly(without Fibaro gateway) to Home Assistant.