Is Fibaro support working atvall?

[Gabor1 3]

Hi guys,

do anyone know, if support is working at all? I posted a request, urgent in terms of heating related problem, and its 3C here at night. The topic was opened for 6 days, then ticket closed without anything happened. No action, no question asked, no ppl assigned. I reopened the ticket, days passed, so far is nothing. I start getting really angry…

[Gonia 5]

15 godzin temu, Gabor1 napisał:

Hi guys,

do anyone know, if support is working at all? I posted a request, urgent in terms of heating related problem, and its 3C here at night. The topic was opened for 6 days, then ticket closed without anything happened. No action, no question asked, no ppl assigned. I reopened the ticket, days passed, so far is nothing. I start getting really angry…

Hi @Gabor1,
I’m really sorry to hear about what happened and that your request hasn’t been handled yet. I understand how frustrating that must be, especially with the heating issue.

Could you please share your ticket number so I can check what’s going on and make sure it gets the right attention?
Once I have the number, I’ll follow up with the support team as soon as possible.

Thanks for your patience!
Best,
Gonia
Fibaro Team

[petro_cz 31]

On 10/30/2025 at 4:36 PM, Gabor1 said:

Hi guys,

do anyone know, if support is working at all? I posted a request, urgent in terms of heating related problem, and its 3C here at night. The topic was opened for 6 days, then ticket closed without anything happened. No action, no question asked, no ppl assigned. I reopened the ticket, days passed, so far is nothing. I start getting really angry…

I am completely calm. I sent two HC3s for repair, and after three months, Fibaro's service is fine, nothing is happening, and now I just hope that my devices will be returned to me someday. They responded to my questions for a while, but now there is silence. They don't care that people actively use this and have built their homes on it! I am seriously considering switching to HA, where you upload a backup to other hardware and keep going! I am absolutely disappointed and frustrated! I suspect that NICE integration comes first, the rest is dead

[SmartHomeEddy 1,005]

Wow, that is seriously bad 😥

[petro_cz 31]

On 11/1/2025 at 5:30 PM, SmartHomeEddy said:

Wow, that is seriously bad 😥

I have no idea what to do, I find it terribly humiliating, it's cold, nothing works, thank goodness I found an old computer at home and installed Home Assistant. It's a complete mess!

[Gabor1 3]

Dear Petro,

I can not agree more...

I have around 100 system (some are big, like really big, some are small) installed. And now, i reach the point i loosing trust on fibaro completly. i have issue, which has over 100 mail with support and back to back support, spoke with the product developer, and its turned out, they actually know about the issue over years now, and the answer is: it is what it is. and i strugling with a huge system with loads of devices, 6 servers continously loosing device connection and so on. there is no solution, or no willling to solve the problem. I have had thinking to actually talk to a lawyer and make a case against Fibaro, i am sure i could easily win... so do not expect a lot about this company anymore...

[Sankotronic 2,370]

Only what I don't like with former Fibaro and now Nice Polska is that they don't give proper developer user guide and installation guide for their system and then ignore users when they ask for help on some things that are related to faulty setup and poorly written code. Most of the problems that I know are caused by either badly done z-wave network or wrongfully made automation even with block scenes.

 

I'm with Fibaro since 2015 and I still have my HC2 controlling my house. I do have one HC3 which was gifted to me few years back by Fibaro with serial number 00000141 and they even installed missing chip one year later free of charge. So, I can't say they do not care. They do care, just in the strange way sometimes since they expect users to know about proper setup of the wireless network and properly developed automation, forgetting that this requires more than one page of instructions for Quick apps and more than one page of instructions for scenes.

 

I had lots of problems at the beginning of my journey with Fibaro, but most of the problems I solved myself. I get book about z-wave and read lots of posts here on forum from other advanced users (gurus) that helped me solve all problems. I had to rebuild my system with more than 100 z-wave devices from scratch two times before I get it to work stable. Also, I had to rewrite my UHAS for HC2 several times because Fibaro introduced some big changes to the HC2 before they published last stable version 4.630. Mostly thanks to the forum gurus and not Fibaro giving instructions for introduction of new system functions.

 

Last proof that they do care about users is introduction of adding to e-mail notifications subject after my request for this. It really doesn't matter if they already planned to add this option, or it is done on my request. So, they listen and they do care, but being bound by profit seeking managers it is not always easy to keep up with users requests.

 

@Gabor1,

I guess you are official installer since you are mentioning some 100 systems? If that is true then what are you complaining about here on forum? As official installer you should have some direct channel to interact with Nice Polska and complaining here can only hurt your business, right? BTW complaining usually does not help anyone since it is missing most important information about what really doesn't work. If took you to install 100 systems and then loose trust in Fibaro, then who is really to blame?  

 

@petro_cz,

What was the real problem with your two HC3? I mean, I send my HC3 that I get for free from Fibaro for them to install missing chip and I get it back in one month time. I agree that sometimes they are not very communicative, so I didn't get notification when they get my HC3, nor get notification when they send it back, but still it was within some normal and expected time. So, are you sure that something else is wrong here, but they forget to inform you about, or you inform them?

 

 

[petro_cz 31]

On 11/24/2025 at 10:40 PM, Sankotronic said:

Only what I don't like with former Fibaro and now Nice Polska is that they don't give proper developer user guide and installation guide for their system and then ignore users when they ask for help on some things that are related to faulty setup and poorly written code. Most of the problems that I know are caused by either badly done z-wave network or wrongfully made automation even with block scenes.

 

I'm with Fibaro since 2015 and I still have my HC2 controlling my house. I do have one HC3 which was gifted to me few years back by Fibaro with serial number 00000141 and they even installed missing chip one year later free of charge. So, I can't say they do not care. They do care, just in the strange way sometimes since they expect users to know about proper setup of the wireless network and properly developed automation, forgetting that this requires more than one page of instructions for Quick apps and more than one page of instructions for scenes.

 

I had lots of problems at the beginning of my journey with Fibaro, but most of the problems I solved myself. I get book about z-wave and read lots of posts here on forum from other advanced users (gurus) that helped me solve all problems. I had to rebuild my system with more than 100 z-wave devices from scratch two times before I get it to work stable. Also, I had to rewrite my UHAS for HC2 several times because Fibaro introduced some big changes to the HC2 before they published last stable version 4.630. Mostly thanks to the forum gurus and not Fibaro giving instructions for introduction of new system functions.

 

Last proof that they do care about users is introduction of adding to e-mail notifications subject after my request for this. It really doesn't matter if they already planned to add this option, or it is done on my request. So, they listen and they do care, but being bound by profit seeking managers it is not always easy to keep up with users requests.

 

@Gabor1,

I guess you are official installer since you are mentioning some 100 systems? If that is true then what are you complaining about here on forum? As official installer you should have some direct channel to interact with Nice Polska and complaining here can only hurt your business, right? BTW complaining usually does not help anyone since it is missing most important information about what really doesn't work. If took you to install 100 systems and then loose trust in Fibaro, then who is really to blame?  

 

@petro_cz,

What was the real problem with your two HC3? I mean, I send my HC3 that I get for free from Fibaro for them to install missing chip and I get it back in one month time. I agree that sometimes they are not very communicative, so I didn't get notification when they get my HC3, nor get notification when they send it back, but still it was within some normal and expected time. So, are you sure that something else is wrong here, but they forget to inform you about, or you inform them?

 

 

The first device did not start up after restarting, and it was not possible to restore the system even through recovery. The second device began to lose its LAN connection and connected via backup Wi-Fi. I sent both devices in August, and now it is November, and I have no information. I called and wrote to them, and they always promised me it would be done within a week, but I never received any confirmation by email that the process was underway or even completed. So we've been without devices for three months, without a solid answer. Is this normal? I say no! If the hardware wasn't specific and irreplaceable, I would put my backup somewhere else, but I have no choice but to wait and hope that it will turn out well somehow.

 

[Sankotronic 2,370]

Hi @petro_cz,

 

That really sounds bad and is not normal. If both devices were under warranty then it is even more wrong. I believe that there is certain period after which service must let you know what is going on with devices and even offer a replacement if devices are not repaired within that period. And for sure that period is shorter than 3 months.

[SmartHomeEddy 1,005]

23 minutes ago, petro_cz said:

Is this normal?

It’s a shame. 
 

@Gonia (Fibaro) promished more than three weeks ago to follow up. No information at all? How can they ask patience for so long? 

[petro_cz 31]

11 hours ago, Sankotronic said:

Hi @petro_cz,

 

That really sounds bad and is not normal. If both devices were under warranty then it is even more wrong. I believe that there is certain period after which service must let you know what is going on with devices and even offer a replacement if devices are not repaired within that period. And for sure that period is shorter than 3 months.

For me, it's a warning sign. Building your home automation on this and knowing that if something goes wrong, you'll be back in the Stone Age for three months is not a good signal for someone who is deciding what to run their house on! Another thing is NICE integration. I see it as a priority for the company, and they don't have time for other things. The Zigbee grave is an example of how to lure people in and then not deliver the service! Who here uses NICE devices? I don't know anyone!!!! Who would like to use Zigbee? Everyone!

 

 

[Sankotronic 2,370]

Well, Fibaro is now part of the NICE, a company from Italy with name that in google gives results for Nice town in France  

 

Also, when I look for Nice products, there is no results from NICE in shops here in Croatia, at least not results that help in making decision to buy.

At first, I was planning to replace my Foscam cameras with Nice ones, but find where to buy was a bit of a problem not to mention price, so at the end I choose Ubiquiti solution and I must say I'm very happy with their networking devices and cameras.

 

So, even if I wanted to buy something from Nice for me seemed too confusing. Maybe it is just me asking google wrong way  

 

Still, I believe that Fibaro must deliver compatibility with Nice products and that is of the highest priority. Zigbee as such is low on the list of priorities, maybe also because NICE Polska (Fibaro) does not offer any devices with that protocol as far as I know.

 

I was really hoping that Fibaro will endure and keep up with the market changes, but now seeing what Nice is doing with this once a great Polish company... I want to cry 😪

 

Looking at Nice z-wave device prices that are double of those devices that still carry Fibaro name... I want to cry even more 😭

Just for example Nice Motion-Control Smart Dimmer cost 81.95€ while Fibaro Motion Sensor Z-wave Multisensor cost 40.95€!!

Don't know why different name for actually same device and will never understand why Nice name cost double the price?

 

If that is the future of our loving Fibaro then I will move on with tear in my eye. 😢

NOTE - tear in the eye because Fibaro in the past did a great job with their gateways and most of the devices. 

 

[fredokl 11]

@SankotronicHere is the link for the Nice group: 

Please login or register to see this link.

[Sankotronic 2,370]

15 minutes ago, fredokl said:

@SankotronicHere is the link for the Nice group: 

Please login or register to see this link.

 

Hi @fredokl and thanks for the link. I know this site and it is nice to get some information, but there is no links from there to some kind of shop or companies that sell and install e.g. gate openers. Until now I manage to find only one seller that only offers Nice remote controller, but not motors that is not far from my living place.

 

BTW same link, but for Croatia has even less possibilities. Just a short info and a form to fill in to ask for more information.

 

[fredokl 11]

Yes, indeed. There are no links to online stores to order equipment, which is a real shame.