After several weeks of getting the runaround from Micasaverde’s tech support I have to air my frustrations to the public…
I initially had my Vera 2 fully operational with plenty of scenes and devices working wonderfully. Life was great.
I decided I wanted to install a security panel and chose the DSC 1832 for the singular reason that there is a plugin available for the Vera. Well when I tried to integrate the panel into Vera all went haywire… every time that i tried to log into my Vera there is a Server Busy message on the upper right hand corner of the screen. I called tech support and they explained that it was an issue with Vera’s compatibility with the Keyspan serial adapter I was using. They assured me that they would be able to fix the code on Vera to get the Keyspan serial adapter to work. Despite this they could not get the Vera to stop displaying the Server Busy message. Along with the message my Vera stopped functioning with absolutely no signal being sent from the unit. Finally after messing with the MIOS interface I was able to delete the device that was screwing up the Vera. Great! I was pumped because the Vera was back in business.
Two days later I get a call from Vera tech support saying that theyve fixed the Keyspan serial adapter issue and wanted access to my Vera so that they could upgrade the firmware. I said fine… next thing I know not only did the “fix” not work but I started getting the Server Busy message again and the Vera was again not functional. This time I couldnt fix the issue myself. Since then (2 weeks) I have received several promised that the fix was hours away but nada. Not even a call back to give me a status update.
I cannot understand how they could be OK with screwing my Vera up and having it not functional for 2 weeks! Shouldnt they offer to send me a replacement unit while they tinker with the fix? What kind of customer service is this?
I would love to get the ear of one of Mi Casa Verde’s execs to talk about this but cannot find any information and cannot get an operator on the line at MCV office. Does anyone know how I could reach a native english speaking person preferably an executive at MCV who I could understand and lodge a complaint with with?
Thanks,
Jack