[size=12pt]MiCasaVerde Support must get better[/size]
I understand that there is new development that has just come out (ie UI5 and Vera3)
My Vera 2 has had a problem since November 14, I tried to solve the problem on my own. I have not been able to restore a backup, and put in a support ticket on November 23. I just received an email yesterday morning, December 8th.
“I’m sorry for the late reply. I see your Vera unit didn’t report to our servers since you sent us this ticket. Did you change anything inside your home network? Is Vera connected properly to the Internet? Can you give me a status of the lights that are lit on the front of the Vera unit?”
I responded right away and have not heard back. I had asked for someone to call me or at least help via email because I have read on these forums that there is a better restore process that the “Support” (sic) group can do.
Are you in the US? Have you tried called their support number? Can you describe to use what problem you are having with your Vera 2? Maybe we can help you.
I had a UPS test that sent a power spike out that killed my network router. The box was unresponsive, and took a lot of fiddling around to get it reset, and accessing with a netbook on 192.168.81.2 on the second ethernet port. I was then able to access, download, and have the restore function, attempt to recover two separate backups. November 14, and November 13, the last two backups before my router went out, and the Vera 2 got messed up.
Garrett, I appreciate the offer to help, but I am not looking forward to typing a lot via email.
I do appreciate your offer to take your valuable time to try and help me. I really do. (and other forum volunteers too)
I run an online business, and already spend WAY to many hours each day at the keyboard.
If that’s the only way, then so be it, but I am not looking forward to hours of back and forth typing.
The personal message problem is due to being a new forum member with minimal posts, blame random spammers for that convenience. I really think it would be better if serial killers and random gunmen started targeting those who make a business out of spamming us, instead of targeting innocents
I have found MCV’s support to have improved, but there are probably times when they are more slammed than others. Maybe some of their team is out sick, I know it is going around. Replying to your email shouldn’t be taking this long though, so I understand your frustration. I also understand not wanting to sit in front of the PC after a week of doing so.
Vera and Homseer are both going to require quite a bit of keyboard time depending on what you want to do. The forum is a great resource and we all try to watch out for and help each other when possible. So, if you get the opportunity to explain the place you are getting stuck, someone here may have “been there before”, and it usually leads to a faster response, with more ideas just because more people have the chance to hear the issue. Or you can get past the “post minimum” so you can PM AECChalet back.
It’s been awhile since I got the newbie moniker. Never thought twice, but now understand why I could not PM back to thank AECChalet privately.
Will try again to get into the box. It has been that difficult for me to accomplish.
Thanks and let’s hope for a brighter tomorrow. I have a second house, but I can’t see dealing with this level of non-support I have been paying Schlage Link all this time, at least I only have one Vera and not two.
Left another message for support on the phone, this time. MiCasaVera, are you listening ?!!! Contact me.
I have owned my Vera2 since July 2010. Just because I have not posted, and met the stupid PM rule this forum requires.
But here is another post towards that goal right ?!!
I appreciate the outpouring of support from the other members of the forum.
When I can muster the strength to have another go at solving the problem I will post out here on the forums. It’s exceptionally doubtful that MiCaseVerde will ever get their support act together.
I was the first employee of a company that became a 30 Million dollar company in three years (with by then 14 employees) and have worked in technology since building my first computer in 1979. I understand small companies and startups. I also have managed tech support and customer service departments too.
@Vuser, I haven’t had to deal with MiCasaVerde support but I certainly wouldn’t hold my breath waiting for them either! I haven’t had my Vera as long as you (maybe 10 months), however, I have had a great luck with support from forum members. I try to offer help when I can but I’m not on the same level as some of the big hitters in the forum.
My personal opinion is that most home automation products aren’t quite ready for a mass market. They are just not polished enough. I am very happy with my Vera but I expect to have to do some tinkering with it and would be alright with some downtime if it ever came to that.
I’m not trying to say you should be ok with downtime, just that the grass may not be greener on the other side (homeseer, etc). I think any non-custom installed home automation is going to have hiccups. >:(
Anyway, good luck and if you want to stick it out there are lots of other users here willing to help!
Well this discussion has answered my question…forget Vera! I asked a pre-sales question and it took 10 days for a response. I see now that’s the norm
I’ve used HAL2000 but they have spent the past year promising a new release, V5 and have yet to deliver. Looks like for better or worst it’s Homeseer…at least they respond to emails in 24hrs.
The high number of tech/sales emails that we’ve received in the last period and the fact that we lost two experienced team members delayed our answers. We’ve hired new persons, but it will take some time until they’ll get up to speed! We’re planning to double our support stuff so in the future to not pass more than 24 hours until a ticket is answered!
As mentioned in a previous post I actually have setup and managed tech support departments for a computer company, and a customer service department, both with about 12 direct reports.
I am pleased by the previous post from CJ. I am also pleased to report that I had a very competent person finally get in touch and he spent the time necessary to repair my Vera2. He accepted my view that the support time for me was horrible and that they would work on that harder.
This person was able to get me out of trouble. When we started I had a non-functional Eth1 port for some reason. They were able to repair the Eth1 port, restore the devices, recover the scenes and I am very close to being 100% operational again.
I could get in on Eth2 port, but could not restore a backup file properly. I was trying to reflash the nvram just in case that could repair the Eth1 port. Since it never did respond to me at all, even after resetting the Vera2.
I was very frustrated when I posted this thread, and I do very much appreciate the offers of help from so many. I am impressed and will hang out on the boards a little more frequently as time permits. Who knows maybe someday I will be past 25 posts so I can private message people… woo-hooo !!!
A comment on this thread mentioned that Homeseer has issues also. I can attest to that. I have a friend that uses Homeseer, and they too have lots of issues to work through, and they are not any better overall.
Thanks again everyone, and MiCasaVerde we really do want you to succeed and do well.
While I agree that all companies have their fault, and I further agree that MCV and Vera have some really good advantages, I still am unhappy with their communication with users and tech support in general.
I am an engineer for a company that provides IP. I understand that maintaining deliveries and dealing with customers is trying and requires man-power. I experience it everyday.
However, the level of communication that MCV provides is terrible. Just general communication about items.
-Why haven’t they fixed the UPnP bug? I don’t even care so much as to when they fix it, I just want to know the reasons why they are not listening to their users?
-Why didn’t they announce that the upgrade to UI5 is available on the ANNOUNCEMENT forum? For that matter, why haven’t they posted anything on that forum other than the forum upgrade for over a year? Is the forum upgrade more news worthy?
-Why didn’t they post about the floating point bug or even when they made a new version that fixes it? I spent hours debugging the problem only to find out the next day that it wasn’t my plug-ins fault!
-Why are the making posts on Facebook in the comments section instead of the forums? At least make the posts along side?
We are talking about a half an hour of an engineer’s time.
@Vuser, I am happy that you got your problem resolved. And, yes, I agree that MCV Vera is one of the better things going right now. However, it could be something much better with relatively low effort, and that, to me, is the really sad part.
-Why haven't they fixed the UPnP bug? I don't even care so much as to when they fix it, I just want to know the reasons why they are not listening to their users?
