Thanks for the link on resetting the system. Haven’t heard from MCV. 5 days and counting. So I’m just going to kill my old Vera and start over with Vera2. No joy in it for me, as this is in my vacation house and it just needs to work as I’m not here to constantly tweak it.
JOD: I totally get the small company issues. I’m currently the CEO of a small company, and have managed and/or worked at 5 software & technology startups over the last 15 years. I live and breathe what the MCV folks do, and can empathize. HOWEVER, it is completely unacceptable to not respond to clients.
You simply cannot “Feature Release” your way to good customer service. You either believe customer service is critical, or you don’t. It’s a cultural thing. Once that culture is set, it’s extremely difficult to change. If they can’t commit to service now, when they need all of the WOM marketing they can get, I despair.
I would have a great deal of respect if they even came out and said, “Hey, we’re toast. We cannot deal with all the support requests. You’ll have to bear with us for now and here is how we are solving for that”
Instead, we get defensive, self-serving posts about how they usually respond in 24 hours/48 hours, or it’s user error, or the newest release, or CEDIA, or the Dongle, or the new UI, or we don’t understand… And it’s crap.
Notice I’m not bashing the technology. I 100% understand that I bought into Vera as an emerging concept with unproven software and a new inexperienced company. That’s not my issue. I’ll arm wrestle with every new gizmo that surfaces. My issue is being treated like an ATM, with not even a response when I have questions/issues.
The irony is that Vera owners can be a great source of future revenues for MCV. The original Beta Testers (myself included) can be persuasive walking sandwich boards for MCV. Just treat the Vera owners like you give a damn about your customers.
Onward, I suppose,
[quote=“JOD, post:9, topic:166599”]I understand your frustration and I understand where MCV is and heading. Here is my 2 cents worth on the matter. They are a small company trying to claw their way forward, they have a small team of programmers / developers and I know they are working very hard.
They know the limitations of the hardware but that’s not something you will see advertised, your problem as well as others I guarantee are being worked on. Yes it is frustrating to wait and the worst part is not knowing that they even received your trouble tickets. I’ve mentioned that to them in the past.
BTW. Has anyone added all 225 devices that Vera is supposed to handle?
Hang in there, they will get to you.
Here is my Z-Wave info.
Version 2.78 L:1
Role Master SIS:YES PRI:YES
Last update N/A
Last dongle backup 14-OCT-2010 2:45
Check this out.