When I first got involved with Vera about a year ago now their tech support was, I thought, very good. If you entered a ticket you would get an email reply the next day at the latest; now it takes several days. They had an online chat facility that I was invited to use on several occasion to get very quick resolution to my problem; that seems to be unavailable these days. And problems were actually resolved, they would ether correct an internal problem or tell you exactly what was wrong and what to do to fix it.
Several weeks ago I entered a ticket for a problem I was having trying to get Bridging working and yesterday I finally closed the ticket having given up on it working. It took several days for each cycle between them and me and while the guy working the problem worked it intensely for a day he was unable to resolve it and couldn’t tell me the likelihood of it ever working properly. I was advised at one point that I needed to have all the same Plug ins on BOTH Veras — which seem like it defeats the purpose of load sharing/splitting.
So I gave that up and opened a ticket for the ongoing problem with my Vera that has all the ZWave devices attached, the frequent long, long delays between sensor detection and results, sometimes as much as a minute before a light goes on but normally 15-45 seconds. I freally want them to help me resolve this. When I first installed Vera Lite everything was crisp, get caught by the corner of a motion sensor and bang the light came on. Now sometimes you can enter and leave the room and it still wont’t come on
But it has now been 48 hours and I have not had even the first contact from Tech Support. Far cry from “the olden days”
I suspect the resources are going in to UI7 and support for that, “Old system users” go to the back of the line?
Being new and using UI7, there is not much love here, it still take them days if not over a week to respond back by email. I was hoping with them being out longer, their system would be more mature. I am thinking I will be sending my Vera3 back this week. It is a shame as I have 2 other people using a paid services and were waiting my recommendations on the Vera system. I do know which system I will be using as they will be release a hub soon and I have used their system on a computer using their 30/60 trial. They also really do support INSTEON, Zwave, and other protocols.
Just an update on this matter, it has now been FOUR days and I have yet to have the first contact by Tech Support. i’m beginning to think that GetVera doesn’t love us any longer
I recently (in the last few months) converted completely from X10 to Z-Wave. I ripped everything out, spent a chunk of change and went completely Z-Wave. I opened my first and only ticket on 11/12 after two complete crashes of my Vera3 within a week of each other. I actually called and spoke to someone, sent her the requested log file (which she confirmed receipt). I got a ticket number and she said I would hear back in 24 hours. Five days later and no contact.
I finally decided to abandon X10 because of both reliability and the fact it was basically an abandoned product. I thought I’d made the right choice with my Vera3/Z-Wave but I have to say, I’m not happy at all with my first support experience with MCV.
I’ll say this once again, unless people post their displeasure on social media like the Vera Facebook page, you will not see results. People seem to forget this is a user to user forum and not an official support channel. They don’t care what we say here.
Post your grievance on social media for the world to see (not just users who’ve already been suckered by their marketing promises) and watch how fast they respond.
My biggest issue with posting such things on facebook is that the companies can just delete the comments and ban those people from posting on their page again. I’m not saying that MCV does this but I know plenty that only keep the good comments.
Its sad really. That said, @TC1 is correct. They will never see your complaint here.
I know what you mean. I was not expecting a response from MCV based on my forum posting. I posted so potential customers can see the level of support that MCV’s current users such as myself are receiving.
I suspect that MCV is deluged with support requests since the debut of UI7. It is fraught with problems that exceed MCV’s ability to handle. That should be a heads up to MCV they are moving in the wrong direction with this UI7 release. Can it be fixed? I hope so, but in the meantime MCV’s refusal to support UI5 is a gross mistake they are making now. (See my thread http://forum.micasaverde.com/index.php/topic,28605.0.html)
All is not right with MCV and more people need to make their feelings known on this matter before they will listen to their customers.
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