Whats going on with the Vera support desk these days?
I emailed in a support request ticket number (235391) on the 29th of October. Its now the 3rd of November and I never received any response.
Vera Control Ltd support was excellent I couldn’t fault it and they always fixed my serious issues that I was unable to fix myself.
The quality of the support given was one of the main reasons I kept on buying Vera controllers and stayed with Vera as long as I have.
Sadly since Ezlo took over my experience with the support desk has rapidly gone down hill and I am lucky to get any response at all.
They should know when I say its affecting everyone in the community or large numbers and that it needs escalating, I’d expect an even faster response and for it to be escalated.
The last time I contacted support, ticket number (230553) which was escalated, after a problematic Vera Edge firmware update and that issue was wide spread, I got a response 24hrs later. Can we see your SLA’s anywhere?
I personally was left with no devices and scenes all gone and I had to contact the support desk again and was told sorry he had a problem with his computer and was unable to restore a backup after he’d updated the OpenWRT version.
I wasn’t informed of this and wasn’t asked to enable again support access to the box. I was just left to see all my devices and scenes had vanished and me wondering why and I had to chase him up for a reason why.
Must do better.