Vera support - loooong response?

Community Playground General Discussions
1

Usually I was very happy with vera support, both in terms of service and response time.

But recently It is very difficult to get somebody there, and I’m getting replies after a week or even more.

This is not a big trouble for minor issues (like built in Netatmo integration which takes about a month now), but I have some more serious issues now: Since Saturday my system reloads luup every 12-15 minutes, once going even with an error message “Zwave: Failed to load”. It seemed to stabilize last night, but as I found during the “stable” period there were no updates from sensors to the system. Rebboting, sensors work, but luup reloads every 12-15 minutes again…

I requested service support two days ago, but no reply till now… :frowning:

Anybody knows what is happeining at Vera that the responses are taking so long?
Or maybe know how to make the system stable again?

2

At least you are getting a reply. 2 weeks and I am still waiting.

3

Check your spam folder, sometimes replies goes there.

And I don’t know if “any reply” is helpful here, as in beetween my system reloaded over 200 times during last 48 hours. :frowning:
Fortunately it still operates “somehow”, but its functionality is very limited (too much risk that some trigger will be omitted due to reloads, not speaking of waiting minutes most of the time when you want to switch something manually via app).

4

I’ve successfully got them on the phone, sometimes hanging up and calling back every few minutes until I reach someone. The email support can take days and and by then the problem is usually worse because I’ve been trying to fix it myself.

Problem is, the issue you are encountering probably requires the second level of support and what has happened to me is that after spending some time on the phone guy tells me to file a case online and someone else would handle it. Then I get no response for days.

5

I’m outside US, so I never tried to call them directly (I’m not very familiar with VoIP services or other solutions like that). E-mail support was really good till very recently.
I suppose they are overworked for some reason now, but still, I can’t wait with some issues for a week for answer