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 What is the deal with Smarthome Support?
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jeffw_00
Advanced Member

1208 Posts

Posted - 12/31/2020 :  12:45:44 PM  Show Profile  Reply with Quote
I haven't had to call them for a while - tried them several times recently and got "try again later". Today I called, it put me on hold for close to 10 minutes, and then said "try again later" and hung up.

They used to have really good support - any idea what's going on?
/j

Maximo
Starting Member

1 Posts

Posted - 02/15/2021 :  8:21:05 PM  Show Profile  Reply with Quote
quote:
Originally posted by jeffw_00

I haven't had to call them for a while - tried them several times recently and got "try again later". Today I called, it put me on hold for close to 10 minutes, and then said "try again later" and hung up.

They used to have really good support - any idea what's going on?
/j



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Edited by - Maximo on 02/16/2021 7:41:47 PM
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BLH
Advanced Member

6274 Posts

Posted - 02/16/2021 :  03:21:19 AM  Show Profile  Reply with Quote
When Richmond Capital Partners acquired Smartlabs and Smarthome.
Customer Service was one of the changes they made to an outside support company.
So you can't expect the same findings if you are comparing them to the original in house support.
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jeffw_00
Advanced Member

1208 Posts

Posted - 02/16/2021 :  05:16:49 AM  Show Profile  Reply with Quote
Bummer - hadn't heard they sold out - :-(
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BLH
Advanced Member

6274 Posts

Posted - 02/16/2021 :  09:47:26 AM  Show Profile  Reply with Quote
That was back in 2017.
Changes slowly have been happening.
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jeffw_00
Advanced Member

1208 Posts

Posted - 02/16/2021 :  09:51:39 AM  Show Profile  Reply with Quote
yeah - not clear they're for the better - and I have so much invested in Insteon :-(

My biggest issue is that there is no way anymore to get to good customer support. I use Powerhome, so I often have specific questions like "why am I getting this weird Insteon message broadcast from this module". Support has no clue and no escalation :-(
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