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jeffw_00
Advanced Member

1231 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

6335 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

1231 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

6335 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

1231 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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lilyoyo1
Senior Member

341 Posts

Posted - 03/28/2021 :  5:13:04 PM  Show Profile  Reply with Quote
Powerhome hasnt been supported by insteon in a long time. You may have found help within the company from a rep who used the system themselves but for the most part, most of the old reps would not have been familiar with powerhome anyway.
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jeffw_00
Advanced Member

1231 Posts

Posted - 03/28/2021 :  5:33:32 PM  Show Profile  Reply with Quote
Smarthome never supported Powerhome (although they did try to buy it at one time). My point is that with Powerhome, when I have an issue, I can -see- what's going on at the Insteon level (what messages are being sent between modules, etc). It used to be you could call Smarthome and talk to them at this level and get some suggestions as to what is going on (often it was "oh yeah, that module doesn't really follow protocol properly in that regard, try this). The people I talk to now don't know anything about Insteon.protocols, etc. All they've been trained on is using Smarthome native software or possibly ISY-99.
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