SmartHome support - Artificial Intelligence

[larryllix]

I leave this to the reader to evaluate for him/herself.

 

Reads from the bottom to the top,  MS style.

 

Can't blame this one on overseas support for $1 per day.

Subject: Re: Bad 2411T - Order No. 11111111 
From: Smarthome Mailbox <custsvc@smarthome.com> 
Date: 2016.10.29 5:11 PM 
To: larryxxxx@gmail.com

Type your response ABOVE THIS LINE to reply
Larryxxxxx Subject: Bad 2411T - Order No. 1111111111

OCT 29, 2016  |  02:11PM PDT Charlie replied:
Hello Larry,
Thank you for contacting Smarthome. The Insteon Thermostat has no IR capabilities. Did you mean RF?
Sincerely,
Charlie
Charlie Customer Solution Lead Direct: 800-762-7846
------------------------------------------------------------------------------------------

OCT 29, 2016  |  10:43AM PDT Larry replied: 
In that case I have a defective device that needs to be replaced since it doesn't function from it's local button or Insteon command.
It doesn't send out any IR despite the blue led flashing when commanded to do so.
Thanks.
OCT 29, 2016  |  10:39AM PDT
2016.11.01 7:45 AM
Re: Bad 2411T - Order No. 1111111111111
---------------------------------------------------------------------

Charlie replied:
Hello Larry,
Thank you for contacting Smarthome. The Cable wouldn’t be the issue for blinking during Insteon traffic, that is a function of Insteon device to blink of Insteon traffic.
Sincerely,
Charlie
Charlie Customer Solution Lead Direct: 800-762-7846
--------------------------------------------------------------------------------------

OCT 19, 2016  |  07:19PM PDT Original message Larry wrote:
I received a 2411T module from your Labour Day sale recently.
This unit does not seem to function at all.
Symptoms- signals from other remotes memorised and sent to my ISY994i controller OK.
- pressing the side button does not appear to test send the signal from the iR LEDs
- sending the signals from my ISY994i causes the blue LED on the side to flicker but will not operate any of the several devices I have tried.
- viewing any of my remotes via a digital camera viewfinder shows the iR quite well, but nothing is ever seen from the iR LEDs plugged into the bottom.
-factory reset has been done on the 2411T many times and various iR remotes
have been tested to memorise commands. All appear successful.
My conclusion is that the LED cable is defective, since the side blue LED flickers with sending signals.
I would like to get a new cable for further troubleshooting before having to return the whole unit across the border.

Thank you
Please advise

[Brian H]

So you asked if you could get a replacement IR cable. They verify Blink On Traffic and not say if you have to return the whole module and cable.

I suspect you would be asked to return the whole thing. If they had read the message correctly.

 

Now in the SAME thread all of a sudden you are talking about an Insteon Thermostat.

 

Maybe all the seasoned Customer Support employees where replaced by new lower payed newbies or Customer Support robots.

Eventually this may bite them where they sit down.

 

I have seen posts in the Smarthome Forums. Where an Insteon user had a older model SwitchLinc and support told them the module didn't have that feature in it and they didn't know what they where talking about.. As they never got trained on the older modules with different features. Over the presently selling ones. The user promptly when to a different protocol. Z Wave if memory serves me.

[G W]

Larry NEVER mentioned a thermostat. The SmartHome support person thinks the 2411T is a thermostat.

 

B.R.I.A.D.A.

Best regards,

Gary Funk

[larryllix]

Maybe a link to the SH website may help?

[G W]

The thermostat is 2441T

 

B.R.I.A.D.A.

Best regards,

Gary Funk

[larryllix]

Yeah close model number 2441ZTH or 2441TH but you would think the IR comment he made would have woke him up.

[mwester]

Keep in mind the typical client the Smarthome guys have to deal with on the help line... I'm betting that the "IR" vs "RF" confusion is something that actually happens when customers call in.  I sure get that sort of stuff all the time.

 

The difference for me is that I have relatively few customers, so i know the ones that "know their stuff" and can avoid all the "are you sure you plugged it in" sorts of questions.

 

I often wonder if it would make sense for certain companies to offer a "premium" support line for customers who can demonstrate (perhaps by passing some sort of vetting process) that they "have a clue".

[jtara92101]

Insteon has a few bizarre part numbers. They seem to come into play when there are multiple products built in the same packaging and probably with the same circuit board, where the circuit board is just populated with different components or options.

 

They really shouldn't burden their customers and sales/support force with this. It would be better to give products with different functions more clearly different part numbers!

[Dr Pepper]

Its cheaper and easier to throw out defective products then deal with SH Customer Dis-Service.  I threw out everything about 9 years ago as it was so unreliable (a dvice failing almost weekly).  Two years ago I invested several thousand dollars in Insteon again and I have only had a few devices fail.  Tried calling SH No Support Line and gave up waiting after over an hour waiting on hold but that was almost a year ago.

[larryllix]

I have just received an apology,  for misinterpreting the device number, after a bit of a snippy response from me, offering to proceed with the RMA, upon my approval.

 

Seems like a part number confusion based on an over pushed employee. He was listed as the lead.

 

Now I hope this fixes the problem, and it isn't just something I have overlooked or misinterpreted.

[larryllix]

Latest news on my DoA iR transmitter for SH

NOV 10, 2016  |  07:52AM PST
Daniel replied:

Hello Larry,

Thank you for contacting Smarthome.

I am sorry for any confusion, however please note that we do not offer international shipping labels for returns.
International return postage is the responsibility of the end user, we will handle the cost of the replacement unit shipping to you however.

Sincerely,
Daniel
Customer Solution Lead 

Only been since Labour day weekend sale ordered.

 

So  the shipping will cost me more than price of a replacement iR Transmitter from SH. SmartHome would also have to pay taxes and any duties or collection fees incurred for the process.

 

The device looks like a write-off.

Next step? Crack it open and see if the SmartHome artificial intelligence continues to rear it's ugly head.

 

 

I will never buy from SmartHome again.

 

Canadians.

Stick with aartech.ca where they will honour warranty and take responsibility for defective devices, even it they have to supply you a return box with a prepaid label.

[larryllix]

I finally ripped the connector off the iR cable.

 

Yup the iR LEDs were wired incorrectly.

 

I patched another 1/8" jack together with the LEDs correctly the polarity of connections and now the LEDs flash with code sending initiations.

 

SH quality control is a lie. QA at best.

 

Oh, and the 3 week wait I did, after my order on the Labour Day sale, came with the latest production version, SH always ships, is labelled "1444". v1.A, 44th week of 2014.

 

SH must have a time machine and they are really living in the past.

[Teken]

I finally ripped the connector off the iR cable.

 

Yup the iR LEDs were wired incorrectly.

 

I patched another 1/8" jack together with the LEDs correctly the polarity of connections and now the LEDs flash with code sending initiations.

 

SH quality control is a lie. QA at best.

 

Oh, and the 3 week wait I did, after my order on the Labour Day sale, came with the latest production version, SH always ships, is labelled "1444". v1.A, 44th week of 2014.

 

SH must have a time machine and they are really living in the past.

 

Keep in mind the latest version pertains to items that move and sell quickly. The device you purchased is hardly one of the meat and potatoes of the Insteon line up. They sell more light switches and plugin hardware vs that silly IR contraption by tens of thousands vs may be 1 every two months?