I'm having trouble with a Smarthome order...help?

[wolffe]

Long story short, I made an order from SH using a coupon code. After receiving the email order confirmation, the order sat in the ”processing” queue for 4-5 days before I contacted customer service.

 

 

After a 25 minute hold (ok, callback hold, which I'll admit is nice), I was connected with a rep who couldn't find my order, so put me on hold for a few, found the order, then informed me that the coupon code Smarthome sent me wasn't valid, asked me to forward the email I got it from, then told me it was for new customers only.

 

 

Fine,so I have him put the order through without the coupon.

 

 

I get a call a few hours later telling me they are cancelling my order because the refurbished lamp links weren't in stock now...but they were when I placed the initial order. I was informed I could make a new order online, without coupons, for new lamplincs at more than twice the original order price.

 

 

I tried to escalate, but the supervisor was ”unavailible”, and was told to email supervisor@smarthome.com, which I have... politely.

 

 

I'm pissed off for a few reasons:

 

1. The coupon code sent to me worked perfectly fine during the checkout process, and I even received email confirmation with the code on it and a correct price. If the code was invalid, *it shouldn't have made it through the checkout process*.

 

2. No attempt was made to inform me there was a problem with my order. I ordered on the 20th, wrote to customer service on the 25th (no reply), and called on the 26th. *I* had to follow up because of something broken on their system.

 

3. Dealing with customer service at SH is like pulling teeth: they are snarkey, play dumb, and are generally unhelpful.

 

 

Smarthome screwed up, and I'd like them to honor the original sale. This isn't an onerous request.

 

 

Any tips on how to get this resolved?

 

Thanks!

[Brian H]

I have also had long delays in orders lately and some In Stock items go Back Ordered in the delay.

 

I did get a "How are we doing" survey email. Maybe I should have answered the survey but I doubt it would do much good.

If you got one. Maybe you could try it.

 

I feel the Bean Counters have overtaken the older "Customer satisfaction is the most important resource we have" management.

 

Smarthome use to display a Member of the BBB logo on their web site. I have not seen it lately but maybe a complaint to their area BBB may help.

[Teken]

If you link this forum thread to your reply to the CSR at Smarthome it may gain some traction . . . In the big picture I don't believe public shaming should be required for people or companies to do the right thing.

 

But, given how the world is these days - That's what it takes!

[larryllix]

After my fiasco with SH waiting three weeks before shipping and the lack of warranty spport in Canada, I won't touch SH ordering anymore.

 

Even with their sales deals, the prices are still cheaper at aartech.ca in Canada when you consider the exorbitant shipping and handling costs SH adds on.

 

In the end this is what manufacturers want. It expands their distributorship business while gathering attention to their products. It's the bait and switch routine with a twist.

[jtara92101]

If they hadn't cancelled the order, this works:

 

- file a dispute with your credit card

- tell SH you've filed a dispute

- they will say "we can't talk to you any more, since you filed a dispute"

- offer to remove the dispute, if they are willing to make you whole

- they will probably agree

- go round-and-round with them "verifying" that you have removed the dispute

 

But there is nothing here to dispute, given they've cancelled the order.

 

As a practical solution, just get the dirt-cheap starter kits from Costco or Amazon:

 

https://www.amazon.com/INSTEON-Control-Starter-Dimmer-Modules/dp/B01695JNHK

 

Costco is cheaper (I think $30), but I believe in-store only.

 

You might be able to sell the hub on Ebay for a few bucks.

[wolffe]

@jtara92101: thanks! I purchased this, although the lamplincs are ”d” not ”dx” models. seems to work identically, I'll have to curiosity Google the difference.

 

 

@larryllix: thanks! this place looks much better! even the five pack of wall switches is cheaper... even considering SH's borked 20% coupon!

 

 

@Brian H and @Teken: Thanks! I'll be following up with this, considering SH has failed to respond to any communication.

[jtara92101]

@jtara92101: thanks! I purchased this, although the lamplincs are ”d” not ”dx” models. 

 

Never head of a "dx" model. And Internet search turns up nothing.

 

Current model is 2457D2, AFAIK.

 

Are the ones you got D, or D2?

 

I think LampLinc is likely due for a refresh, as the D2 has been available for quite some time now. (Of course, there are version differences.) I speculate that a refresh might be the reason for the discounts - getting rid of old inventory.

[larryllix]

The "dx" is used frequently.

 

The x represents a wild card since nobody knows what they will get from SH orders.

[Brian H]

There is an official 2457D2X part number. From long ago.

I have the quick start manual for it. It is a separate manual from the 2457D2 manuals.

It looks the same as the 2457D2 but is NOT Dual Band. Was power line only.

 

Found the original 2457D2 Full Manual.

It covered both the Dual Band 2457D2 and Single Band 2457D2X

http://cache.insteon.com/pdf/2457D.pdf