Second hardware issue since Kickstarter

[robh5791]

Less than a year after getting my Kickstarter edition Almond+, the original device completely failed and was replaced due to a hardware issue. Now my touchscreen is unresponsive on the replacement and was told since a hardware issue, my option is to basically spend $250 on a new unit since it is outside the 1 year since the original shipment. I get the reason for this, however, based on my experience with the very slow progress on the software side over the past 18 months or so, I may be moving on to another hub to connect to my network. I cannot justify the $250 on a device I know is nowhere near where it should be 18 months after launching. I use an almond 2015 at a different location and have had issues with that not functioning properly and the "support team" keeps marking the cases as closed simply because I cannot recreate the issue while on the phone when I dxplain it is a completely random event. Overall, I do j set stand that a device cannot have a lifetime warranty, but a second device with a hardware issue less than a year in on both does not make me feel up yo spending $250 on another.

I guess this is more and editorial than a question.

[JesseD]

The new TP Link AC1900 with Zwave and ZigBee is coming out

[robh5791]

It looks as though the new Samsung hub supports both zigbee and zwave devices and already has Amazon Echo support for it. I'm still waiting on a response from support on my current device but thanks for the info just in case it goes the way I'm assuming it will with being told I need to buy a new device.

[JesseD]

Oh Samsung makes one.  Wow...Im gonna look at that...thanks for the info

[robh5791]

Just as I thought, after waiting almost two weeks for a response, I was told that I'd have to purchase another Almond+ because the fact that a second Almond+ failed in my presence is my fault and not a result of manufacturing or other issues on Securifi's part. Part of the last email mentioned that all the Kickstarter money was spent. I guess this means that the following statement is null and void.

The initial device lost the ability to connect to sensors within 7 months and immediately after a software update and now a second device, lost the ability to interact through the touchscreen (part of the main functions mentioned in the Kickstarter campaign mind you) after about 7 months as well.

Essentially, I was told I would have to spend $250, the current price on Amazon, in order to continue to use a device that after 18 months after the initial shipment and more than 2 years since the Kickstarter, is still missing some functionality that was touted in the original Kickstarter campaign. I've never, and still am not asking for special treatment for being an initial investor in project, but I mention this stuff to show how much time I have spent with this device and Securifi as a company. I do not understand the last few emails stating that because it's a second replacement, it's my fault the touchscreen no longer works. I'm paraphrasing but it's easy enough to see where they are going with the emails. Also, the mention of the Kickstarter funds being spent I guess means that that is also my fault. I fail to see how two hardware issues are the end users fault when I have had other devices that I carry with me all day every day almost never have hardware issues. This tells me that this end user knows how to handle and electronic device to not cause damage to said device. Again, this is more of an editorial than a question but I'm hoping to get the attention of someone higher up than the tech I'm working with at this point to share my interaction with them. It appears that later this week I will be in the market for a new hub since I need the touch s teen for several functions I am currently trying to figure out but at this point, I'm not sure I should waste any more time on a device I'm being told is my paperweight from this point on.

[SecureComp]

Hardware failures are common enough, sadly, across the industry as is standard industry support of warranty. What you describe is the norm, not the exception.  Warranties typically apply to the original date of purchase and, in my experience, never extended beyond the date of replacement hardware.

Apple is actually much worse, selling extended Apple Care at a premium and then charging a deductible should you actually need to use the Apple Care extended warranty. This is just an example but it makes the point that nothing you have noted is atypical of the industry, in fact, a 100% replacement without additional charges, within a warranty period is a pretty good deal, especially if the replacement hardware is "new" and not "refurbished".

Conflating a simple warranty issue with the successes or failures of the Kickstarter campaign is just piling on information that though perhaps interesting, isn't particularly relevant.

What is curious is your description of events, after a firmware upgrade the A+ lost connections with all sensors. That doesn't sound like a hardware failure necessarily. Did you ship that original unit back? If not, there is a perfectly good touchscreen you can scavenge.

The second unit having a hardware failure, the touchscreen, is unfortunate. Any chance you have brown outs in your area? Was the A+ surge protected and hooked to a battery backup? Was the touchscreen on all the time displaying Weather or Time? You mention carrying many electronic devices without issue, was the A+ a mobile unit for you? If so, some basic soldered connections could be investigated.

Hardware failures suck, that's all there is to it. And any company can't afford to keep replacing units for folks, especially folks that experience multiple failures as generally that is a red flag. No offense intended, just how it is.

The Kickstarter funds reference may have been an attempt to describe some of the issues delaying software development. No one has been happy about that. R83 is good stuff so far but of course we all want more.

FWIW, replacing a touchscreen isn't a big deal. People do it all the time with RaspPi projects. Trick is finding the right one.  Another option is to sell your device(s) "As-is" on the secondary market.

Good luck getting the attention of a higher up looking to work a 3rd piece of hardware in exchange for your original investment.

[robh5791]

SecureComp,
Trust me, I completely understand the fact that they cannot replace devices forever. My purpose here was to more bring up the fact that neither device came close to a year.

The Almond+ Is not a mobile device, I mentioned that because in reading the email chain, it essentially blamed me for hardware issues on a device that literally sits on s desk. All electronics in my home are surge protected and no there are no brown outs that j know of on this area. I did ship the initial device back and it turned out that the update turned on a damaged connection (best way to describe the issue) and the bad connection fried the sensor radio. I cannot remember if it was zigbee or z-wave specifically at this point. My screen was never left on constantly because I always feared leaving it on would cause an issue because of the heat generated by a constantly on lcd screen. The only reason I mentioned the Kickstarter funds or backing the project was more references to odd little things mentioned in that email chain by Securifi support than me bragging or asking for special treatment.

I hope I touched on all your questions and I do appreciate you at least trying to understand it better. I'm at a loss at this point and if all of the functionality mentioned in the original campaign were implemented at this point, I would at least consider the $250 for a replacement. having followed the company and its slow software development process, it's just very difficult to invest more in something that will probably be obsolete sooner than later and especially before someone else surpasses their software developers and then my new Almond+ is a quite pricey paperweight yet again. I wish I had a better experience but I think my point for this thread is more to draw attention to an issue beyond my devices failing after 7 months.

[SecureComp]

Feeling your pain, have been there.

One thing to note, if you use a UPS, for example American Power Conversion, they will replace the device if it is proven that the failure was related to a surge that wasn't protected. As for proof, all I've ever had to do was return the UPS and identify the product involved.

I have had success with this in the past.

Multiple failures, each occurring in less than a 12 month consecutive periods, stinks.

[robh5791]

Just so I know what you mean by a UPS, are you talking about a battery backup system or just a surge protector? All my device are plugged into a surge protector. The Almond+ is actually plugged into another Kickstarter project that I forget the name of but is a surge protector but not a battery backup.

I guess my frustration is the fact that I know that the Almond+ is protected and handled better than most people do their electronic devices and unfortunately for me, people do try to scam companies into replacing devices that they broke through their own negligence. It appears from my correspondence with support who keeps mentioning that if it were the first replacement that it would be easier to replace which tells me I've been lumped in with the scammers which sucks for me. This whole situation, while I do understand the stance, has turned my excitement during the year between the Kickstarter and the device actually being delivered, to concern that giving the company more money will end in the same result as this one has.

FYI, I forgot this in my previous response. You mentioned how Apple charges a fee for replacements even with a warranty and I disagree. My experience with their support has made me more of an apple fan than the devices themselves. I've never been charged a fee after the warranty was bought. The only fee I know of is if the screen is broken which cannot happen unless there is some sort of negligence or carelessness in a large majority of cases. I even saw them replace a phone with a cracked screen while I was in the store for my laptop because the phones battery had expanded from the heat and cracked the screen. That replacement was free of charge. I admit that was most likely a manufacturing issue but still they took the time to look into why the screen had cracked to begin with. I know this is off topic but I wanted to mention it since you had mentioned them specifically in your first post. The support a company gives me as a customer trumps any flaws with the product in most cases if I don't feel as though I've been lumped into the scanner category which unfortunately is the case  with Securifi in my humble opinion. I do understand their stance but they need to also understand mine if I cannot justify the pretty high price tag for a third Almond+ when I know in my head that it was not through any fault of my own that the hardware issues arose. Thanks again for trying to help. I do appreciate any help that may lead to me being able to continue to support Securifi as a brand.

[SecureComp]

I was referring to an Uninterruptible Power Supply or Battery Backup. My experience has lead me to avoid straight Surge Protectors as they typically can be of lower quality, only protecting against major surges and not minor surges. Much prefer to use moderate to high end UPS's that provide line leveling/power conditioning.  Even the smaller units from American Power Conversion that look like a blocky surge protector can offer improved protection over a basic surge protector.

You mention another "Kickstarter" unit being used to protect the A+.  Might be an issue there?  Plenty of electronics based Kickstarter Campaigns have delivered sub-par components in my experience. Usually a quality control issue at the board printing level. It really takes a close eye on production offshore to keep the quality up. Too many houses try to lower quality after passing an initial evaluation and without oversight it causes problems down the line. There are projects that have folded because they were forced to replace an entire delivery series.  Issues like these are handled by standard operating procedures of the experienced manufacturers but are common pitfalls to startup efforts.

As for Apple, glad your experience was positive. I've had many customers, myself included, where that has not at all been the case. Not once has anyone I known been "thrown a bone" of free anything from Apple. Most all have been disappointed and had to pay big bucks for repairs. So much so that now I do screens and glass for friends and family.  The only anecdotal exception I've heard has been related to early iPhone 5's because they can be bent so easily. The new screens are so week, I insist that anyone purchasing an iPhone 6s/+ immediately purchase a tempered glass screen cover and robust case. The same holds true for a certain class of Motorola Gen 1/2 X's.

Again, consider the secondary market for a replacement A+, they are out there and if you find a disgruntled Kickstarter backer, offer them 50% of their original investment, worst that can happen is they say no.

[robh5791]

Thanks again. I actually searched for touch screens to see if I could just replace it since my unit is essentially unusable from a touch interaction standpoint and couldn't find it but I'll look into it further when I have a minute. I've done basic repairs on older devices and even switched the screen in an older iPhone so I doubt it being outside the scope of a DIY if I can find the part. Problem is, the device sense relatively niche so there aren't many of any companies selling after market parts. I'll look into finding someone who wants to part with their because I cannot see myself giving money to Securifi but if I can give it to someone who isn't using theirs, I'd at least consider it. As far as the Kickstarter surge protector, I have the Almond+, my Mac mini, my modem, and a printer powered by it and the Almond is the only device with an issue. I'm not saying it's not the problem but it's unlikely since that set up has been in place since I moved back in July. Prior to that, everything was plugged into a surge protector that at the moment I cannot remember the name, but it wasn't a generic brand or a $10 surge protector either. I think this whole issue has just frustrated me to this point based on the accusatory tone of the last few responses I've received basically implying end user failure rather than the situation itself.

One thing I can take away from this and hopefully you hearing about my Apple experience showed us that every company, and especially each representative of that company, handles situations differently which is why Apple will continue to get my hard earned money while Securifi falls by the wayside for me. Thank you again for the suggestions and advice, I'll definitely look into them for whichever smart hub I end up with in the near future.