Loxone Support level

[smartbusinesstools.be]

I find the Loxone Support level in Belgium below expectation and would want to know if you have similar experiences in other regions, to know if this is just a local exception or a global strategy.

As an example:

• a customer reports a problem to us (Gold Partner): The LED Ceiling Light a smart actuator still fades at 1s when the Lighting Controller parameter Tf is set below 1s. It does not 'jump' when switching moods when set to 0s but still fades at 1s. (A Tf set higher than 1s does work as expected).
• we reproduce this and compare with all other Tree lighting: all lights behave correctly except for the Ceiling Light.
• we create a ticket explaining
• the problem and how to reproduce it
• reported by a customer as a problem
• we reproduced the problem ourselves
• we checked all other Tree lights and that those do behave correctly

Answer from Loxone: U bent momenteel de enige die dit "probleem" meldt. Wij hebben dit ook even intern nagevraagd en getest maar hier zien we eigenlijk geen verschil in.

Translation: You are currently the only one reporting this "problem." We have also checked this internally and tested it, but we actually see no difference

We stopped creating support tickets a while ago because we consistently get a disappointing answer, and once in a while give it another try to see if thing have changed. 

I think this level of support would be considered 'bad' in the UK or in some other regions. Do you have similar experiences or do you think support is better in your region?

[Centauri]

Agreed, I always get. Please contact your partner. Don't no why I still bother. Very disappointing to see that even partners get no support.

[Steven Van Gysel]

Indeed, that is the standard response that I also get.

Although I bought my domotica (KNX and later Loxone) from them before they became the distributor of Loxone in the Benelux.

Op di 23 apr. 2019 om 16:15 schreef Centauri <paulad...@gmail.com>:

Agreed, I always get. Please contact your partner. Don't no why I still bother. Very disappointing to see that even partners get no support.

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[Julián Medrano Silvestre]

Spanish support team have always solved my problems when I've contacted them, specially in last months.
Not only they are very pleased to help me when I have a problem, but also when I ask them to help me with programming.
During the last months, I could truly say that I feel that Loxone and me are a team.

[Arnaud]

I think we can get a clear idea of a country's level of support based on the KB they maintain. 

The English and Spanish KBs are by far the most complete and much more extensive than the others.

Finally, it is necessary to see what problems have been reported, I had the opportunity to solicit Loxone France for rare blocking and important problems, I have always had an acceptable answer.  

[Wouter D'Haeseleer]

I can't agree more,

I have a lot of profound issue which are not tackled using the support.

I'm also a partner (Silver) and it's really hard to get bugs filed agains loxone.

I really which they where a bit pro-active and give me feedback in tickets.

Op dinsdag 23 april 2019 12:09:38 UTC+2 schreef smartbusinesstools.be:

[Ewald Sarneel]

Yes yes yes.. 

I rather not talk about bad services from a company, but this is in most cases out rages.. They treat you like you are a end user. 

No feeling for the commercial need for results or the fact that they are selling an integration module without the will of taking a look at third party components. 

Op dinsdag 23 april 2019 12:09:38 UTC+2 schreef smartbusinesstools.be:

I find the Loxone Support level in Belgium below expectation and would want to know if you have similar experiences in other regions, to know if this is just a local exception or a global strategy.

[Rob Geurts]

Same experience here. 

 

One of the experiences I have had:

Loxone radiator valve air makes an undeniable noise when in operation. It is powered with 24vdc.

Especially at night this is very annoying. Loxone claims it is ultra silence, one of the most silence valves on the market.

I advised them that the valve doesn't need to open/close that fast since a heating system is slow anyway. This would reduce the buzzing noise.

They say: You are the only one with this problem. Your ticket is to funny to take seriously. I assume this is a joke.

You think I can present this as an answer to my customer?

[RSinn]

I'd send a message to the guys in Austria. The UK guys are better than that and even if they don't know the answer they are polite and helpful.

[Pippo74]

I have also been able to replicate the issue you reported of the Tf time, on the Ceiling light Tree, when Tf it's set below 1s.

[Pedro]

Support in Belgium is indeed disappointing.
There is also a lot of employee turnover, which doesn't surprise me...
Very difficult to have a constructive discussion with them.