Have all the replacement emails gone out? I didn’t get one yet (or the shipping updates). Also noticed my order still shows Unfulfilled after receiving them last week.
2 of my 3 “trial” switches are affected, one is close enough to the coordinator that it works. The other I was able to do the bridge to R1 last night. Not easy but took me way longer to get those plastic mosfet push pins back in place.
Appreciate the transparency through all this, bit of a rollercoaster but the working ones are great!
@Eric_Inovelli For those that ordered from zwaveproducts and haven’t gotten the email with the replacement form, is the form in this thread the same as the one in the email, and if not do you know when the email will be going to zwaveproducts customers?
Alright guys, I am having a hard time keeping up with this thread, while at the same time inputting everyone’s information in our database, so apologies if I miss something again.
Yes, I am manually doing this and I will send out an email afterwards to let you guys know. It’s going to take some time, but I promise I will get to everyone.
I would like a picture of the QR Code and the IEEE number. Honestly, if you just give me a picture of the QR Code on that sticker in the box that shows the EUI number, that’s fine. I just need a way to verify the IEEE number you send over is correct so that we’re not getting claims later on for the same number.
Yes, you can certainly keep the defective ones – more than likely if you have a strong mesh, they will work just fine, but at the very least we just want you to have good switches
Yeah, I will run the list again and see what’s going on. @Courtney_Inovelli – can you help me re-run anyone that’s purchased the Blue Series switches?
@magicalbrad – yes, you can use the form in this thread, sorry for the confusion.
Ok, thank you for sharing – we have a 2.07 now, so I will see if we can get that to you. Let’s chat over in the other thread so I can keep these threads straight.
Yeah, it does put us in a predicament and while I can’t stop people from repairing/reselling these, I would hope that by receiving a replacement for free, it would discourage this behavior – more of an honor system type thing.
It is a good point that someone who is talented could bring life into an otherwise dead product and I think that if that person can, they need to be completely upfront about the fact that these are refurbished, but yes, it kind of stinks for us when the customer writes in and demands a new product – or even worse, something happens to their house because the switch was tampered with. Worst case scenario, I know, but it does keep me up at night.
To give you some perspective into my paranoia – we had $175k worth of switches stolen from us a couple years ago. There was absolutely nothing we could do to shut them down even when we caught them on Amazon, nothing – no one cared. Well, some of those switches were defective (just manufacturer defective) and the customer wrote into us to get it replaced. Now not only were we out the money that was stolen from us in inventory, but we felt like we had to replace the switch too bc the customer couldn’t return the switch (bc Amazon wouldn’t take it back). Just sucks, but yeah cost of business I suppose.
Truth is, the manufacturer does not want these back as they know they’re defective and it would cost too much to send these back to them and then send them back to us (likely almost the cost of the switch itself), let alone the cost to grab them back from you guys.
I think to mitigate waste, per @grooves12 point, we will offer to take yours back if you don’t want them or don’t want to dispose of them, and we will figure out how to properly dispose of them.
Yeah, I will be manually inputting these and sending out an email. We don’t have a sweet process that automatically does this for us. I suppose I couldn’t tried to set one up, but I was so caught up in getting this taken care of I didn’t think about it.
No, unfortunately, they do not want these back.
Either or is fine. We can cross-reference your name and we have both numbers in our system. Great question!
Yeah I just used the same email addresses that were pulled prior that I sent out for pre-orders. Looks like some were missing, ugh. I’m having Courtney re-pull everything and hopefully I can figure out why it’s not working. Sorry about the mixup.
I emailed them yesterday to let them know to pass on my email to all their customers, so hopefully they do it within the next day or so. I did get a confirmation from them that they would.
But to answer your question, the form in this thread is the same, correct – feel free to use that one
I’ll PM you.
This is why I was asking for IEEE numbers + QR Codes. I plan on scanning the QR Code to verify the numbers.
Yup, we can certainly do that. Completely agree.
Yes, around 50% of the first batch were defective.
First of all, I wanted to say thank you for going above and beyond for your customers. Speaking as a first time Inovelli customer, and hopefully many of your other customers, this is INSANELY good customer service. You are absolutely going above and beyond and I will have much confidence in coming back and ordering more devices in the future.
While I have 5 or 6 bad switches I was not aware of the defect because I have a strong mesh supporting them. With that said I would greatly appreciate being able to keep the defective switches as opposed to them being recycled since they generally work for me. Perhaps you can have customers agree that by accepting a replacement to not re-sell the old devices, and that you will not warrant or support “RMA’ed” devices after a replacement has been received. Hopefully that would cover you if customers violate that trust.
Also, any chance a screenshot of the IEEE from HomeAssistant would be sufficient substitute for the QR code? I would like to avoid having to take my switch plates off again if I can help it.
To be honest when I first stumbled upon Inovelli and your Blue series I thought they were too good to be true… I was skeptical if they would ship on time, or if it could even do all that it said it did. The switches have exceeded my high expectations. Thank you for your hard work, communication, and customer obsession. You have gained a new loyal customer!
Hi Eric - thanks for the follow-up… After resetting and re-pairing my bind-problem switch late last night, it hasn’t picked up any unsolicited binds since (same with the other 4 Blues, so knock on wood!)
I’ll be happy to try out updated firmware, but I’m in no major hurry or anything like that – I was just relieved that EricM confirmed this morning it was still being actively looked at (I was a bit afraid last night it’d already been checked off the list)
That situation is certainly MUCH improved compared to a week ago, so you guys are definitely making good progress!
I’ll give 2.07 a swing when it hits Hubitat, but no special handling necessary for me – things are stable overall here, so I can live with that.
Is there any ongoing process to see if other EUIs are affected? One of my rare switches not in the affected range happened to be the tester I installed (94:DE:B8), but my LQI seems low. It ranges from 125-160 about two feet line of sight from my controller.
Availability in Z2M always says “disabled” but switch works.
Zigbee channel 11, Wi-Fi channel 11 (shouldn’t overlap). In same closet as my Wi-Fi router but controller is about 3 feet away from router and so is the switch. TubesZB PoE Zigbee controller.
Not sure how/if to troubleshoot since my LQI knowledge is limited, but seems like I should be getting closer to 255 with such close proximity? Not a super congested radio environment as far as I can tell. It only approaches 255 if I hold the antenna of the controller at the front of the switch.
Switch seems to work fine but is in a closet I don’t use much so hard to put it through its paces. Maybe those values are just normal?
94:de:b8 is not affected, can’t speak to what the manufacturer is doing/checking re other IEEE’s though, what hub and how are you measuring LQI for it?
the bad switches the LQI would be much much lower mine don’t get above 100, except a neighbor report to the one in the wall in a double gang box with a good blue right next to it… Also if you have TI CC2652 coordinator the LQI shown may not be accurate as the different radio manufacturers all do different things with it.
Is there a go-to resource where different chip+antenna combos are compared? Would be nice to have a feel for how far off the numbers I see really are. My mesh used to run on Hubitat, which reported 250-255 for everything, even when I knew that must be wrong. Move the same set of devices over to a Sonoff Dongle-P with z2m behind it, and I get what seems like a more realistic representation: farthest, most obscured devices are in the 60s, while nearby routers are 130-160. Still, no idea if those numbers could be improved, since I don’t know the scalings used.
A bit to unpack here… The danger of using a hacked on switch… its a component on the zigbee radio. Call me naïve but I’m pretty sure we’re not playing with fire here, as long as the radio is all we’re messing with. As for my radioshack fat tip soldering iron, I retired it with my radio shack tone dialer sometime in the mid 90’s.
As to whether it is worth trying. This is a big if, but if Inovelli doesn’t RMA them and I’m fairly confident, why wouldn’t I try? I saw some comments basically saying that if I was able to fix the switch then I shouldn’t be asking for replacements. My mind is blown by that sentiment - and I’m starting to feel like I’m chatting in an Apple fan club thread. A big part of home automation, at least for me, is the journey, not the final result. Most of the tasks accomplished in this hobby, while certainly not useless, take far more time to achieve than they’re truly worth. But we do them anyway… because we like to. The satisfaction of taking a few Blue switches that were headed for the trash bin and bringing them to life with my two hands… If you still think this is about saving 50 bucks I don’t know how to explain this any better.
