Support time not acceptable
Hi Zipato,
I’ve been using your products for quite a while and Ithink your product is currently the best on the market.
Besides that, I’ve also many problems with yourproduct. For instance compatibility. One moment everything is working fine, allrules are functional and doing their job. The moment a firmware update isreleased and applied is a typical ‘fingers crossed’ moment. Sometimesrules/devices are not fully functional anymore.
Another compatibility problem is that new hardware isnot compatible fast enough. For instance a Fibaro FGS-223 2x1,5, which is aquite common product. My vendor only sells the V2 module because V1 is out ofstock and not in production anymore. Of course there is a support channel wherewe can report such problems, but with several cases already open, I’ve beenwaiting for many months: “Our development team is already working on it” you say. Support issues may not be open for monthswhile your customers can not turn on the light! Parts om my house are notworking. My family is not able to live more comfortable than without domotica.
I only want to say that,although you really have a good product, please take into account the sideeffects. Currently I’m spending money on finding alternatives, money that I’mwilling to pay for a stable product, let’s say (premium/better) support. Moneythat can be spend on ‘Zipato’ instead of third-party.
I like this idea 
I never experienced support issues. Zipato does always reply very fast and most topics could be solved immediately. In general, the recent progress e.g. New front end on zipatile, Doorbird integration, ... is all great stuff and I fully enjoy using Zipatile. Thx
I never experienced support issues. Zipato does always reply very fast and most topics could be solved immediately. In general, the recent progress e.g. New front end on zipatile, Doorbird integration, ... is all great stuff and I fully enjoy using Zipatile. Thx
Hello Robin,
I think Zipato is best for flexibility and compatilibility, cannot say the same for stability as you mention, some times firmware upgrades make the controllers crazy but they have been slowly improving about that. Sometimes is pretty frustrating I know, your home works perfect with a couple small issues and in order to fix those an upgrade is required and then... you know the story.
My experience with Zipato support is positive overall, most of the time tickets are resolved within a few days, but I also have a few open for a while. One example is the Aeon Labs Power Strip, since I got it I haven't been able to fully use it, I can only control and monitor 4 of the 5 relays on it and support haven't really helped with this. In my opinion they focus based on their goals (such as Amazon Echo, Doorbird, etc.) and second based on how many people ask for the same device, in my case I guess no one else that uses Zipato uses this device also... sometimes posting in this community may help users to get together about the same issues and then Zipato pays attention to them.
I have referred to topics on support tickets and seems they pay more attention to it if they see there is more people with the same issues. Also I have noticed zipato support staff is growing (which is good). If you have PRO licence you are supposed to be entitled to PRO support so they should see PRO user's issues as priority.
Hello Robin,
I think Zipato is best for flexibility and compatilibility, cannot say the same for stability as you mention, some times firmware upgrades make the controllers crazy but they have been slowly improving about that. Sometimes is pretty frustrating I know, your home works perfect with a couple small issues and in order to fix those an upgrade is required and then... you know the story.
My experience with Zipato support is positive overall, most of the time tickets are resolved within a few days, but I also have a few open for a while. One example is the Aeon Labs Power Strip, since I got it I haven't been able to fully use it, I can only control and monitor 4 of the 5 relays on it and support haven't really helped with this. In my opinion they focus based on their goals (such as Amazon Echo, Doorbird, etc.) and second based on how many people ask for the same device, in my case I guess no one else that uses Zipato uses this device also... sometimes posting in this community may help users to get together about the same issues and then Zipato pays attention to them.
I have referred to topics on support tickets and seems they pay more attention to it if they see there is more people with the same issues. Also I have noticed zipato support staff is growing (which is good). If you have PRO licence you are supposed to be entitled to PRO support so they should see PRO user's issues as priority.
Me too, support is generally very good and responsive. I will admit that we are pro licence holders too and get a faster response time as a result. As you do with any vendor. Also support for some devices takes a long time, I know doorbird I have been pushing since September last year, and the Echo voice support since mid last year.
The biggest issue is the Z-wave alliance promoting everything as fully inter operable and usable by any controller. While this is true, it is still up to the manufacturer to fully support a device. Now add that Zipato have multiple protocols, and modules manufacturers are constantly updating/upgrading there devices, this is a lot of work.
Now add to the mix the new S3 security framework that all z-wave products must support..........
Can you tell me what isn't supported in the Fibaro FGS 223? I have installed some of these and they seem to work fine.
Also your vendor might be mistaken, the V1 modules are still being produced due to the fact that they can be power by 12-24v and act as a zero potential relay whilst the V2 do not.
Me too, support is generally very good and responsive. I will admit that we are pro licence holders too and get a faster response time as a result. As you do with any vendor. Also support for some devices takes a long time, I know doorbird I have been pushing since September last year, and the Echo voice support since mid last year.
The biggest issue is the Z-wave alliance promoting everything as fully inter operable and usable by any controller. While this is true, it is still up to the manufacturer to fully support a device. Now add that Zipato have multiple protocols, and modules manufacturers are constantly updating/upgrading there devices, this is a lot of work.
Now add to the mix the new S3 security framework that all z-wave products must support..........
Can you tell me what isn't supported in the Fibaro FGS 223? I have installed some of these and they seem to work fine.
Also your vendor might be mistaken, the V1 modules are still being produced due to the fact that they can be power by 12-24v and act as a zero potential relay whilst the V2 do not.
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