# Broken Homey replacement **URL:** \ **Category:** Questions & Help\ **Created:** [August 18, 2025, 2:08pm UTC](https://community.homey.app/t/broken-homey-replacement/141820 "2025-08-18T14:08:15Z")\ **Posts on this page:** 16\ **Page:** 1
**Author:** ![Bill\_Fulmer](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/bill_fulmer/32/80576_2.png) [@Bill\_Fulmer](https://community.homey.app/u/Bill_Fulmer)\ **Post date:** [August 18, 2025, 2:08pm UTC](https://community.homey.app/t/broken-homey-replacement/141820/1 "2025-08-18T14:08:15Z")
My Homey totally quit on me. I contacted servicing for a replacement. (still under warranty). For 10 days the tech Bas had me doing different procedures to try to bring the unit back to life. Many of the procedures were repeated. He requested video, and then screen shots. I felt like I was to blame that the Homey was not responding. Now I have not heard from Bas for 5 days. This Homey runs all my security cameras, security lights, Doors and fire alarm systems. Its now been 13 days. How do I file a complaint? ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [August 18, 2025, 2:10pm UTC](https://community.homey.app/t/broken-homey-replacement/141820/2 "2025-08-18T14:10:46Z")
> [@Bill\_Fulmer](#): > > How do I file a complaint? The same way you contacted Athom initially. ---
**Author:** ![Bill\_Fulmer](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/bill_fulmer/32/80576_2.png) [@Bill\_Fulmer](https://community.homey.app/u/Bill_Fulmer)\ **Post date:** [August 18, 2025, 2:12pm UTC](https://community.homey.app/t/broken-homey-replacement/141820/3 "2025-08-18T14:12:20Z")
That was done through tech support. I asked them the same question and they referred me to the forum. ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [August 18, 2025, 2:23pm UTC](https://community.homey.app/t/broken-homey-replacement/141820/4 "2025-08-18T14:23:01Z")
This is a community forum, nobody here can help you get a replacement device. ---
**Author:** ![Bill\_Fulmer](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/bill_fulmer/32/80576_2.png) [@Bill\_Fulmer](https://community.homey.app/u/Bill_Fulmer)\ **Post date:** [August 18, 2025, 2:27pm UTC](https://community.homey.app/t/broken-homey-replacement/141820/5 "2025-08-18T14:27:19Z")
Understood. I was hopping for a direction to follow. It appears at this time that the system is a closed system. Who would contact if it were you with this problem? ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [August 18, 2025, 2:29pm UTC](https://community.homey.app/t/broken-homey-replacement/141820/6 "2025-08-18T14:29:45Z")
Probably through [this page](https://support.homey.app/hc/en-us/articles/360015784034-Submitting-a-support-request) (but I assume you went through that already). ---
**Author:** ![Bill\_Fulmer](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/bill_fulmer/32/80576_2.png) [@Bill\_Fulmer](https://community.homey.app/u/Bill_Fulmer)\ **Post date:** [August 18, 2025, 2:45pm UTC](https://community.homey.app/t/broken-homey-replacement/141820/7 "2025-08-18T14:45:21Z")
Never assume, that looks like a good start. Thank you. ---
**Author:** ![JohanP](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/johanp/32/119002_2.png) [@JohanP](https://community.homey.app/u/JohanP)\ **Post date:** [August 19, 2025, 8:51am UTC](https://community.homey.app/t/broken-homey-replacement/141820/8 "2025-08-19T08:51:57Z")
If a device needs replacement, my first thought would be to go back to the shop where I bought it. At least in Holland that’s the one that should help/replace the device. Support from a manufacturer is all well, but not legally the one who has to solve the problem… ---
**Author:** ![Bill\_Fulmer](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/bill_fulmer/32/80576_2.png) [@Bill\_Fulmer](https://community.homey.app/u/Bill_Fulmer)\ **Post date:** [August 20, 2025, 10:57am UTC](https://community.homey.app/t/broken-homey-replacement/141820/9 "2025-08-20T10:57:32Z")
Update, The site took me more directly to tech support. The ticket was reassigned to a new tech who is starting the process over. No option for filling a complaint. It has now been 15 days since this process started. Am I still loving Homey? ---
**Author:** ![Bill\_Fulmer](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/bill_fulmer/32/80576_2.png) [@Bill\_Fulmer](https://community.homey.app/u/Bill_Fulmer)\ **Post date:** [August 20, 2025, 11:02am UTC](https://community.homey.app/t/broken-homey-replacement/141820/10 "2025-08-20T11:02:33Z")
That would be great, however, They are in GMT+2 I am in GMT-6 ---
**Author:** ![JohanP](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/johanp/32/119002_2.png) [@JohanP](https://community.homey.app/u/JohanP)\ **Post date:** [August 21, 2025, 7:45am UTC](https://community.homey.app/t/broken-homey-replacement/141820/11 "2025-08-21T07:45:45Z")
You don’t have to physicaly go back to the shop. Did you order by mail or did you buy it and took it with you to your home ? Apart from shippingcost maybe, tbey still should provide you with a replacement imho.. ---
**Author:** ![B\_Clark](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/b_clark/32/78960_2.png) [@B\_Clark](https://community.homey.app/u/B_Clark)\ **Post date:** [August 21, 2025, 8:08pm UTC](https://community.homey.app/t/broken-homey-replacement/141820/12 "2025-08-21T20:08:12Z")
This seems to be happening more frequently. My Homey Pro quit working at the beginning of the year. It was still under the2 year warranty. I contacted Homey support and went through what sounds like you went through. Nothing worked. After over a month of dealing with that, they said they couldn’t help me technically anymore. When they found out I purchased it through Amazon, they told me I had to contact Amazon. It was way past their return window, but within the 2 year warranty. I have had warranty issues before with other products and the warranty would always need to go through the manufacturer and not the seller. Apparently, that wasn’t the case with Homey and both I and Amazon support were pretty confused about that. I finally got a guy who submitted a return for me and said I would get the full purchase price refunded. After I returned it, they had charged me a restocking fee. But at that point I was so sick and tired of dealing with it for months, I just dropped the issue. I did order another Homey Pro through Amazon and haven’t had any problems with it so far. I have also seen posts on Facebook and other forums saying they are having what sounds like the same issue I had. White ring, constantly rebooting, even when rainbow ring it won’t connect, backups don’t help, etc. It appears there are issues that Athom doesn’t seem to want to address. ---
**Author:** ![Bill\_Fulmer](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/bill_fulmer/32/80576_2.png) [@Bill\_Fulmer](https://community.homey.app/u/Bill_Fulmer)\ **Post date:** [August 21, 2025, 9:50pm UTC](https://community.homey.app/t/broken-homey-replacement/141820/13 "2025-08-21T21:50:40Z")
My first Homey died on July nineteenth, contacted support did all the checks and jumped through the hoops and a new one was sent to me. I had to return the broken unit. New Homey arrived, I started the install, got to the download a backup. Homey lost contact at 27% and never recovered. A new restart never provided a blue ring. The factory reset also failed. The recovery using the USB tool was spiritic. Sometimes it worked only to not download the backup. It appears obvious to me that the software inside the homey has become corrupt. The tech I was working with just stopped responding. I got another. More tests more hoops still no homey. Todays date is August 21, 2025, 35 days without my cameras, security lights most of my automations. So at $400.00 each can anybody afford to have backup on hand to deal with such a problem? Or should we reconsider using homey for a primary system and just consider using it for entertainment purposes only? ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [August 22, 2025, 5:05am UTC](https://community.homey.app/t/broken-homey-replacement/141820/14 "2025-08-22T05:05:01Z")
> [@Bill\_Fulmer](#): > > 35 days without my cameras, security lights most of my automations You could do what I did when a software update bricked my Homey and I had to send it back: move to Home Assistant, and never look back 🤷🏼‍♂️ ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [August 22, 2025, 5:08am UTC](https://community.homey.app/t/broken-homey-replacement/141820/15 "2025-08-22T05:08:42Z")
> [@B\_Clark](#): > > I have had warranty issues before with other products and the warranty would always need to go through the manufacturer and not the seller. Apparently, that wasn’t the case with Homey and both I and Amazon support were pretty confused about that I think there might be fundamental differences between consumer laws in Europe and outside of it. In Europe, the seller, not the manufacturer, is the point of contact in case of issues and warranty claims during the full legal warranty period (2 years). This might be different elsewhere. Since Athom is European, and they have historically sold most of their products in Europe, they may not know what their own liabilities (as manufacturer) are in other countries. ---
**Author:** ![Bill\_Fulmer](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/bill_fulmer/32/80576_2.png) [@Bill\_Fulmer](https://community.homey.app/u/Bill_Fulmer)\ **Post date:** [August 22, 2025, 9:57am UTC](https://community.homey.app/t/broken-homey-replacement/141820/16 "2025-08-22T09:57:00Z")
Well Robert, that is what is happening. I have had a running homeassistant for about 2 years, however, I never pursued it very much. I still had plenty of homey to learn. With this down time I jumped into HA to cover many of my routines. Big learning curve, but life is a learning curve. The unit I started with is a Dell Wyse I bought on ebay for $30.00. After the homey crash the decision was made to upgrade to a HP Elite Desk (2.6 mgh with 16gig of ram, wifi ,5.2 Bluetooth) Runs HA quite nicely. Price for certified rebuild was $110.00, plus dongles. My point is that I have a small unit that runs HA smartly and I have a backup on hand in case of failure. I just can’t afford to purchase a second Homey for $400.00 to have it sit around for an emergency.