Past year my homey stopped working. The adapter was broken. After switching to another adapter I couldnāt access my flows(ofcourse flows running didnāt run anymore).
After i got a RMA form i send Honey towards Athom. I tried to contact Athom 7 times by email. Never ever got an answer.
After some āthirdā help I got Homey back(2 Ā½ week later).
Homey had a new adapter and new software. But still flows are not accessible or work. Same problem as past year.
The only way to get in contact is by email. But after 7 attempts i have given up. No working Homey.
Strange, i also got a good service. Device replacement (I bought a new Homey with one led of the led-ring not working properly) and I get answers quite fast when I email themā¦
I feel this is the downside of start-ups like Athom. You canāt simply call them and explain the situation. You can only keep on trying to email themā¦ I hope Athom helps you like they shouldā¦
Yes, indeed homey support is not available for few weeks now. Possibly they are fully assigned to the development. Whatever it is I find it dangerous as support is really the face of the company toward customers. Neglecting this part of the business is realy to be worried about.
Also have no response on support ticket raised after two weeks. Followed the proper procedure and included the diagnostic report. Yes started to worry now.
Thank you for contacting Athom support, our apologies for the slow answer.
Due to long-term illness and a backlog that we encountered in December last year, we havenāt been able to respond to all emails the way weād like to. Please note we are doing everything we can to improve our response times and of course the health of our colleagues.
In the mean time, your ticket will remain with us, and our goal is to answer your question as soon as possible. It may however take some time before we are able to get back to you.
Iām also waiting for a reply/solution on an issue that Iāve sent in (correctly with diagnostic report and so) over a month agoā¦ Already sent a reply, still no answerā¦
It might not be the case with Athom, but sometimes a support ticket systems moves your message to the back of the stack if you reply to the ticket.
But I agree, itās really hard to get some support directly from Athom. I tried for more than 8 monthās to file a bug in the Mi-light app: Email, this forum, a google form, directly on Github, on the review page of the appā¦ got zero response. Iāve given up, and if I have the time I probably fork the source and fix it myself
I thnink the problem is that they went from Netherlands only to almost whole europe in a couple of months. Now they cant handle all the customer support.
he was doing most of my tickets.
