Sure, it’s not Steffen’s fault - he’s been more than helpful.
My problem is that the fact that this product has twice failed when performing a simple upgrade, requiring a complete reset and reprogramming each time. Now, I’m capable of doing that (even though it’s a huge pain), but most consumers would find that very challenging and most would just give up. Finally, I find the lack of telephone support to be less than satisfactory, particularly as an escalation measure. Each step to find a solution is painfully slow… with even the simplest intervention taking an hours-long exchange of emails… a quick phone call or two with real-time interaction would deal with the issue so much more quickly.
Of course, all of this is in the context of the critical nature of the product. When our Homee is out of action, we cannot operate our outdoor blinds (fortunately Warema insisted that the wind alarm function remain part of their rock-solid operating system, rather than Homee). The support process needs to reflect that degree of criticality. More fundamentally, the Homee system design should have much better resilience than it evidently does. There should be much more fault tolerance, such as automatic backups and restores to previous working order, etc. Otherwise, the product really isn’t for less than sophisticated consumers, and its reputation as a reliable solution, however seductive the multi-platform proposition, will suffer.
By the way, in our case, Steffen has come to the conclusion that the Homee must be faulty. We are taking steps to have it replaced through the dealer. As I said, Steffen has been very helpful in finding a solution (over the weekend!) within the constraints of Homee’s support model.