Hey @jeffmunk – first, very sorry for the issues – you’re right, I’m not sure how they could’ve messed up that badly when the wiring schematic location is shown directly on the sticker they had to peel off. It’s literally in the first sentence.
I try to make it as, “dummy” proof as possible based on a lot of user feedback over the years, but some people never cease to amaze me.
Anyway, I know our manufacturer does test the relays prior to shipping so while not impossible it could’ve come with a messed up relay, it’s very rare. On top of that, if you’re seeing any smoke marks, I would say that it probably happened during the installation or shortly thereafter.
The biggest culprit I’ve seen is in 3-Way (or multi-way) setups where the incorrect schematic was used or someone screwed up the neutral and line.
In fact, this is the reason there is a sticker on the switch to begin with – we noticed a few years ago when we first launched the Gen 2 Red Series that people were blowing up their switches and it finally came down to the fact that they had Gen 1 switches (either ours or Zooz) installed with a, “dumb” switch on the other end and they simply swapped out their Gen 1 with a Gen 2, but didn’t rewire the, “dumb” switch.
Since different logic was used (with Gen 1’s, we used the neutral wire to detect a change, whereas with Gen 2’s, we used the traveler wires) it caused the fuse to pop. The switch would still work, but you could no longer control the load. Exactly what you are experiencing.
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Were the switches in question installed in a 3-Way or was it Single Pole? If it was Single Pole, I’m really not sure what could’ve happened.
It’s a shame the electricians aren’t taking responsibility and are ghosting you – let’s see if we can work something out via a PM.