Blue Series 2-1 Signal / Routing / Performance Issue Troubleshooting Thread

[Eric_Inovelli]

Alright guys, I am having a hard time keeping up with this thread, while at the same time inputting everyone’s information in our database, so apologies if I miss something again.

@huynh.kong

Once we have filled out the form and sent in all the screenshots needed will we get some kind of notification once our info is vetted and that we are officially on the list for replacements?

Yes, I am manually doing this and I will send out an email afterwards to let you guys know. It’s going to take some time, but I promise I will get to everyone.

@bgreet

For clarification, you want the ieee number and a picture of the qr image for each switch or just a listing of the ieee #'s alone?

I would like a picture of the QR Code and the IEEE number. Honestly, if you just give me a picture of the QR Code on that sticker in the box that shows the EUI number, that’s fine. I just need a way to verify the IEEE number you send over is correct so that we’re not getting claims later on for the same number.

@alabaster3211

Same here, if we get to keep them I’ll actually have enough to replace every switch in my house which would be sick!

Yes, you can certainly keep the defective ones – more than likely if you have a strong mesh, they will work just fine, but at the very least we just want you to have good switches

@magicalbrad

I didn’t get the email. I also didn’t get the shipping update emails, but it didn’t really matter since I could monitor the status here.

I can just use the form posted in this forum, assuming that’s the actual form being used.

If I didn’t get it, there probably are others. Is there any chance you’re just sending these emails to your marketing list, which would only include those who opted in to marketing emails?

Yeah, I will run the list again and see what’s going on. @Courtney_Inovelli – can you help me re-run anyone that’s purchased the Blue Series switches?

@magicalbrad – yes, you can use the form in this thread, sorry for the confusion.

@hydro311

Unfortunately, the INNR binding issue is not fixed – I just re-installed some 04’s and 94:DE’s and updated all of them successfully to the 2.05 firmware on Hubitat (also using latest available HE driver).

All switches have been installed for a couple hours, and one of my 94:DE has binded itself to at least one nearby INNR 224 plug.

Ok, thank you for sharing – we have a 2.07 now, so I will see if we can get that to you. Let’s chat over in the other thread so I can keep these threads straight.

@Justin.K

This is why I think Eric should RMA the switches. Too much talk about “getting extra switches” and “reselling modified ones” He is replacing affected switches. If your switch works well enough that you are confident in reselling it you shouldn’t be getting a replacement. Eric is not giving a free handout for free switches just because. He is going out of his way to replace damaged switches and make a bad situation right.

@wogfun

Well then let him RMA the switches. It sounds like they don’t care for the expense. That being the case, how is it better that all those devices, probably thousands, go in the trash?

Yeah, it does put us in a predicament and while I can’t stop people from repairing/reselling these, I would hope that by receiving a replacement for free, it would discourage this behavior – more of an honor system type thing.

It is a good point that someone who is talented could bring life into an otherwise dead product and I think that if that person can, they need to be completely upfront about the fact that these are refurbished, but yes, it kind of stinks for us when the customer writes in and demands a new product – or even worse, something happens to their house because the switch was tampered with. Worst case scenario, I know, but it does keep me up at night.

To give you some perspective into my paranoia – we had $175k worth of switches stolen from us a couple years ago. There was absolutely nothing we could do to shut them down even when we caught them on Amazon, nothing – no one cared. Well, some of those switches were defective (just manufacturer defective) and the customer wrote into us to get it replaced. Now not only were we out the money that was stolen from us in inventory, but we felt like we had to replace the switch too bc the customer couldn’t return the switch (bc Amazon wouldn’t take it back). Just sucks, but yeah cost of business I suppose.

Truth is, the manufacturer does not want these back as they know they’re defective and it would cost too much to send these back to them and then send them back to us (likely almost the cost of the switch itself), let alone the cost to grab them back from you guys.

I think to mitigate waste, per @grooves12 point, we will offer to take yours back if you don’t want them or don’t want to dispose of them, and we will figure out how to properly dispose of them.

@epow

@Eric_Inovelli there wasn’t an email address input box on the form - will we be receiving confirmation emails as the replacement process progresses? E.g. we received your form, we verified your data, we’re now shipping your replacements.

Yeah, I will be manually inputting these and sending out an email. We don’t have a sweet process that automatically does this for us. I suppose I couldn’t tried to set one up, but I was so caught up in getting this taken care of I didn’t think about it.

@stu1811

I think the plan is have the manufacturer fix the switches and sell as refurbs

No, unfortunately, they do not want these back.

@ash

Another minor question about the form, which order number do we need to put in, the original or the new one on the website? Just a thought I want to make sure gets addressed! I put my original number since that was in my shipping email & therefore the most recent in my inbox, but I’d love some sort of confirmation like others have mentioned to make sure I’m on the list. All 11 of ours are affected (they shipped out in the last batch if people are tracking that too).

Either or is fine. We can cross-reference your name and we have both numbers in our system. Great question!

@gene.hand

Have all the replacement emails gone out? I didn’t get one yet (or the shipping updates). Also noticed my order still shows Unfulfilled after receiving them last week.

2 of my 3 “trial” switches are affected, one is close enough to the coordinator that it works. The other I was able to do the bridge to R1 last night. Not easy but took me way longer to get those plastic mosfet push pins back in place.

Yeah I just used the same email addresses that were pulled prior that I sent out for pre-orders. Looks like some were missing, ugh. I’m having Courtney re-pull everything and hopefully I can figure out why it’s not working. Sorry about the mixup.

@Azrael

@Eric_Inovelli For those that ordered from zwaveproducts and haven’t gotten the email with the replacement form, is the form in this thread the same as the one in the email, and if not do you know when the email will be going to zwaveproducts customers?

I emailed them yesterday to let them know to pass on my email to all their customers, so hopefully they do it within the next day or so. I did get a confirmation from them that they would.

But to answer your question, the form in this thread is the same, correct – feel free to use that one

@grooves12

I appreciate everything you are doing to attempt to make this right. However, I am NOT looking forward to looking up and manually typing in every single IEEE number and then taking pictures of and uploading QR codes for my large order, while somehow managing to keep track of which I have done and which I have not. For reference, I have 4 10-packs (1 of which was purchased from ZWP.) Unfortunately, they are ALL in the affected ranges.

I’ll PM you.

@grooves12

What about typos? How are you verifying that people haven’t just made numbers up?

This is why I was asking for IEEE numbers + QR Codes. I plan on scanning the QR Code to verify the numbers.

@grooves12

What am I supposed to do with the defective switches after replacement? I don’t want to throw them away and/or deal with the hassle that is e-waste recycling. I would prefer to just send them back through a normal RMA process (pre-printed shipping label provided by Inovelli.)

Yup, we can certainly do that. Completely agree.

@grooves12

Have you been provided an estimate of what percentage of switches is affected? It seems like it must be a LOT, because most posts have it in 90%+ of switches being affected for bulk orders.

Yes, around 50% of the first batch were defective.