Hi there! I’m new to Aqara and really impressed with its automation capabilities. I even bought my first device during a trip to Singapore.
When I returned to my home country, I discovered that we actually have an accredited local seller here under the Aqara brand name. I reached out to them for help with some app configurations and automation questions, but unfortunately, they declined to assist me because I didn’t purchase the device from their store.
What’s frustrating is that my questions were not about hardware issues or warranty claims, but about features inside the Aqara app, something that should be universal across devices.
This left me confused. Is this how Aqara support generally works? That assistance is limited only to the reseller where the product was purchased? Even if both sellers are accredited and using the Aqara brand?
I was under the impression that support should be consistent across all official distributors, regardless of where the product was bought. Can anyone clarify if this is standard policy or if I just had a bad experience?