Hello,
Some of the Aqara devices I use in my home were damaged due to unstable electrical current caused by the power distribution company. In other words, the issue did not originate from the devices themselves, but from fluctuations in the electricity supply.
I purchased these devices approximately 2–3 months ago.
Do you think it would be possible to have these products repaired under warranty in this case?
Kind regards,
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Hello, please contact Aqara support.
Theoretically, the company providing the electricity supply should provide compensation if the power grid mismatch was due to their fault.
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Did you have them grounded properly? (What wall plug are you using in our country)? And how do you know it was caused by wrong current from electricity supplier? If the electricity company is sending wrong current all your electric appliances would have been burnt and fuses blown which in that case should be covered by your one
Insurance or the electricity company.
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The electricity distribution company stated that the issue was caused by them and that they could provide compensation. However, they mentioned that they would only cover equivalent products or alternative items with similar functions (possibly at a lower cost). Therefore, I feel that they are deliberately trying to make the process more difficult.
In addition to these devices, my boiler and air purifier were also damaged. They said they would cover the repair costs for those as well. However, as I mentioned, based on their statements and the documents they prepared, I do not find them to be entirely consistent.
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In that case Aqara shouldn’t cover it through their warranty as it’s not a product issue. You have to make the electricity pay for new ones.
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I‘d say the warranty does not cover issues/damage caused by the electricity company.
You still could reach out to Aqara support to be sure but as said by others the electricity company should compensate the damage
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You should check if your home insurance covers the damage. In Turkey (your profile says you’re from Istanbul), many policies include coverage for electronic device damage due to voltage fluctuations. Usually, insurance will reimburse the replacement cost. If you file a claim, your insurer should first settle the loss and then handle the subrogation process to recover the money from the grid operator. This should save you from having to deal directly with the utility company’s legal department and their requirements.
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Thank you very much for this information. I hadn’t thought of that before. Thank you again.
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Hi there, as this issue has already been resolved with our support team via email, we’ll be closing this topic on the forum as well. If you have any further questions or run into any other issues, please feel free to reply directly to our support email. Thanks for your support and understanding!
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