I bought a W 100 thermostat from one of those return warehouse places. It has a password on it, so it has been previously installed. I thought it was new. I have no way of knowing what that password is. It has never been connected to my account. Is there a way to reset the thermostat? I cannot find any documentation on it whatsoever other than to swipe down from the top of the screen and hit the settings icon, which then it prompts me to enter the password. Any help would be greatly appreciated
Hi. You’ve already posted in this thread:
And it says right there that you should contact support:
Have you done that?
Yes I did. And they did respond to me. It was several hours later. and I understand there’s a time difference and whatnot, and I’m not going to post what the response was here. I don’t want to violate any rules or anything, but unfortunately so far it has been unsuccessful. There was also talking to a couple people on Reddit about the situation and I understand that I bought it secondhand and it was probably bound to an account and they pointed out that there is no physical reset key due to the possibility of it being installed in a rental, and it was for like landlord protection, and I understand that hopefully there is a way that it can be reset. the fix that support had emailed me doesn’t even seem like it tries to work, and I guess that’s where I’m confused. I sent them a response this morning and am waiting to see what their response is from that.
I’m keeping my fingers crossed. Have you tried contacting the seller or retailer yet? Technically speaking, they’re responsible for this and should be your first point of contact if they sell something like this.
If someone sells you a smartphone with a PIN or password, you can’t just remove it, since it’s intended as theft protection. So the seller has to take responsibility for this and either take the device back or find a solution. Otherwise, the seller isn’t trustworthy.
Sellers are not allowed to sell items that do not function as intended, and if an anti-theft feature is enabled on a device, it cannot be used as intended.
Well, unfortunately, when it comes to that particular company, everything is bought as is. And in a case of the thermostat, you can’t even really power it on and test it to make sure it works until you install it, so you’re kind of out of luck. I mean, I got it cheap enough, but I bought it because I really like the features, so it would be kind of upsetting if I had to uninstall it and basically throw it away because I couldn’t get past it not being able to function properly
Who says that? The retailer? What country are you or the seller from?
Well, the legal situation in the EU is definitely different! If the retailer knew about this and didn’t sell it as a source of replacement parts or as defective, then he’s probably even breaking the law.
Or did the seller mention in the product description that it cannot be used because it is password-protected?
Oh, unfortunately I’m in the US. And after rereading the steps that support had sent me this morning I tried again and as I stated earlier, I don’t know if it is against the rules to post what they had sent me, so I don’t want to violate anything. I tried them again, but in a little bit of a different fashion than exactly what they sent me, and I was able to actually get it to reset the password that was on there and can get into the settings of the device now. So now I’m going to perform a factory reset and actually try to add it to my account, so fingers crossed. Everything goes well, and I will post back here shortly and give an update.
In the US, it varies from state to state. For example, if the seller made an express warranty (e.g., if the item description stated: “Tested and fully functional”), this can contradict a blanket “As Is” disclaimer and legally take precedence.
But if you can solve it with the help of Aqara Support, then it doesn’t really matter.
Well, as promised, I would report back here and everything is good. It reset to factory settings and is as brand new out of the box. Everything is functioning perfect.
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That’s great! I’m glad you were able to resolve the issue with support.
I have one more question: When I read your post, I immediately thought of a negative review on Trustpilot. If that was you, could you please amend your review? I don’t think it’s entirely fair. After all, Aqara isn’t to blame for selling you a locked device. It’s just like how Apple isn’t to blame for someone selling their iPhone with a passcode.
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Oh, it was definitely not me. If it was, I would remove it. I have a lot of Aqara devices in my house and have nothing bad to say about them in the least bit. I love their devices Their response was top-notch, and even though it was not their problem, they still went above and beyond in my opinion to help me fix a problem that was not theirs at all so I will most definitely continue to buy and recommend their products.
Sorry, it was just a guess. Perhaps you could write a review to set the record straight? I thought that person was really unfair! Somehow, that annoyed me. Unfortunately, you can’t comment on it there. You can only write your own reviews.
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In the same situation, any chance you can share how you reset the device?