Which is the best way to get support from Aqara? Just over a week ago, I noticed that the doorbell was no longer ringing on my G410.
After posting on the forum, I raised a ticket through the app - that was a week ago. I received an initial reply requesting more information, and to provide Aqara with remote access to my device, which I did. That was over 5 days ago, and I’ve heard nothing more since, despite sending a follow up email to support 3 days ago.
Right now I have a video doorbell that doesn’t serve its primary function, as a doorbell. I’m open to trying any troubleshooting to help ascertain if it’s a simple fix, or the hardware has gone faulty, but without support engaging with me, I can’t progress. Aqara, this isn’t very good support, and right now has made me put on hold plans to add more Aqara products to my ecosystem.
Not sure why they would be slow to respond like this. I don’t know if their support team spends any time in the forum, but let’s see if we can get you some help - @Caroline_Zzz is there anyone on the support team that can help @neilc_gardner?
In the meantime, did you grant them the remote access through the app? Go to Profile > Message Center > System to approve the request.
Yes, I granted device access on the 18th, when I answered the other questions asked. Since I posted this, I’ve now received an email from support asking for proof of purchase date.
Not sure if any remote diagnostics has taken place during those 5 days.
Hi Neil, we understand how frustrating it can be to wait for a support response, and we’re sorry about your experience.
Your feedback has been shared with the support team, and they are continuously following up to address the issue. Our support team has confirmed that a reply was sent yesterday — please feel free to let us know if you didn’t receive it.
Hi @Caroline_Zzz, yes, as mentioned above, I’ve received a reply requesting proof of purchase, which I immediately provided. I’ve yet to receive any further correspondence about a potential resolution.