Circle doesn't report usage

[ludom]

Dear,

Since a few days I own a new Home Basic set of Plugwise, Awesome!

But I have a problem with one circle, this circle isn't reporting the current usage and total usage, both values stay on 0,00. No matter what device is connected to it.

I tested a few devices (simple 15 watt lamp, 100 watt consuming Computer, and a mobile Airco (uses way to much )). But by none of them the circle is reporting the usages.

The circle is visible in the Source software and I can switch it On and Off without problems, but no usages.

I tried to remove the circle from the software and re-assign it again, and tried to place the circle closer to the circle+. This didn't help for me, still no usages.

All circles are running the latest FW version (2011-06-27) out of factory and my server is running the latest Source software (2.22). All other 8 circles are working fine! Only one isn't

Is this something that I can fix by myself or should I claim my warranty by Plugwise?

Thanks!

[nico_gh2]

You could try to reset just this circle and see if it behaves better after that. If still not working Ok I think you have to talk to Plugwise.

[ludom]

You could try to reset just this circle and see if it behaves better after that. If still not working Ok I think you have to talk to Plugwise.

Hi Nico, thanks for your reply.

I did reset the circle with success, as described here;
http://www.plugwise.com/nl/idplugtype-f ... lde-vragen

But still no usages visable. I send Plugwise a e-mail (helpdesk@plugwise.com) with my problem. I hope they will respond shortly.

Thanks.

[hansieh]

How is it further resolved.
I also recently purchased a plugwise-set but 1 of the 9 circles is not working properly and would not come online.
I have send a mail to the helpdesk with my problem a few days ago.

Actually I'm satisfied with the stuff but the fact that I still have had no response of the helpdesk I find regrettable.

Thanks

[ludom]

How is it further resolved.
I also recently purchased a plugwise-set but 1 of the 9 circles is not working properly and would not come online.
I have send a mail to the helpdesk with my problem a few days ago.

Actually I'm satisfied with the stuff but the fact that I still have had no response of the helpdesk I find regrettable.

Thanks

Hi Hansieh,

I've mailed several times to Plugwise (since I started this topic), after 8/9 days or so they responded for the first time (they are not really fast). Last week I send the module that has problems back to Plugise so they can determine the problem and if possible fix it.

I don't know how long this could take, we will wait

[hansieh]

Hi ludom,
Thanks for your response,
The Sales is much quicker than the helpdesk.
In the meanwhile I received a response from plugwise.
I may send back the defective DOA Circle.
Only I find it a bit regrettable that I must pay 7 euros again because they don't have a free mail Box "antwoordnummer" while the Circle probably disappears in the Recycle Bin .
Oh well I asked for a comment from plugwise.

[Digit]

I have a (almost) 4 year old circle that stopped working.
I think I'm going to open it to see what's inside, just for the fun of it.

[ludom]

Hi ludom,
Thanks for your response,
The Sales is much quicker than the helpdesk.
In the meanwhile I received a response from plugwise.
I may send back the defective DOA Circle.
Only I find it a bit regrettable that I must pay 7 euros again because they don't have a free mail Box "antwoordnummer" while the Circle probably disappears in the Recycle Bin .
Oh well I asked for a comment from plugwise.

Hi Hansieh,

The sales department is definitely quicker, but oh, this is almost everywhere .
Yeah its pity about the extra transfer costs, if we have working modules back its ok i guess.

@digit, nice "sloop" project i was also curious about the contents of the circles.

[ludom]

Hi Hansieh,

Today I received a new Circle from Plugwise! I didn't know anything so it was a surprise when I came home from work .
Since I send my broken Circle I didn't heard anything from Plugwise, no updates about the problem or something.

But after all, they fixed it well (brand new circle that work as it should!). Their service is a bit strange but they solved it well.

[hansieh]

Hi Ludom,

That is nice to hear,
I'm still waiting, I have send the defect Circle more then a week ago.
I also not received any response whatsoever. ;-(
Not even a confirmation about receiving the defect Circle.

I expect a bit more service, certainly when you have a DOA.

[neco]

Hi there, I would love to use my first post for something better but... unfortunately I´ve just received and installed my plugwise kit... and I´m having the same problem; 1 lazy circle

Not the end of the world (I would prefer anyway that all them were fine) but after reading you I´m a bit scared about the plugwise support, sending the circle from Spain won´t be exactly cheap, and be waiting a couple weeks or more to get a new/repaired product that should be ok from the beginning... doesn´t sound so good.

Is there something else to do before to just send it? I tried it in several places, follow the process to reset it, and always the same result; no reports, taking any other and testing it in same place and with same appliance it shows perfectly the current usage, so pretty sure that something is wrong with this one.

[hansieh]

I think the only thing you can do is contact the helpdesk.

I have sent back my faulty circle and I am still waiting for a response.
And so I have still no replacement for my DOA.
Their products are fine, but the support is horrible.

[neco]

I think the only thing you can do is contact the helpdesk.

I have sent back my faulty circle and I am still waiting for a response.
And so I have still no replacement for my DOA.
Their products are fine, but the support is horrible.

Thank you... for the bad News

Yep, you´re right, the product looks great, I would tell that I´m quite happy with it, but support doesn´t look to be at the same level... anyway, I´ll give them the opportunity to solve this before to start blaming. Better to be positive... just 1 circle of 12 broken, not that bad!!!

Do I look silly if I ask what happens when you send your case to the deskhelp? I mean... do they send you a confirmation email or something? I´m asking because I already sent my claim this morning, and after filling the form and explaining my case I clicked in the "send" button and... nothing, the page refreshed and no confirmation, no email, nothing, just a new blank form, so now I´m not sure if it arrived, it didn´t, they just don´t like complains...

Well... let´s be patient, I´ll enjoy my other 11 circles in the meantime...

[hansieh]

I think the only thing you can do is contact the helpdesk.

I have sent back my faulty circle and I am still waiting for a response.
And so I have still no replacement for my DOA.
Their products are fine, but the support is horrible.

Thank you... for the bad News

Yep, you´re right, the product looks great, I would tell that I´m quite happy with it, but support doesn´t look to be at the same level... anyway, I´ll give them the opportunity to solve this before to start blaming. Better to be positive... just 1 circle of 12 broken, not that bad!!!

Do I look silly if I ask what happens when you send your case to the deskhelp? I mean... do they send you a confirmation email or something? I´m asking because I already sent my claim this morning, and after filling the form and explaining my case I clicked in the "send" button and... nothing, the page refreshed and no confirmation, no email, nothing, just a new blank form, so now I´m not sure if it arrived, it didn´t, they just don´t like complains...

Well... let´s be patient, I´ll enjoy my other 11 circles in the meantime...

Hi Neco,

It took a few days before I got a reply after my notification of my failed circle.
My request to just to send a new replacement circle was rejected and I had to send my circle for research.
That is now almost a month ago and I still haven't heard anything. (no response , no confirmation, no email)
That remind me, I will send them a mail to request the status of my Circle.
LOL