Honeywell Evohome & HW customer service perception

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  • SteveP
    Automated Home Guru
    • Dec 2012
    • 190

    #16
    I have been using Evohome since gen 1 and am on the latest wifi unit. As an interoperability specialist and ex-programmer, I know that this area is a challenge and that programming issues will arise. Whilst I don’t like “bugs” they are to some degree inevitable due to the complex code written and number of variables involved in the environment. However, my main disappointment was that version 1 had the usb port that I understood would allow firmware updates. This didn’t happen and then I moved to version 2 with the gateway and colour screen to get the remote control capability. Again hoping that updates would occur “over the net”. Then version 3 came out and that would support firmware updates so I moved to that. Last year we had a fairly extensive set of updates and I feel it made for a very good product. Yes there are “quirks” but generally the pros outweigh the cons and my house is much more comfy than when I had a single thermostat with trvs everywhere. I love the ability to program individual zone schedules and I use all 12 zones. I love optimisation, I love the ability to control the heating remotely. My family love the ability to turn on the heating in their rooms even when the heating schedule has gone off. So what more could I want? Well yes one of the things users now expect with Apps is continual improvements. We no longer follow the principal “if it aint broke don’t fix it”. We want more goodies. So for me I just would like to know if Evohome will continue to improve and the various excellent suggestions on this site will continue to be taken on board. I also agree that user testing is essential for successful implementation and as this type of product sits in a strange land as it is not a pure Plumbing product and is not a pure Application platform, resources such as this site are essential for both the installer and consumer alike to benefit from.
    It is great to hear from Topbrake as the early days of Ramesis and then Topbrake being engaged daily have sadly passed and been greatly missed. I hope we can again partner via this site and all recognise the collaboration that can continue to deliver a leading edge product in this space.

    Comment

    • top brake
      Automated Home Legend
      • Feb 2015
      • 837

      #17
      Originally posted by paulockenden View Post
      To be fair, your recent posts came across a bit as "we'd rather than to installers than customers, and if customers DO need to talk to us then it's better via other social media channels rather than here". I realise that's putting a slightly skewed perspective on it, but at first glance that seemed to be the gist, which is why some people may have got a bit angsty!

      "it can be again" should give people hope!
      its easy to mis-interpret words Paul, hopefully you remember meeting me and the discussion we had, and engagement i and others have given here in the past?
      you will always find my comments are honest and factual, sometimes that might not be what people would like to hear but ongoing dialogue can reach a position of common understanding :-)
      I work for Resideo, posts are personal and my own views.

      Comment

      • top brake
        Automated Home Legend
        • Feb 2015
        • 837

        #18
        Originally posted by SteveP View Post
        I have been using Evohome since gen 1 and am on the latest wifi unit. As an interoperability specialist and ex-programmer, I know that this area is a challenge and that programming issues will arise. Whilst I don’t like “bugs” they are to some degree inevitable due to the complex code written and number of variables involved in the environment. However, my main disappointment was that version 1 had the usb port that I understood would allow firmware updates. This didn’t happen and then I moved to version 2 with the gateway and colour screen to get the remote control capability. Again hoping that updates would occur “over the net”. Then version 3 came out and that would support firmware updates so I moved to that. Last year we had a fairly extensive set of updates and I feel it made for a very good product. Yes there are “quirks” but generally the pros outweigh the cons and my house is much more comfy than when I had a single thermostat with trvs everywhere. I love the ability to program individual zone schedules and I use all 12 zones. I love optimisation, I love the ability to control the heating remotely. My family love the ability to turn on the heating in their rooms even when the heating schedule has gone off. So what more could I want? Well yes one of the things users now expect with Apps is continual improvements. We no longer follow the principal “if it aint broke don’t fix it”. We want more goodies. So for me I just would like to know if Evohome will continue to improve and the various excellent suggestions on this site will continue to be taken on board. I also agree that user testing is essential for successful implementation and as this type of product sits in a strange land as it is not a pure Plumbing product and is not a pure Application platform, resources such as this site are essential for both the installer and consumer alike to benefit from.
        It is great to hear from Topbrake as the early days of Ramesis and then Topbrake being engaged daily have sadly passed and been greatly missed. I hope we can again partner via this site and all recognise the collaboration that can continue to deliver a leading edge product in this space.
        Thanks for your kind words and feedback Steve, agree that in the age of consumer smart tech regular updates are expected.
        Please bear with us as we get to grips with being an exciting new standalone business; focused on delivering a great user experience in with the complete offering of hardware, firmware, app and ownership experience.
        There are developments being worked on with evohome and we will share details of these when we can. Have a look at this for an insight into the future https://www.resideo.com/about/overview
        I work for Resideo, posts are personal and my own views.

        Comment

        • DorrisMancer
          Automated Home Guru
          • Nov 2017
          • 129

          #19
          I had a large heating and plumbing replacement that was too large for me to tackle - I think it eventually took 60-80 man days. The evohome side did not go well. The original installers eventually called-in some 'connected specialists' at my suggestion, they made two visits and were a total waste of space and time. Eventually I gave-up and tackled the problems myself with help from this group - all were resolved very quickly.

          Comment

          • mtmcgavock
            Automated Home Legend
            • Mar 2017
            • 507

            #20
            We're Honeywell Connected Specialists ourselves, yet at no point have we ever been contacted by Honeywell to test new systems out, or recommend what could be changed etc. And we've installed a good few EvoHome systems with full HR92 valves. There's certainly features and improvements that could be to EvoHome that would make it an excellent system.

            I think the issue is as others have said is that many 'Connected' installers don't know much about Evohome or any other products. As with everything though, there will be good installers and bad installers.

            I think others get blinded by the issues with Evohome too rather than it's many good points. We install a variety of different control system for boilers and I have to say Evohome is one of the best for the end user and comfort/performance.

            Comment

            • dcreager
              Automated Home Jr Member
              • Nov 2014
              • 28

              #21
              Originally posted by top brake View Post
              Have a look at this for an insight into the future https://www.resideo.com/about/overview
              Thanks a lot for taking time to post. Any communication is very welcome. I have looked at that link, is there any content relating to Evohome? A cursory scan didn't turn anything up. Should I look more closely?

              Comment

              • top brake
                Automated Home Legend
                • Feb 2015
                • 837

                #22
                Originally posted by dcreager View Post
                Thanks a lot for taking time to post. Any communication is very welcome. I have looked at that link, is there any content relating to Evohome? A cursory scan didn't turn anything up. Should I look more closely?
                no content relating to evohome in the video, evohome is a uk/ eu specific product
                I work for Resideo, posts are personal and my own views.

                Comment

                • G4RHL
                  Automated Home Legend
                  • Jan 2015
                  • 1580

                  #23
                  Originally posted by dcreager View Post
                  Thanks a lot for taking time to post. Any communication is very welcome. I have looked at that link, is there any content relating to Evohome? A cursory scan didn't turn anything up. Should I look more closely?
                  I had a look at this site, seen it before, but unfortunately at present, it does not tell you much. It seems to be more aspirational. However, it is early days. The Honeywell Home site provides more product detail but it appears it is not for us in the UK. The Getconnected site - https://getconnected.honeywellhome.com/en/ - is more helpful.

                  Comment

                  • jvallis
                    Automated Home Jr Member
                    • Feb 2018
                    • 29

                    #24
                    Good to see you back top brake!

                    I was wondering whether you could direct some of the chaps in Resideo to go through and possibly comment on some of the suggestions in this thread that was started by Rameses.

                    Comment

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