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Thread: Honeywell Evohome & HW customer service perception

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  1. #1
    Automated Home Sr Member
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    Default Honeywell Evohome & HW customer service perception

    Reading this board, I often reflect on how critical we are of features of EvoHome, and of Honeywell in general. Personally, I am pretty happy with my Evohome, but there is SO much that could be improved. So I had a hunt around and found this:

    https://uk.trustpilot.com/review/hon...hermostats.com

    Now although this is about general HW thermostats, HW should really sit up and take notice - People are not happy.

    Honeywell could use this board to gain access to such a passionate set of expert and basic users with feedback/suggestions etc for product development.

    They need to engage more and listen far more. We all want Evophome to be successful, and HW may be surprised how many people are prepared to contribute to this - All FOC!

  2. #2
    Automated Home Legend paulockenden's Avatar
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    To be fair, some of the things suggested here (e.g. a display of heat demand) HAVE made it into the product (albeit people then complained about how it was done), so we are listened to.

    And also some people here have been selected to beta test new hardware, software, and 3rd party integrations.

    Having said all of that, it's all gone a bit quiet of late.

  3. #3
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    Quote Originally Posted by paulockenden View Post
    Having said all of that, it's all gone a bit quiet of late.
    It ain't half...

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    Quote Originally Posted by paulockenden View Post
    Having said all of that, it's all gone a bit quiet of late.
    I gather the Honeywell split into Resideo has caused a distraction...

  5. #5
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    For the 4.5 years I have used Evohome it has always been so and I have frequently grumbled that Honeywell do not engage with their customers enough. They know our email addresses, it is a simple matter of an email to tell us what is being done and most will not be a big secret. Whilst I am not a beta tester for Evohome, I am for Philips Hue, and the feedback we get from them is very good. There is a forum designated to the products and software and many around the world have become the cheapest test bench a manufacturer could have. The feedback, discussion and suggestions flow and we see Philips integrating suggested changes into the products and software. I would hope that Honeywell’s beta testing forum is of similar quality, but........?

    One would think that in the 21st century, and with the technology to do it, a major manufacturer like Honeywell would want to engage with its customers - indeed also update its aging app!

    They sent us all, well some did not get it, an email to say the server would have issues during February. How nicer it would be if at the outset there was an explanation of what and why.

  6. #6
    Automated Home Legend top brake's Avatar
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    Hello! checking in after a while away

    Now we are Resideo rather than Honeywell but still marketing Honeywell Home branded controls including evohome

    evohome is still very much the flagship product and continues to get updates as required to keep it working with the latest phones and operating systems

    We engage with our pro installer customers on a more regular basis than retail customers as that is our prime route to market - though expert trained installers - so if you need help with installing or upgrades we would recommend contacting one of our 'connected specialists'

    we recently released the 'evohome Essentials Packs' including 6 off the more recent HR91 smart TRVs and we continue to research and benchmark against the competition

    so if you have any suggestions or support requirements please contact our support teams, we would love to hear your feedback
    I work for Resideo, posts are personal and my own views.

  7. #7
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    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.

  8. #8
    Automated Home Legend top brake's Avatar
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    Quote 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.

  9. #9
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    Quote 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?

  10. #10
    Automated Home Legend top brake's Avatar
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    Quote 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.

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