So after 12 days, Cooper Wire Devices customer service contacts me helps restore some of my faith in the Z-Wave economy.
Feb 8th, 2010
If you didn't get this issue resolved yet, please call CWD at
866-853-4293.
Well it may seem obvious, but from a guy who lives much of his life through email, it became crystal clear that I probably should've just called their Tech Support number from the beginning. My bad. I'm actually please that somebody found my email and took the time to respond.
The first phone call to Cooper Wiring Devices customer service number didn't go so well. I could barely understand the person that answered the phone and a few moments after I was 'redirected' I was then hung up on. And no, I didn't eplain my situation or who I was before this treatment.
The second phone call faired much better. I got through to the rep who saw my email and responded and he made me feel better about their product. I was instructed to send in the faulty RF9534 and was patched through to the Product Manager to discuss the Dimmer that wasn't functioning at all as a Z-Wave device but was at least dimming the lights.
A few days later I receive more positive feedback from the Product Manager.
Feb 12, 2010
Unfortunately you have purchased product from a distributor who has been terminated by Cooper Wiring Devices as a reseller for our products. Your written compliant matches others we have received from customers buying from this distributor. From what you state here is what we suspect has happened:
- The product inside the packaging you received was not what was stated on the outside.
- You ordered RF9534-Nxx but from the description of the wiring you received a RF9534xx which does not require a neutral for wiring purposes and only works with Incandescent load and has a 85% maximum output.
- As for the reason the product did not blink upon installation signifies that the product you bought had been purchased previously by another customer and installed.
We stand by our product and our commitment to our customers and apologize for the inconvenience the reseller has caused.
Thank you for your business.
The Product Manager then went on to explain that they would take care of me via a couple of sample devices matching the ones I thought I purchased. Whew, if this all works - Cooper Wiring Devices may come out with the highest ratings Wdibtt has given to date.
Wow, so zwaveproduct . com really hosed me on this one.
UPDATE
Finally, resolve. And I've updated the real product rating for the Cooper RF9534-N.
Website: http://solutions.