ComplaintsforHubbell Incorporated

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For few months now light switches made by ******** owned by Hubbell Inc are randomly turning on which is really annoying in the middle of the night especially for our children and very unhealthy as well. We have been trying to e-mail and phone their support to find out that apparently there is only one guy who has a clue what to do named Jeff who is never there or never answers the phone or e-mails to help us. We have randomly reset all of our network over time several times as well as our house breakers but the issues come back. It is not acceptable that they sell product to the consumers without providing any support. We wait in queue for a while to be disconnected, leave the number yet we are never phoned, send e-mail after e-mail. And if we are lucky to get throuhg, this Jeff is not found. We have close to 100 switches by this company and now we are considering to invest thousands of dollars into more stable and better supported product(s). Hubbell should carry cost of this replacement instantly if they are so unprofessional.

  Business response

  07/14/2023

  Hubbell takes customer satisfaction very seriously.  We have escalated all aspects of this product complaint to the highest levels of the corporation.  The Hubbell technical help team has made contact with the complainant and has the information needed to troubleshoot the Hubbell iDevice branded lighting controls installed in his home.  We are committed to resolving the customer’s issue. 

  Best regards,

  Patrick C****

  Director - Commercial/Residential Devices

  Electrical Products Division

  Hubbell Incorporated

  ************

  Customer response

  09/05/2023

  I told them to send me 20 new devices and pay $1,000 for labor of replacing these devices. These devices never had any issues since they were all installed in October 2018 until the April or so of 2023. We have over 100 of their devices give or take few and there are about 20 of them that are constantly going on and off. I want to get 20 new devices from Hubbell, install them with electrician and have Hubbell send me $1,000 for the installation labor and have it all done that way since Hubbell can't fix the issue at all. This is a second complaint against them. They resolved nothing.

  
  

  Business response

  10/12/2023

  Hubbell iDevices brand dimmers and switches have a limited 2-year warranty.  The products in question were used for 4.5 trouble-free years by the customer (stated in attached claim)   

   

  Hubbell takes all customer complaints very seriously.  We make every effort to resolve customer dissatisfaction.  Although the 2-year warranty had expired for these products, the Hubbell Technical Service team, along with iDevices product specialists, dedicated extensive time and effort to solve the customer issues and extend the usable life of the installed Hubbell iDevices products.  These products are wireless lighting controls.  The Hubbell team used software to remotely examine the, signal strength, and router settings for the installed products.  It was determined that a combination of weak signal and router setting changes were at the root of the customer performance issues.  Specific instructions were communicated to Mr. Iliskovic to make changes to the router settings so that the iDevices dimmers and switches would, again, work properly.   

   

  Hubbell is under no obligation to replace these devices as the installed devices are well out of the 2-year warranty period.  It should be noted that the installed product is performing as designed and changes to the router settings would restore proper function.  Hubbell made a good faith effort to resolve Mr. Iliskovic’s issue.  A solution was provided to restore function.  The solution was rejected by Mr. Iliskovic.  Hubbell is under no obligation to send replacement product, or payment as the product was out of warranty by 2.5 years prior to any performance issues.  Hubbell considers this product non-compliance investigation closed.  

   

  **** ** * **** ** *** **************** ****** ******* ********* ********************************************************************************************************************************************************************************************** *

  Please let me know if I can offer any further information to close this claim. 

   

  Thanks, and Best Regards,

   

   

  Patrick C****

  Director, Commercial/Residential Devices

  Electrical Products Division

  Hubbell Electrical Solutions

   

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