@Pissedoffcustomer, good morning. Thanks for sharing this issue. Wink is restructuring their engineering team after being acquired by Flextronics last fall. We hope they can get the kinks of the Rachio <> Wink integration fixed sooner than later. Perhaps you could use IFTTT as a bridge until they are able to iron out the kinks.
I’m sorry to hear you’re not as excited as we are about our Generation 2 product launch. We apologize for any inconvenience caused. We offered all of our existing users as of 2/1 the option to upgrade their controller as a thank you for their early support.
We’re not offering any exchanges, but many users are having good luck selling their Generation 1 controllers online to recover the cost of the upgrade. The goal of the upgrade program was for users to pass along their Generation 1 controller to a friend or family member and help share water savings. Do you have anyone that might be interested in upgrading their old timer for yours?
In reviewing support calls, I did see your call added yesterday afternoon. Some of our CSRs do work remotely but can always transfer a call to a manager/supervisor upon request. I’ll review your call as they are all recorded. At the moment, our standard policy for discount and exchange requests is to email firstname.lastname@example.org; I believe the CSR you spoke to was simply doing his best to follow the policy and didn’t intend to upset you with his response.
If I’m understanding correctly, you’re upset over 1) the current state of the Wink integration, and 2) that the controller you recently purchased has been updated. Please note, the same software (app) is used on both controllers and Generation 1 will always be supported with future app updates. The controller itself does not limit the app’s functionality. The only differences are hardware related, which include:
Just curious, did you speak with anyone prior to purchasing your controller? Moving forward, what can I do to make things right for you? Let me know how I can help. If you email email@example.com, I will personally handle your request.