Hi Viessmann support team, please don't take this message as something against you, the hard working support guys, it's really meant for your management. What I really want, except complaining 🙂 , is the data needed for my OPTO2 to reconnect it to a new wifi. WPA2 key and whatever else is needed. Thanks a lot for your support in advance. The rest is really just venting off, partly, but partly it's a message how customers are perceiving the brand these days. The one which used to be called "The Mercedes of the Heating technology". Believe me, it's not just me. You can just copy/paste this somewhere up the chain. Or not 🙂 No problem 🙂 cheers Marcel 1.) Oops, we forgot to put the sticker with the QR code on some devices. The one we reference in all our user manuals. Still. No update. We know about it, but we won't update the manuals. And we won't as the very first thing create a tool on our web where customer puts the ID or the barcode and gets the data he needs. 2.) No, we don't publish as the very first sentence the updated user manual how can you get the WPA2, for example when customer registers his product. Why should we. Additionally to the tool providing this info from the barc code 3.) We let the community forum to tell everybody that if they want the WPA2, they need to write somewhere an email. The app just says "scan QR" and there is none. It gives you alternative to "manually input the data", but oops, there is only one ID out of the 3 needed fields (all of them btw listed on the sticker above the bar code, but only one provided). So customer is done, has zero chance to setup a new router/wifi, because this is the most difficult task and engineering mastership of the 21st century. Way more difficult than Apollo 11 in 1969. 4.) Result: I have to write some emails to somewhere when I change my wifi. When have you seen something like this in last let's say 10 years? 6.) Your QA failed epically (if there is any), not noticing some sticker is missing, which is the task of the QA. All these ISO QA compliance you are listing, all nice. What happened QA missed this? What did the ISO auditor say you need to do to fix it? Force customer to write to support or some emails? 7.) Can you measure and publish here how much time it takes to a person working working in technology industry to reconnect the Vitoconnect OPTO2 back after changing the wifi/router? A non German speaking person. Step by step. In the year 2025. And why customer can't find this info within 1 to 3 minutes on the web? 8.) Not mentioning the fact the moment you produced W-222 and OPTO2 there was exactly zero reasons to make it dependant on cables and not capable of wifi or at least some proprietary radio or whatever "non-cable" solution. 9.) You have a technical debt of some at least 5 years, and even that is not worth producing clear documentation and/or a knowledge base article allowing people to solve this problem, which obviously a lot of customers have. Business Excellence in the sheer form. People don't need to open support tickets for this kind of topics in 2025 with Chinese vendors, just as an example. 10.) The boiler was one of the most expensive on the market, if not the absolutely most expensive one. The control board failed after one year. I was lucky it failed during the technician maintenance/check and not when I would turn the boiler off and it would have never come back. So far OK. But why is the technician having 9 spare boards in his car for 1 type of boiler for 1 day? Probably something with QA again, I guess.
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