KonnectedReviews of konnected.io

5718 Old Cheney Hwy, Orlando, Florida

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The Fair Hearing score

4.4/ 5

Great

186 reviews

Konnected4.4Great

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About Konnected

Secure, Smart Home Monitoring Using Any Wired Alarm System. Konnected makes wired alarm systems smart by connecting to home automation platforms like SmartThings, Alexa, Home Assistant, Hubitat & more.

Konnected (konnected.io) has 186 customer reviews on The Fair Hearing, with an average rating of 4.4 out of 5.

Also known as: konnected.io
Website: konnected.io
Category: Home & Garden Services
Location: Orlando, Florida
Listed on The Fair Hearing: 2026

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Oct 7, 2023

Customer Service Failure

I purchased the Connected Pro board, 2 wired interface boards, the battery backup and a 3D printed case for the pro board to keep from putting it in a metal box (killing Wi-Fi). After setting everything up the Wi-Fi was hit and miss at communicating with the access point less than 3 ft away and would only work reliably when connected by ethernet. I contacted their “help” team, who spent hours messaging with varying instructions for rebuilding the firmware and gathering logs. Each time declaring they didn’t see a problem on the logs - but it was still not working. After days of back and forth I requested they exchange the board for another unit as the most obvious issue was a wi-fi module buffer instability or failure. The responses were more demanding and wasted time.   I would advise others to purchase through Amazon rather than directly as I did, where they can utilize Amazon's return and exchange policies. They may have created an innovative solution, but they have a LOT to learn about customer service. - Their support is a total failure.

By Tim

Response from Konnected· Oct 18, 2023

I'm disappointed to see this review, Tim. We're really trying hard and spent a lot of time with you trying to get to the bottom of the issue that you're experiencing. When a customer approaches us with a unique or unknown problem, we make every effort to identify the root cause of the problem. By the nature of this highly technical device, there are many confounding factors including the devices connected to the product, the customer’s network/WiFi characteristics, and the 3rd-party smart home platform (i.e. Home Assistant) that can contribute to actual or perceived technical problems. Our troubleshooting process intends to identify and isolate the actual problem, and in the majority of cases, with appropriate troubleshooting, we can solve problems after a brief technical information exchange. There are certain classes of problems that are already known to us based on our experience supporting this product (and previous iterations) since 2017. The problem that you presented here in this thread is not one of those known potential issues and therefore requires some additional troubleshooting or investigation to identify the root cause – which may or may not be a problem with the device itself. That’s what I’m trying to determine since you offered to send it back for an exchange. Unfortunately, you have not sent back the device for inspection/troubleshooting using the pre-paid label that we've sent you. Instead, you are demanding a free replacement, then accusing us of "failing" customer service when we decline to give in to your demands. Our warranty process is quite generous and clear -- we will replace any product that fails due to a manufacturing defect or other non-inflicted damage within one year -- once we determine that there is, in fact, a defect or failure. You have become frustrated with the troubleshooting process, which is understandable, but have also declined to send us the product so we can troubleshoot it ourselves and replace it if necessary. Unfortunately, that leaves us at an impasse. You are still well within your 1-year warranty period. The USPS return label that we sent you is valid for 365 days. We'll be happy to repair or replace the product shortly after you send back the one with the suspected problem.