Author Topic: Vera Secure, battery issue  (Read 2634 times)

Offline Roots

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Re: Vera Secure, battery issue
« Reply #15 on: January 18, 2018, 09:58:01 am »
Done that....Also emailed with support:
Quote
xxxxxxxyyyyyyy ▾ Senior Customer Care Advocate
Vera Control, Ltd. ▾ Smarter Home Control
www.getvera.comsupport@getvera.com ▾ +1 (866) 966-2272

Latest I have claimed to arrange me replacement for whole unit. ASAP.

This Vera project (new with Vera) has not started  under happy stars, can not buy any 'slave' devices before I'm sure having a functional base in the form of a Home Controller...
Until now, based on this experience, confidence has not increased...hopefully it will turn around some point. 8)

Offline Roots

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Re: Vera Secure, battery issue
« Reply #16 on: January 22, 2018, 09:09:29 am »
Still waiting for response from Vera support for this issue, simple case but lots of days and weeks... :(

Online Don Phillips

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Re: Vera Secure, battery issue
« Reply #17 on: January 22, 2018, 08:32:21 pm »
I hear calling them is very effective.
Vera 3, 1.7.1030, CT101, Everspring motion sensor, GE/Jasco switch, Leviton outlet, AeonLabs sensor, NuTone garage door, Blue Iris, Sricam SP011, iPhone locator, APCUPSD, VeraMate, VeraAlerts, PLEG, House Modes, Countdown Timer, DVR, Virtual/Multi Switch, Weatherunderground, LB60Z-1 bulb, Hue, Alexa

Offline Inzax

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Re: Vera Secure, battery issue
« Reply #18 on: January 22, 2018, 10:39:55 pm »
....also dropping them a line/message on their FB page seems to work well.
Proud Member of the Epic Smite Thread.
VeraSecure; Concord 4 Panel; 6 IP Cameras; Imperiehome; Housemodes; system monitor; DeusexmachinaII; Vera Concierge

Offline florianec

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Re: Vera Secure, battery issue
« Reply #19 on: February 04, 2018, 04:11:29 am »
i face the same problem. Battery slowly drowning. Today at 66%, after reading this topic i thought about a heat problem (there is no ventilation for the battery). For testing i turn verasecure off (sitch under the cover) unplugged the battery and let it cool down. Then plugged it back, fixed the tamper switch and started vera again. Now its charging again. If there is now drowning i consider to make a few ventilation holes in the cover.

Or is this problem related to something else? (btw. is it possible to buy a replacement battery, if its necessary sometimes?)

regards Florian 

Offline Sorin

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Re: Vera Secure, battery issue
« Reply #20 on: February 05, 2018, 08:23:31 am »
Hello Florian,

If you haven't done so already, try to touch base with our Customer Care team and they will guide you from there.
Contact details in my signature.
Sorin M. ▾ Community Manager
Vera Control, Ltd. ▾ Smarter Home Control  ▾ support@getvera.com ▾www.getvera.com ▾ +1 (866) 966-2272

HOURS OF OPERATION for Customer Care Department - 24/7

Offline Jamr

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Re: Vera Secure, battery issue
« Reply #21 on: February 06, 2018, 03:20:35 pm »
Hello Florian,

If you haven't done so already, try to touch base with our Customer Care team and they will guide you from there.
Contact details in my signature.

I noticed you are open at 12 midnight. What are the best hours/days to call to get someone to answer?

Offline Sorin

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Re: Vera Secure, battery issue
« Reply #22 on: February 07, 2018, 07:00:39 am »
@Jamr

Although not yet officially mentioned on-site, we have trials for 24/7, so you can call even outside of these hours as someone should be there. If all agents are busy with other calls, please stay on the line until you are prompted to leave a voice message and you will be called back if you ask for it.
Sorin M. ▾ Community Manager
Vera Control, Ltd. ▾ Smarter Home Control  ▾ support@getvera.com ▾www.getvera.com ▾ +1 (866) 966-2272

HOURS OF OPERATION for Customer Care Department - 24/7

Offline Roots

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Re: Vera Secure, battery issue
« Reply #23 on: February 08, 2018, 01:06:04 am »
i face the same problem. Battery slowly drowning. Today at 66%, after reading this topic i thought about a heat problem (there is no ventilation for the battery). For testing i turn verasecure off (sitch under the cover) unplugged the battery and let it cool down. Then plugged it back, fixed the tamper switch and started vera again. Now its charging again. If there is now drowning i consider to make a few ventilation holes in the cover.

Or is this problem related to something else? (btw. is it possible to buy a replacement battery, if its necessary sometimes?)

regards Florian
Nice to have friends with this thing  ;D

Still waiting replacement bat, takes pretty long deal with it (>1 month  :o) ...hopefully it will be even better due to long delay  ;)

I think also there is insufficient cooling in VeraSecure!

Offline florianec

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Re: Vera Secure, battery issue
« Reply #24 on: February 11, 2018, 05:28:22 pm »
i face the same problem. Battery slowly drowning. Today at 66%, after reading this topic i thought about a heat problem (there is no ventilation for the battery). For testing i turn verasecure off (sitch under the cover) unplugged the battery and let it cool down. Then plugged it back, fixed the tamper switch and started vera again. Now its charging again. If there is now drowning i consider to make a few ventilation holes in the cover.

Or is this problem related to something else? (btw. is it possible to buy a replacement battery, if its necessary sometimes?)

regards Florian
Nice to have friends with this thing  ;D

Still waiting replacement bat, takes pretty long deal with it (>1 month  :o) ...hopefully it will be even better due to long delay  ;)

I think also there is insufficient cooling in VeraSecure!

A sorrow shared is a sorrow halved  :) I found this swedish site https://www.automatiserar.se/allt-om-vera-och-verasecure/
where people discuss the same problem.

hope your battery arrive soon. In the meantime i found a working solution for myself.
I drilled a few (better many as possible, my first try with half of the holes doesn't work) holes in the cover. I attached a picture. I now i may lost my warranty!
I also mounted verasecure in a vertical position and put spacers on the bottom side (so it improves ventilation) - see second picture.

I also switched from a very busy power bar to a single wall socket, i don't know if this can cause problems.

Now i can confirm two successful recharge cycles. It slowly drowns to 91% (really 90%) and then charges back to 100%.


! Thanks also to Sorin M. for offering help and take notice of my problem !

regards Florian

Offline Sorin

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Re: Vera Secure, battery issue
« Reply #25 on: February 12, 2018, 07:21:13 am »
Quite a bit of ingeniosity there  8)

Depending on the location worldwide, some battery replacements are taking longer than we would have wished since it's done through the closest distributor. But everyone having this issue will have it replaced. Just make sure, you have your request registered with our support team.

Thanks, everyone for the patience
Sorin M. ▾ Community Manager
Vera Control, Ltd. ▾ Smarter Home Control  ▾ support@getvera.com ▾www.getvera.com ▾ +1 (866) 966-2272

HOURS OF OPERATION for Customer Care Department - 24/7

Offline ckgan

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Re: Vera Secure, battery issue
« Reply #26 on: October 12, 2018, 01:56:21 pm »
I have a Verasecure that I pre-ordered ,so it was one of the first units that got shipped. 17 months later, my backup battery stopped charging : it is at 0%. I started a support ticket. The answer I got was that it"s out of wauranty, they will not replace my battery. Where can I get a replacement battery for the Verasecure? A $299 machine with a backup battery that lasted only 17 months does not speak well for the product line. A plain 'out of wauranty ' answer also not a good answer to customers that have supported your products for many years. I sure hope someone followup with a better answer than that. There are enough dissatisfied reviews on Amazon, you don't need me to write another one.

Offline Rolling

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Re: Vera Secure, battery issue
« Reply #27 on: October 13, 2018, 04:09:51 am »
Hello,

It happened to me the same battery story with a Vera Secure bought in France last May.
It turned out that the battery was faulty, only vera only gives a guarantee of a year and as in France the 2 year warranty is mandatory, the seller has given an extra year, so 2 years and the battery has been changed.
You are not the only one to have had this proleme.

Offline ckgan

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Re: Vera Secure, battery issue
« Reply #28 on: October 14, 2018, 12:24:33 pm »
Judging from the various posting on other boards on the internet, my battery issue was not uncommon. Mine just happened later in the life of the machine. When you are getting enough requests from customers about the battery issue, wouldn't you feel obligated to replace batteries even if it's beyond the 12 months wauranty period?  Auto makers do it, Apple does it ,too. It's called good faith, and to retain your repeat customers. I've been buying Vera products for the last 6,7 years for my multiple vacation rental properties. If they start having problems few years down the road, I just consider it's time to upgrade and buy a newer controller. But ,for the price of Verasecure at $299 and that it's only been 17 months.....it's very disappointing.

Offline Luopo

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Re: Vera Secure, battery issue
« Reply #29 on: November 05, 2018, 07:50:51 pm »
Wow, mine is at 18 months and now 0% and Vera Control has told me it's out of warranty and will let me know how much a new battery will cost. Lame.