Hi Sense Community! I’m Aisha Strauss, part of the Sense Support team. You will also see our trusted Kevin Kranen (User name Kevin1), our Sense volunteer user moderator, who jumps in to help our Sense Community. Visit here to learn more about his amazing background.
I’m here to help keep this space productive and supportive. If you have a question, issue, or believe you’ve found a bug, we ask that you first reach out to Sense Support directly so we can create and track an active ticket in our system. This ensures nothing falls through the cracks and allows us to follow up properly.
If something requires serious attention or escalation, you may contact me directly at Aisha@sense.com.
You have a bunch of people that bought into your vision and have been providing you with a lot of good feedback and insights.
why don’t you go through and read the feedback/requests/complaints that have been posted.
The amount of posts on this forum is far from overwhelming. It wouldn’t take long to get the gist of what people have been asking/expecting from sense.
I don’t think most of us need reminders of community guidelines as much as some of the people at sense need to be reminded that we bought into this and are giving you feedback and requests of new things we like to see and old things we like to see brought back.
I want to clarify a bit of context. We’ve had some internal changes recently, and were asked to share in that moment to help set clearer expectations around where and how customers can get support when they need direct assistance. It wasn’t intended to dismiss feedback or minimize the value of what community members have been sharing.
The Sense community is an important space for users to connect, share how they’re using the app, and surface feedback. That feedback is regularly shared with the relevant internal stakeholders across Product, Engineering, and Support. The goal of the post was less about reiterating guidelines and more about highlighting the best paths to get help when something requires investigation or action on our side.
It does sound like you’ve experienced ongoing frustration with the app based on your comments. If there’s a specific issue you’re encountering, separate from new functionality or design changes, we’d genuinely like to help. Reaching out directly to Support allows us to track, investigate, and respond appropriately, which isn’t always possible through forum threads alone.
We do value the feedback and the investment our customers have made in Sense, and I appreciate you being candid about your experience. Please feel free to email us directly if there’s something you’d like us to take a closer look at.
I read this as…, I and several others on this forum are wasting our time bringing these things up, even if we post in the correct format and direct it to support, because these are functionality and design changes that will not be taken seriously.
It saddens me that the app on the other hand is getting worse, features are being removed, rather than relocated. I’ve said this before, it’s an app, add tabs or sections… make a more technical section available to the people that are interested in that. I’m not even asking the devs to develop more technical things… just bring back the stuff you got rid of. Users have been complaining a lot about this and nothing shows in updates.
The iPad Home Screen is still a disgrace and that should be quite easy to address.
My sense box is working, it’s telling me wattage, it finds a few appliances, it also confuses a bunch of others. There are even more things it is just clueless about, and to be honest, I’m not upset about any of this. These are not things that bother me. My expectations of this product are quite real and I am extremely impressed at what has been accomplished by the sense team.
If I come across a specific issue that I think you guys may consider worthy of looking into or fixing, I’ll be sure to direct my post to a support channel…
This company and product are cooked… The original idea and vision is a shell of what it was, and as per usual in late stage capitalism, all they care about are large partnerships and valuation growth. It’s very clear there’s been a complete reorg and change of direction:
Former long-term employees like James, who actually cared about customers and went above and beyond, were laid off
Then they gambled with a very bad partnership with Schneider Electric that did not work out.
Then they did a half baked redesign of the mobile app, making it much worse than it was, both visually and functionally
Completely abandoned development of the web interface
Then they stopped selling the consumer hardware to focus on utility partnerships and meter integration.
Then they removed the carbon API because they’re too tight to pay for the licensing.
The support ticketing system has been broken for months and just redirects
What else are you going to be taking away from us?
My electric utility is not a Sense partner. I have a smart meter, but it’s not Sense capable. If my hardware dies, I’m SOL. I guess I can get the green Schenider monitor, but they’re a complete joke based on people’s experiences and some closed betas I tested with them.
So you can go right ahead and report back to the new suits that we’re not pleased with this new direction.
Hi Sense Community! I’m Aisha Strauss, part of the Sense Support team. You will also see our trusted Kevin Kranen (User name Kevin1), our Sense volunteer user moderator, who jumps in to help our Sense Community. Visit here to learn more about his amazing background.