Via Phone: 888-778-2733 options 2,1,4
Via User Forum:
Via Chat:
Go to support website area:
You’ll finally get to something somewhat useful.
Even though it won’t get my brick working, I feel like this post has more thought, effort and helpful information in it than Schneider has given me over the past 3 weeks! 
This is nice except support isn’t actually doing anything. Last product I buy with anything cloud related, sense related, or Schneider.
@trevorstuart24 , which Schneider support paths have you tried so far (Phone or Chat ?) and what have you got back ?
I’ve called and emailed about these issues, and while I was told my case would be sent to technical support, I haven’t received any response. It’s clear these problems with the transition were foreseeable, but it feels like little effort was made to prepare or communicate solutions, and support has been unresponsive.
I don’t understand why Sense customers are left to struggle through this, since it’s clear Sense is aware of what’s happening. This forum actually allows discussion and you all respond to support questions, which is far better than the SE forum—where there are barely any posts visible on this topic. It seems unlikely that’s because no one is trying to post there.
This transition feels like a move by SE to force more people into their ecosystem, but in practice it’s just alienating existing customers. It’s hard not to fault Sense, too, since your app and connectivity were working well before. Telling customers to just “reach out to SE support” doesn’t feel like enough, when Sense could potentially work with SE to solve the technical issues or even provide a temporary solution by keeping the old app working until SE’s system is fully functional.
Possible solutions that I hope Sense and SE would consider:
Coordinate a clear migration guide with step-by-step troubleshooting for those moving from the Sense app to SE’s app, including known issues and workarounds.
Provide a temporary way for existing customers to use the old app/cloud, or at least limited access, until SE’s app is stable and feature-complete.
Offer a firmware update or a local access mode for customers who want to avoid cloud dependence, even if it’s just for basic data access.
Increase transparency: Regularly update customers on what’s being done to resolve these problems and what the realistic timelines are.
Consider refunds, credits, or hardware trade-in options for customers whose monitors are currently unusable.
I’d really appreciate some direct acknowledgment of these concerns and a clear explanation of what Sense is able (or not able) to do to help its customers through this situation. If any of the above suggestions are being discussed or possible, please let us know.
@trevorstuart24 ,
Understand where you are coming from, but you’re barking up the wrong tree. I’m just a user like you, but you bought from Schneider and they are the ones responsible for their product. They made what I consider to be an irresponsible business decision for their users, to stop using Sense for product updates and create their own with currently inferior capabilities.
I agree that that the transition might alienate existing customers, but that’s on Schneider and their product decisions and transition (lack of) planning.
Sorry thought you worked with sense since you’re a moderator
@trevorstuart24 , no worries. I’m just a volunteer moderator who has had the Sense product since 2017 and tries to impart my knowledge to help others. Hoping that this “Topic” helps rout Wiser monitor users to the right support resource, since Schneider is entirely responsible now.
