These kinds of OEM deals, especially where software and cloud services are involved are always a little tricky. I’m sure Sense went with the deal back in 2018 for a couple of reasons:
To secure funding from a leader in the broader industry. The OEM came along with Series B funding.
To expand the sales channel - the Wiser device got Sense-enabled devices into Lowes and Home Depot.
At the same time, there was always some recognition that Wiser was developing a somewhat differentiated product, especially when they came out with their Square D Energy Center in 2021.
As someone who has done OEM deal I the past, the real driving forces in these splits tend to be elements written into the original contract:
What is the term for the OEM partner to pay maintenance for the app and infrastructure updates ?
What is the term for the OEM partner’s services agreement ?
I think the biggest issue isn’t that they migrated to their own app, it’s that their own app is missing so many features (many of which were advertised when we bought the product).
I quoted part of the original posters message on their forum. It has been edited now to read:
The Green version is same as the Orange Sense version functionality wise. However, the users of the Green version of the monitor would be transitioned to Schneider and specifically the Schneider Home app because the Wiser Energy Monitor is a Schneider Electric product.
Hmm… I guess someone over there is actually reading into the forum posts, or covering their @sses.
Yeah, I find that interesting. I wish @JamesDrew would comment on that statement as well. Does SE know something we don’t and that comment wasn’t intended for public knowledge? As with most things in life, good communication can go a long way.
Hi. Just to comment here. I’m not sure what there is to say on our end that I haven’t already said. I want to be helpful and do not want to be mistaken as defensive.
Schneider chose to go their own way. They have an entire ecosystem of hardware and are incorporating their branded energy monitor to match their functionality within it.
A business decision regarding what Schneider is doing, including the development of their own app, would not be something Sense chooses for them.
I know this is not what some folks like, and for that, I apologize.
As is known, we—Sense—are diversifying and working on other products, specifically putting Sense onto meters. This is a major focus we are rolling out. We are continuing to support monitors users have as well as sell monitors. Some of this may have led to the confusion or statement made.
Therefore, the statement made over on the Schneider message board does not match our current business.
I wasn’t with Sense in 2018 and can’t speak for the exact reasons, but I would generally agree with Kevin’s statement.
On a personal level, I believe I have worked to cultivate trust and try to be as honest and direct as I can on issues. But I’m a Sense employee, so I assume there will always be some assumption that I’m really working to say things in the company’s interest.
I’m saying that because I want to reply here but am not sure what to say on this topic that has not been said before. Schneider is creating a differentiated product for their branded monitors. I’m aware this may not be what you intended to purchase, and I am sorry.
This certainly has been a big internal discussion in Support and not something we are ignoring. The change is beyond my control, and while I can mention these conversations to other people within the company, I think the central problem—the crux—is currently the direction Schneider and Sense are going in.
It’s not something I have—or am authorized to share—all the answers for, as I’m not on this community board to go into the weeds on Sense business decisions.
Hey @JamesDrew I appreciate the situation you find yourself in.
From a user point of view, the fact of the matter is, I have a unit sold as one thing, and it’s not that thing any more. I didn’t find my box (though I have it somewhere) but I attached what I found online. It shows ‘Sense Enabled’ and all the features. But those features, and the app it shows, for the most part, no longer work or exist.
Thanks. I’ll look into whether I can say anything more on this topic; however, the result will likely be informational and is very unlikely to change the situation one way or another.
Just curious, have you expressed these concerns to Schneider? I am sure you have, but if you have not, it may be helpful.
I have. They have nothing useful to say on the matter.
I understand you can’t change schneiders decision but something to help users would be useful, offering folks who raise a concern an opportunity to buy a replacement sense unit, etc. There’s no chance of schneider catching up on this any time soon.
I personally had to roll the dice on ebay and bought one for $100, new but no cables. It would be great if there was a better option.
Thanks James, that is what I wanted clarification on before I considered spending money on a genuine Sense monitor, as I would hate to buy a Sense monitor just for Sense to announce “they are no longer in the monitor business” and drop the product/support. Glad to hear that isn’t the case.
I realize there isn’t much you can do but pass along our frustrations to the higher ups and I am thankful that you are doing what you can. I do hope you can get this information (missing features/bugs) to the manager of the team who manages the Schneider Home app so they can address these issues.
I too think that would be a nice gesture from Sense. I realize they probably can’t give Wiser users a discount due to agreements with SE, but surely they could have an unrelated labor day sale or create a monitor only SKU that can be ordered by anyone
Please submit a ticket here: https://help.sense.com/hc/en-us and ask to have the ticket specifically escalated to me. Also send me a private message when this is done and I’ll help you out. Thanks
Currently, all our sales are through Amazon, and there are occasional sales there. As a support agent, to be plainly honest, I want to focus on helping customers and troubleshooting issues, and not have to think in terms of selling or sales—at least while in this role.
I do understand your thinking, though, and this is something that we are aware of.
@rbrptl ,
It’s still the same core Sense hardware, and probably some of the underlying data services, which we know is more capable than the app. If anyone should be embarrassed, it’s the Schneider software team. Someone there had the hubris to make that call that it was time to cut over and the new app and services were sufficiently useful… Betting no one there even used the Wiser Home Energy Monitor app. If they were, they would have been smart enough not to pull the trigger on the changeover.
I think you misunderstood my comment. I am not saying anything negative about Sense or their product. I will probably end up buying another Sense monitor, as long as it will still be supported. I meant that being associated with such a poor product that SE released and having their name on it would be embarrassing.
For sure. I bet the contract with Sense to provide their app/infrastructure was ending and some SE engineer cautioned that the new app wasn’t ready and upper management said they didn’t care as they weren’t renewing the contract and to just “release it as is”.
