Over the past 2 years I bought 10 smart plugs, a mix of HS100 and HS105. One of the HS100 units (Ver 1.7) failed and despite multiple attempts, I could not reflash it and get it to connect. After scouring multiple forums and wasting a lot of time, I decided to contact Customer Service. I explained what the issue was and CS kept on asking for the Firmware Version and Error Message I get when I try to connect ... I explained multiple times that the unit can't even connect let alone give me an error message. CS refused to consider my case unless I gave them an Error Message. It took them a lot of time to understand the issue and kept on suggesting/implying that it was User Error ... they could not comprehend that my other 9 units were working fine and I had no issue reprogramming them few times. By this time I had already submitted multiple documentation, including my receipt from Amazon and other 'non-sensical' information.
In any event, I was really aggravated/frustrated and they finally issued an RMA ... but asked that I ship the failed unit back and pay $15.00 for shipping. I explained (few times) that this made no sense for a unit that costs $20.00 but they would not bulge/comprehend. It was their policy, take it or leave it. If time is money, I had already wasted multiple times the $20 tag price of the failed unit already.
Has anyone else experienced such idiotic situation with their CS? If this is not to my satisfaction (and it looks like it won't), I am done with TP-link, will no longer buy any of their sub-par equipment, and will tell anyone willing to listen about my experience.
I, together with few friends, are working on Automating our homes with openHAB and were planning on investing more in TP-link, but this experience is truly a wake-up call.
Incidentally, I was shopping for smart switches yesterday at HomeDepot, there were few options but not TP-Link ... I asked one employee to help, and his answer was literally: we don't sell that cr*p here.