Emilio Alvarez

@intercomsupport do you offer any non-profit pricing (US-based 501c3 organization)? Thanks!

@KeenHome That would be my experience as well - in fact, if you even attempt to fill out an RMA request via @KeenHome own website: keenhome.io/pages/return it sends you to a private Typeform page you can’t even access. They know about this too as they acknowledged this weeks ago. Unreal.

For users locked out of accounts, please reset your password to gain entry. If you continue to have issues, please reach out to contact@keenhome.io or send us a DM for further investigation. We are incredibly sorry for the delays and inconveniences this has created for our users.

We are currently working on a solution to a widespread issue in the app that is preventing users from logging into their accounts. A solution is expected to be pushed to the app by this week. We apologize for any inconveniences!

@KeenHome How about you also share the story of how you leave your customers stranded with expensive products they can’t use and month-long waiting periods to hear back from support. That’s a really good one too.

The Smart Filter Origin Story 📕 Plus An Exclusive Sale 🙊 - mailchi.mp/keenhome/keenv…

@KeenHome been a week since you DM ‘ed that customer service was going to reach out to me regarding refunding my order and I have heard nothing - still get your marketing emails to purchase more products though. Should I just process a chargeback via my credit card provider?

@KeenHome it’s been 22 days since I reached out regarding the account issues - I keep hearing promises but zero results. I’ve DM’ed you the request for full refund of all equipment, when can I expect a response regarding that?

@KeenHome are you aware that the form you have on your site to request a refund/RMA - via keenhome.io/pages/return links to a private Typeform form that no one can actually fill out? Wow.

@djcozmik @cjmod @KeenHome Same! 😷👍

@ealvarez @cjmod @KeenHome I wouldn’t hold my breath... but I am wearing a mask :P

@KeenHome have been unable to log into the app for the last few days - not getting any updates from support. Can I you help?

@djcozmik @cjmod @KeenHome Wow - that’s ridiculous. Let’s see how long it takes them even respond to a public tweet...

@ealvarez @cjmod @KeenHome I was in a beta test for Keen a few years ago. Even with direct access to their dev team it took weeks to get a any response to things like “this update killed all my vents.” At one point they mailed me a 3rd party repeater bridge that was incompatible with their own hardware.

@djcozmik @cjmod @KeenHome Absolutely - what a joke @KeenHome there is no stopping of the marketing emails but you can’t bother to reach out to support your customers - TERRIBLE business practice

@ealvarez @cjmod @KeenHome App still won’t let me log in or create an account. The @KeenHome account is still locked, so I can’t DM them like they asked us to days ago... *but* I’m still getting ads to buy more products! Time for the Better Business Bureau.

@cjmod @djcozmik @KeenHome I’ve tried contacting support multiple times not getting much of a response other than they are going to inform their developers @KeenHome: without a functioning app these vents are pointless. provide support to your customers or issue RMAs. Not the customer service expected

@djcozmik @ealvarez @KeenHome Same here - haven’t been able to login in 3+ days & vents have stopped opening/closing based on temp limits. Should we open a Support Ticket?

@KeenHome @djcozmik Hi there still experiencing issues, tried a password reset but it does not seem to find my account. Tried DMing you but you may need to follow me or set ‘accept DM from anyone’ setting on your twitter account to allow me to DM you

@ealvarez @djcozmik Hi Emilio! The issue was resolved earlier this week, but please DM us your associated account email address if you are still experiencing the same issues within the app.

@KeenHome @djcozmik Thanks can you share more details and if there an estimate on when you believe the issue will be resolved? In the next day or two or will it be longer? In the meantime can I get my bridge disassociated with my old account so I can add it again please?

@djcozmik @ealvarez Hello! Apologies, but we are currently experiencing some technical issues on the backend today. Our internal team is working diligently to get things up and running as soon as possible!

@djcozmik @KeenHome @djcozmik Does it find your email when you try a password reset? Doesn’t seem to find mine at all... ended up creating a new account with the same email but now it won’t allow me to activate my bridge as it sees it at already activated.

@ealvarez @KeenHome Same. I think it’s down - hopefully not forever?

@SeaWorld any member ‘bring a friend’ dates this weekend?

@AMCHelps Is your online ticket system down? Am trying to purchase tickets for the AMC Palm Promenade 24 in San Diego, CA.

@zohocares SPDOnDemand unreachable coming in from San Diego, CA. Please advise.

@TheWinkApp how would I go about obtaining a Wink API Client ID? Thanks!

@TheWinkApp thanks! Would be a really useful feature, thanks for considering it =)