Tuesday, September 27, 2011

DIGIHOME System - Waste of Money


DIGIHOME – Faulty Design, Erratic Performance, Poor Customer Service, Waste of Money

The aim of DIGIHOME Solutions is to enhance the quality of life. But in actual fact DIGIHOME has made my life miserable as the system is malfunctioning ever since installation more than six months ago.

In brief, I would summarize the problems of the DIGIHOME System as follows:

1. Faulty Design and Installation – There is some basic flaw in the hardware and/or software that causes repeated malfunction of the system. Maybe the system is designed to work in Western Countries like USA and Europe where conditions are ideal and there are hardly any electricity power failures or fluctuations but the design is not appropriate or robust enough for Indian conditions. In India, and especially in Pune, where the electric power supply is most erratic and fails repeatedly many times a day, the DIGIHOME system trips, resets incorrectly, malfunctions and behaves in a most erratic manner. The installation has been done in a faulty manner and this has entailed a lot of rework. Wrong RFC Units were installed which had to be changed causing damage to the plaster and the placement of the door unit is incorrect, which serves no useful purpose. Basic Safety and Security features do not work or have not been installed, like main door latch security. It appears that there was apparently a lack of coordination between the builder Rohan Builders Pune and DIGIHOME Solutions during installation.

2. Erratic Performance – The performance of the system is most erratic. Sometimes the doorbell never rings, safety and security features are unreliable, intercom does not work, Local Console trips, system malfunctions, hooters and alarms keep sounding intermittently for no reason  – for example, since last night a continuous shrill noise is emanating from the Console which is most irritating.

3. Poor Customer Service – It seems that the technicians are not properly trained and some of them are quite clueless due to frequent turnover and new faces come every time. For the last six months a number of technicians are trying to repair the faults and make the system function properly but without success. They seem to be experimenting on a trial and error basis rather that diagnosing defects systematically. The response is quite lethargic too and there seems to be a rift between the “blue collar” and “white collar” employees.

In my opinion the DIGIHOME System is a waste of money and serves no useful purpose. In fact, it causes inconvenience and frustration due to erratic performance. There is no point investing in futuristic technologies which do not work in local conditions. Maybe the infrastructure in Pune (for example, uninterrupted reliable regulated electric power supply) is not geared up for advanced technologies or maybe these futuristic systems for "intelligent" homes like Digihome are not robust enough to work properly in prevailing local conditions.

Customer Service Technician visited. He said that a component in the RFC Unit may have got burnt due to fluctuation in power supply or frequent tripping of power supply and that is the reason for the continuous shrill sound. That proves my point regarding the design not being robust enough to work in local conditions. He switched off the system and said he would get a team soon to find out what to do. He showed me how to switch off the DIGIHOME System and asked me to switch off the system whenever there was a defect. That’s great. I wonder why you should buy a system if you have to keep it switched off.

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