As suggested by the Ooma rep here, I called Ooma support somewhere in either India or the Philippines. I was escalated to a Level 3 Tech support who assured me she was absolutely up to date on the problems with the dead battery problem! What a bunch of crap that was! She had me do the same remove the batteries, push the pair button and replace the battery BS. No joy on that one, which I knew since I had done it many times over the last 4 days.
She said the water sensor that had this problem was bad and needed replacing but the other sensors didn't show bad battery so they were fine. I told her, as I did during my initial explanation of the problem, that NOTHING was working. If you look at my log, the last entry is that the water sensor battery needs replacement. Nothing has been recorded since then. I told her that I could open a door and it would not show on the Dashboard that the door was open. I could walk in front of the motion sensor and nothing would change on its status. She attempted to tell me that I wouldn't see anything because I was logged in as AT HOME and all my notifications were turned off. This is NOT true! My water heater sensor is set to ALWAYS notify as is my Back Door, which leads to the swimming pool, which is an insurance REQUIREMENT! She refused to acknowledge that, even IF NOTIFICATIONS are turned off, the status of each sensor shows up as changing on the Dashboard! Now this is supposed to be Ooma's SUPERIOR level of support! What a JOKE! We went on and on for probably 1/2 hour until she asked me to send screen shots of the phone app, inferring that I was lying. At that point,, I told her she had my blood pressure up to boiling, she was wasting my time, and stealing a paycheck from Ooma and I hung up.
If any new, prospective customer is reading this, DO NOT BUY THIS SYSTEM! Their support is even worse than DIRECTV! Why can't Ooma have US based support from their main base of operations instead of a bunch of idiots reading from scripts? Yes, I am majorly PO'd! The last entry in my log is May 3, when the water heater battery indicated bad. Dead since then!
Give me an address and I will gladly ship this crap back to you for a full refund. I've had ENOUGH!
TOTAL INCOMPETENCE!
Re: TOTAL INCOMPETENCE!
Hello tjwitman, this is Anthony on the Product team at Ooma. I'm sorry that you've been having a bad experience with our product and with our support team recently. I've sent you a direct email to help debug the issues that you've been seeing.
You're correct that the status of your sensors on the Dashboard should be updating regardless of what mode you're in. Sorry that our support agent was operating with bad information.
Regarding the low battery issue, it sounds like the workaround that I provided for you did not work. We're working on a more permanent solution on your sensor firmware, but it will take time to develop. The firmware solution will also require a software update of your sensor once it is ready. We will push it to your sensors as soon as we develop the fix. Your water sensor should still perform normally with the new batteries you inserted. You'll just have to ignore the "low battery" indicator for now.
If you still want to return your sensors, you can start the process at http://support.ooma.com/home/contact-us/. Otherwise, I'm standing by for your reply to my email.
You're correct that the status of your sensors on the Dashboard should be updating regardless of what mode you're in. Sorry that our support agent was operating with bad information.
Regarding the low battery issue, it sounds like the workaround that I provided for you did not work. We're working on a more permanent solution on your sensor firmware, but it will take time to develop. The firmware solution will also require a software update of your sensor once it is ready. We will push it to your sensors as soon as we develop the fix. Your water sensor should still perform normally with the new batteries you inserted. You'll just have to ignore the "low battery" indicator for now.
If you still want to return your sensors, you can start the process at http://support.ooma.com/home/contact-us/. Otherwise, I'm standing by for your reply to my email.
Re: TOTAL INCOMPETENCE!
Thanks Anthony, at least you know what you are doing and, hopefully, have the team to fix it!
You say that, even though I have the bad battery symbol, my water detector will function. Please don't miss the fact that NONE of my sensors are working, or at least not sending information to my Android app and showing up as changes in my Dashboard. They entire system is dead. Looking at my log, the alarm that said that my battery is dead apparently locked the entire system down. This should be a good clue for troubleshooting the software. Nothing worked after that message.
I truly want to see you get this fixed and have a successful product but right now it looks like anyone who gets bad battery indication will have problems. I tried 'adding new sensors' and pairing the old ones, which worked a short time ago when I had to get a new Telo because the sound on the old one died, but it doesn't work now.
You say that, even though I have the bad battery symbol, my water detector will function. Please don't miss the fact that NONE of my sensors are working, or at least not sending information to my Android app and showing up as changes in my Dashboard. They entire system is dead. Looking at my log, the alarm that said that my battery is dead apparently locked the entire system down. This should be a good clue for troubleshooting the software. Nothing worked after that message.
I truly want to see you get this fixed and have a successful product but right now it looks like anyone who gets bad battery indication will have problems. I tried 'adding new sensors' and pairing the old ones, which worked a short time ago when I had to get a new Telo because the sound on the old one died, but it doesn't work now.