ivie Avis 

Réponse de ivie

30 nov. 2023

Hi Siobhan,

Thank you for your feedback. We're sorry to hear you experienced issues with the display of information. The ivie Bud, along with all other in-home displays, does not have the ability to calculate your data; hence, it simply works as a mirroring device and mirrors whatever information is on your smart meters. This is true not only for the ivie Bud but for all in-home displays. Therefore, any discrepancies in the information would be due to an incorrect tariff being set on your meters. Unfortunately, we do not have the same level of access to your smart meters the same way your energy supplier does. Hence, only they can update the tariff on your smart meters, and the ivie Bud can simply show what's on the meters as a result. We hope this clarifies the situation. It is not our intention to shift the blame towards your energy supplier, but we are simply providing an explanation as to how the smart metering network works.

Hopefully, if you contact your energy supplier, they will be proactive in resolving the issue. However, we understand that some customers have experienced resistance from their supplier, and as a result, we understand if you wish to return your ivie Bud for a full refund. Rest assured, this is not a fault of the ivie Bud.

Furthermore, due to the security measures in place to ensure that only the energy consumer of the property has access to the data on the smart meters, setting up the ivie Bud requires some activation steps to ensure security and to establish a connection to your smart meters. You do not need to download the ivie app to complete activation, as the app is entirely optional. However, it does provide the extra benefit of being able to link your ivie Bud so you can monitor your usage from the app. You can simply go to ivie.co.uk/activate to complete activation without the need to download the app. Sorry if this has caused any confusion on your end, but hopefully, this helps clarify things and addresses the comments you've left in your review.

Should you wish to return your ivie Bud, please get in touch with us at customercare@ivie.co.uk to arrange the collection of your ivie Bud or to provide you with the return label.

Kind regards,
The team at ivie

Réponse de ivie

15 nov. 2023

Thank you for sharing your feedback. After a thorough review of your case, we want to extend our sincere apologies for any oversight or confusion caused by the agent previously handling your inquiry. If you are still willing to pursue an investigation, we have elevated your case to a more experienced senior team. They have carefully examined the situation and have reached out to you via email to provide further assistance.

However, we completely understand if you no longer wish to proceed with the investigation and would prefer to return the ivie Bud for a full refund. We previously shared the return label with you upon your request, and we have reissued it to ensure you have access to it. Additionally, we've offered a collection option in case printing the label or dropping off the parcel poses any challenges.

We genuinely regret the negative experience you've encountered, and we are committed to rectifying the situation. If you are open to further discussion, please feel free to reach out via email. We value your satisfaction and are here to address any concerns you may have.

Kind regards,
The team at ivie

Réponse de ivie

13 nov. 2023

Thank you for reaching out. To better assist you, could you please share the following details via email at customercare@ivie.co.uk:

1. MPAN (This is the 13-digit unique number found on your electricity bill).
2. The email address associated with your account.
3. A picture of your ivie Bud GUID (printed underneath the device, starting with 0C-A2-F4-00-00).

These details will help us identify your account and address the issues you're facing more accurately. We appreciate your cooperation and look forward to resolving the concerns you've raised.

Kind regards,
The team at ivie

Réponse de ivie

18 oct. 2023

Hi Mr Glazik,

Thank you for taking the time to share your feedback. We'd like to address your concerns and provide some clarity regarding the issues you've raised.

Firstly, it seems there might be some confusion in your review. The smart meters and the in-home display (IHD) are two different components. The smart meters are typically installed in your home by your energy supplier, and the IHD, like our ivie Bud, is a separate device that receives and displays the information from your smart meters for your convenience.

If you're encountering issues with your ivie Bud, we'd like to help resolve them. However, we couldn't locate any communication or orders under your name. To assist you better, we'd appreciate it if you could contact us at customercare@ivie.co.uk and provide us with the MPAN (also referred to as a Supply Number) from your electricity bill and the GUID printed on the bottom of your ivie Bud. This information will help us investigate and address your concerns.

Regarding app functionality, we'd like to clarify that we don't have paid versions of our app. It's designed to work seamlessly with your smart meters. If you're experiencing difficulties with the app, please share more details or contact us on customercare@ivie.co.uk using the email address you used to sign up. This will allow us to investigate and assist you effectively.

Lastly, we'd like to clarify that we don't charge any ongoing fees or subscriptions beyond the one-time payment for purchasing the ivie Bud. Additionally, the ivie app is entirely free to use. We do not handle smart meter installations or charge for such services. Therefore, if you have any questions or concerns about potential charges for upgrading your smart meters, we recommend reaching out to your energy supplier directly.

Thank you for your understanding, and we look forward to assisting you further.

Best regards,
The team at ivie

Réponse de ivie

3 nov. 2023

We greatly value your feedback. As expressed in our previous two email responses, we are committed to enhancing our algorithm continuously. We understand that there is room for improvement in your case, and we have been forthcoming about these areas of enhancement in our last two correspondences. We have not dismissed your concerns; instead, we have consistently acknowledged them as aspects in need of improvement and conveyed your feedback to our development team for further refinement.

It's important to note that changes of this nature can't be instantaneously implemented and may require some time for development. We have emphasized this in our previous responses. In our latest message, we elaborated that while our explanations align with the current calculation of forecasts, we are fully aware of the potential for enhancement, and these improvements are actively in progress. We empathize with any frustration you may have experienced and apologize if it has prompted negative reviews of our products and services. At present, manual adjustments to user forecasts are not feasible, as they are derived from a complex algorithm that takes recent usage data into account—a system we are consistently enhancing.

We have been in constant communication with you, ensuring that no feedback is overlooked. We have maintained our responsiveness and prompt investigation of all issues. We appreciate your understanding and patience in this matter.

Kind regards,
The ivie Team

Réponse de ivie

19 sept. 2023

Hi Nick,

We're truly sorry to hear about the issues you've encountered with your ivie Bud and the difficulties you've faced in reaching out to us for support. We understand your frustration, and we're committed to resolving this matter promptly.

First and foremost, it's essential to mention that problems with In-Home Displays (IHDs) like the ivie Bud are often rooted in issues with the underlying smart meter rather than the display itself. To provide you with the best assistance possible, we kindly request your cooperation in contacting us at customercare@ivie.co.uk.

When you reach out, please include the following information:
1. MPAN (Meter Point Administration Number): This is a 13-digit unique identifier typically found on your electricity bill.
2. GUID: You can locate this on the bottom of your ivie Bud, and it starts with 0C-A2-F4-00-00.
3. Email Address Linked to Your ivie Account: This will help us identify your account and investigate the issue more effectively.

We want to assure you that our team is dedicated to addressing your concern as swiftly as possible once we have these details.
In addition, we have taken your feedback seriously, and we sincerely apologise for any inconvenience you've experienced in trying to contact us. To make it easier for our customers, we have compiled a comprehensive list of Frequently Asked Questions (FAQs) on our website to assist with common issues.

We genuinely appreciate your patience and feedback, and we're committed to resolving this matter to your satisfaction. If you have any further questions or require assistance, please do not hesitate to reach out to us.

We look forward to assisting you further.

Warm regards,
The team at ivie

Réponse de ivie

12 juil. 2023

Hi John,

We appreciate you taking the time to provide us with your feedback, and we apologise if you felt our customer service was lacking in any way. We would like to address your concerns and provide you with a detailed explanation of the situation.

Firstly, we apologise for any inconvenience caused by the delay in our response. Our customer support team operates Monday to Friday from 9 AM to 5 PM. Unfortunately, you contacted us after working hours on Friday, and we were unable to respond until office hours resumed on Monday. We understand that this may have caused frustration, and we apologise for any inconvenience caused by the delay in our response.

Regarding the issue you experienced with your smart gas meter and the ivie Bud, we would like to clarify that our device successfully connected to your smart meter. However, it appears that the information being sent from your smart metering system is incomplete, which is why you were not receiving the expected data on the ivie Bud.

In order to resolve this issue, we suggested reaching out to your energy supplier. They play a crucial role in ensuring that all software and firmware are up-to-date and that the latest tariff information for your account is correctly applied. It is also important to inform them that a gas tariff hasn't been sent to your meter set yet. This is further supported by the fact that your other in-home display was experiencing the same issue, indicating that the problem lies with your smart meters themselves. Both the ivie Bud and your other in-home display rely on the information provided by the smart meters. They cannot display information that is not available.

It's worth noting that while the ivie Bud and your in-home display receive information from your smart meters via Zigbee radio frequency, your energy supplier receives data from the DCC (Data Communications Company). As they rely on separate sources for data, it doesn't guarantee that the data received by your energy supplier indicates there are no other issues with the meters themselves.

We understand that your time is valuable, and we strive to provide prompt and effective support. We have a team of highly qualified customer support agents who are dedicated to assisting you. However, some technical queries require further expertise, and in such cases, we may need to escalate the issue internally, which can take some time. To avoid keeping our customers waiting on the phone, we encourage contacting us via email, as this allows us to prioritise and respond to queries more efficiently. Rest assured, we are committed to addressing your concerns promptly and providing the best service possible.

Should you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you and ensure your experience with our product is as smooth as possible.
Thank you for your understanding.

Réponse de ivie

12 juil. 2023

Hi Colin,

We sincerely apologise for the inconvenience you have faced with your ivie Bud and the connectivity issues with your smart meter(s). We understand the frustration this has caused you, and we want to address your concerns and provide a clear explanation of the situation.

Regrettably, it appears that we have been unable to establish a connection between your smart meter(s) and the ivie Bud, resulting in the display's inability to access your smart meter data. This issue typically arises when the radio connection between the meter and the smart metering network, known as the DCC, is not functioning correctly for your property.

Upon reviewing your case, we have identified that an E21 error message is being received from your electricity smart meter. This error indicates a communication problem between your meters and the DCC. As a result, we have been unable to establish successful communication with your meters, preventing them from transmitting the necessary data through the radio network.

We want to emphasise that resolving this issue lies within the scope of your energy supplier's responsibility. Only they have the capability to address and rectify the communication error between your meters and the DCC. Until this issue is resolved by your energy supplier, any other in-home display, apart from the ivie Bud, would encounter the same problem.

We deeply regret that your energy supplier has been unable to resolve this issue for you, despite our efforts to assist you. As per your previous conversation with our customer support team, we have already processed your refund to ensure that you are not further inconvenienced. We kindly request you to consider revising your review based on this resolution, as you mentioned you would make changes if either your energy supplier resolved the issue or if we provided a refund.

Once again, we sincerely apologise for any frustration caused and appreciate your understanding throughout this process. If you have any further questions or concerns, please do not hesitate to reach out to us. We remain committed to resolving this matter to your satisfaction.

Thank you for your cooperation.

Kris, ivie