This perhaps is my last chance to get this sorted.
I have tried Live Chat, and also support ticket along with “Complaint via “Shop” App. I’ve not had one reply.
I ordered a Home on BlackFriday, it took longer to arrive. But arrived around 20th December. I opened the box around 22nd to my horror the UK plug was broken and the box pull tags were already pulled.
I can’t test thehome because of the plug being broken.
Contacted support as details above on the 22nd of December – not one reply. The shocking thing is, I also have Umbrel Home Protect.
Can anyone here help me get this sorted with support please?
That’s really frustrating and honestly unacceptable. A broken UK plug and packaging that looks previously opened should be handled quickly by support…..especially since you also paid for Umbrel Home Protect.
If you still haven’t heard back since Dec 22, I’d seriously consider starting a chargeback dispute sooner rather than later so you don’t miss your bank/card’s deadline. Companies selling hardware need to provide responsive customer support, and this isn’t okay.
I’m sorry you’re dealing with this hopefully someone from Umbrel can step in here and get you a replacement or a refund ASAP.
Im personally sick and tired of reading these so often. Its not you its them.
Id post over on the discord and in the reddit all over the place. And Return it. Why even keep it now. just get a nuc or raspberry pi and use that. Then at least you dont have to deal with shoddy customer service.
Sorry Im just really upset about this type of business practices!
Maybe the company can’t afford technical support at the moment? Or maybe they’ve stripped all the memory off their SBC inventory only to sell it to the highest bidder? Who knows?
It’s very expensive to run a hardware company, so maybe Umbrel is just focusing on keeping the software strong, which remains a quick and easy way to get a home server up and running. In the mean time, you could buy a cheap x86 SBC (or use an old laptop, as I did), install UmbrelOS, and you’re up and running until you get your replacement.
Who would disagree? This is no doubt an annoying situation. All I am offering is a way to get something up and running until things get sorted, assuming they ever do. I used to run CasaOS until support ended and updates stopped being released. In fact, I ran it until a docker update broke the entire thing, then I discovered that Umbrel was easier to setup and more stable to boot! Nothing in this world is for certain, especially these days, so the best we can do is adjust to changes and unexpected events.
Lack of hardware aside, if I were to find myself in this situation, I would do as I always have: improvise! Pick up an old, otherwise unused laptop, install UmbrelOS, and you’re done. It’s more than likely that that old laptop you have lying around is more powerful than the SBC being sold by Umbrel, so there’s that too!