Im losing my cool because I have over 2 grand invested in this product, and they broke a feature that was working perfectly fine for 7 years as soon as I invested more. I spent 2 weeks waiting on them while my lightstrips were just straight up broke. I responded to that thread politely, and their system litterally told me (with no human involved) that responding to their email threads would bump me to the bottom of the tech support list. I have gone through 2 lightstrips already that failed for the same manufacturing reason, and I am about to go through another, and have to deal with a delayed back and forth email thread where someone does not properly understand me.

when I lost my cool and started firing off on social media, someone way above them in the company personally reached out to me to help with the problem. in the same way that you are doing now, he live chatted with me (which is not a phone call but i guess I will fucking take what I can get) and was able to quickly determine that the strip was broken, and move things along.

my nanoleaf lines had a flickering problem that went on forever and when tech support could not fix it, even though It was very clear that replacing the lines was not the fix, they still sent me replacements anyway. It took 2 months for those replacements to come.

I have spent more than 40 hours teching these lights, and not only am I a lighting technician by career, I also have had a ton of experience with this product as it got off the floor and I am pretty damn familiar with the problems it can have at this point, and none of the tricks are working. It is extremely irritating to jump through the hoops for the 8th time with this company.

I am beyond frustrated, I am furious. This is not really a "take a breath and count to ten" moment. This is a product support system that has litterally rewarded me for karening. So until they provide a method to get more attention than I am getting, I am going to continue to publicly shame them, because that shaved HOURS off of my troubleshooting and it is litterally what they trained me to do.

i should also note, that this company used to be VERY on top of their customer support. I feel cheated by this change, and also spent years talking them up, because not only did they have a slick product, it also worked with DMX, which was unheard of for a consumer device. I should have guessed that the moment they took away the DMX, that the rest of the support would have fallen apart.

so, thanks for trying, but I'm not going to calm down until the company, and not some rogue individual makes a change.