Lightwave

I've purchased a number of LightwaveRF products over the last few months (8 dimmers, 4 smart sockets, heating stuff, etc). Apart from some initial hassles in December where the order was delayed, I was pretty happy with my purchase, except for the integration with HomeKit, which is, to this day, unreliable and slow. I've opened a number of support cases and been reassured that fixes are coming. I'm still waiting more than 6 months later. Then, last week, my 3 gang dimmer stopped working. One of the 3 circuits got stuck in the "on" state, meaning I can't turn one of my light circuits off. I reported it to customer support, who had me try various things and eventually agreeing that it's faulty. They then asked me to return the dimmer (which is wired into 3 circuits) to them before they'll send me a replacement. This means, I've got to go and get an electrician out to remove the dimmer, put a standard one in, then wait for a new one and then get the electrician out again. I explained this to them and that I don't want to do that. The support person then wrote me the following: "We do require the item first I'm afraid, however, a work around if you do need it first, if you purchase another one from us directly, when we receive the faulty one, we can refund it, so you won't be out of pocket." This is an incredibly arrogant response which I find infuriating. This company is happy to take my money, but is not happy to stand behind the warranty they offer nor are the willing to fix problems. Instead, they are so arrogant, that they expect me to spend more money just to cover them in the (unlikely situation) where I don't send the faulty product back.

I wasn’t expecting a lot of help from Lightwave during the lockdown as it has effected lots of businesses now , I spoke to Sam , he was friendly, professional and cared alot and managed to resolve my issue, also I was surprised to receive a reply on Sunday evening . Top service, great customer care.

I’ve been using Lightwave products for the last seven years, especially on the lighting and power. Very versatile. Customer service is excellent and personalised. Keep up the good work.

We completely refurbished our house recently and installed lightwave lighting and power sockets throughout our property. Since then approximately 8 of the power sockets have failed. 4 of those emitted very disturbing loud noises (different occasions of course), terrifying our young child in the middle of the night and would only stop once the whole circuit had been cut off.

We had to pay an electrician 4 times to come and replace the faulty power sockets. Lightwave expected us to also pay for an electrician to remove the faulty sockets to send them for testing and have nothing in the meantime.

We tried dealing with their customer services and they refused to refund or replace with a new socket. After a few weeks of emails and threats of legal action (they refused to take or returns calls), they agreed that if we purchase new sockets, they would refund the faulty ones. We are out of pocket due to the increase in prices.

In theory this is a good product, in practice it is an expensive disaster.

The customer service I received after my boiler switch broke was very good and the guy I spoke to was very helpful in diagnosing the problem and sending out a new switch at a decent discount, even after warrantee had ended. The only reason for 4 stars though is that I didn't expect the switch to break so soon (only had it 2.5 years). All my light switches are lightwave however and they still work fine to this day after 4 years so it's not happened with anything else. All in all I would recommend Lightwave home automation if you are considering it.

I have used these products from the start of the first connect edition. I really like them and am learning all the time how to push the use of them over wider areas (two hubs) and how to make it work with HomeKit which makes all the difference. When I do have issues, I am surprised how easy it is to talk to the team and get proper advice. Jack has been great in this regard, particularly. This seems like a super British Tech success story which is a nice change.

UPDATE Have been contacted by Michael today who has explained why I hadn't been contacted, he was very apologetic and reassuring.
Unfortunately for some reason I haven’t received the same customer service as 95% of the reviewers on here, the first two 3 gang dimmers turned out to be faulty I never got a follow up reply from the technical department, I had them replaced by amazon who were amazing their no quibble returns policy is second to none. The replacements worked perfectly, easy to set up very pleased and there’s no doubt they are good quality versatile products. My second gripe is that being impressed with lightwave products I made an inquiry via email to the sales department about boiler controllers and radiator valves, again disappointingly I didn’t receive a reply, to sum lightwave up great products good customer service!

rang to get help with timer problems with cenral heating and timer contols. Dealt with Michael who was very helpful and patient with me over several calls and attempts to resolve, was successful in solving my problems. Excellent service and attention.

I had a problem with light switches but it was all sorted out thanks to the assistance of the help team. Great service!

I put dimmer switches in every room in my flat and everything is working great. I installed them myself and read that the neutral wire was optional to connect to the dimmer. However, I had one bulb that flickered ever 30 minutes. I spoke with Mitchell Forrest and tech support. They informed me to connect the neutral for all dimmer switches. This resolved my issue. They were very helpful & patient with me. I appreciated the superb customer service. Thank you

We're all going through a tough time at the moment and even with lesser resource Lightwave have kept up their high standard of service and order fulfilment. Special shout out to Dave Simmons and Mitchell Forrest. Both of the guys have been brilliant in helping with my many queries and thought they deserved a special mention. Super knowledgeable.

Jack Mitchell the most helpful and intelligent sales man that I have ever had the pleasure of dealing with. Jack helped me with different solutions to problems that I was facing, he gave me amazing ideas to ensure my lightwave system would integrate perfectly with my houses setup. If the managers of Lightwave offer a employee of the month then send 100 points Jacks way.

Thanks again for saving me so much time Jack I look forward to expanding my lightwave products with you.

Great product and service. Really impressed.

I have been dealing with Lightwaverf since 2004 the products they Sell are innovative and intuitive and are always up to date. These products have stood the test of time. Over the last 16 years of dealing with company the staff have always been fine today was no exception. I phoned and spoke to Mr Simmons he's was extremely knowledgeable. And helpful I have to say his customer skills are exemplary. I explained I have a show house of all Lightwave products and I have been a customer since 2004 I'm going to make series of videos on my YouTube channel featuring Lightwaverf products And how easy they are to install As a qualified electrician have been in Bussiness over four decades Mr Simmons advised me that I could go on an installers program with all the benefit of my experience, which I intend to take up I also explained that I have made a video showing how using my electric bed Alexa and Lightwave automation routine you could see how well it worked
It was so good to chat to Mr. Simmons on all the aspects of Lightwaverf products Mr. Simmons is a credit to your organisation.Your product are definitely the best on the market the competition between Lutron Crestron Lightwave beats these in many ways including price connectivity and ease of setting up and reliability. I'm so pleased I have had the foresight to use and set up Lightwave in my house.it is definitely a product I would recommend .

Michael and Jack were very helpful and thorough in helping me troubleshoot my problem.

Installed serval item had a couple of installation issues (turn out to be my fault) Jack was patient and helpful. Could at ask for more from a tech support team

Had issues with my products and spoke to a lovely, well mannered, patient young man called Jack, he was ever so helpful and delightful to speak to, a credit to the company! So glad to use a company like Lightwave when they have customer support like this, I will be recommending to all of my family and friends too! Thanks so much Jack!

I was delighted with the prompt response and service I received from Jack. He was professional, helpful and swiftly resolved my query. Highly recommend.

I wasn’t expecting a lot of help during lockdown as lots of businesses now have less staff however I spoke to Jack who was friendly, helpful and cared that my problem was solved. Thanks so much!

Had a few problems a while ago with my dimmer switches, was a bit weary and felt rather pessimistic that they would have been worth my money and wasn’t looking hopeful, though after getting through on the phone I was able to speak to Jack. He gave me really concise and clear information and I was able to resolve my faulty switches. Had not had much hope in the company once my dimmers were being unreliable but with the great customer service their team provided my switches now work great and would definitely recommend LightWave to anyone in the future.