While the power switch was received in good order, like other reviwers commented, only a single sheet of connection instructions was included. A reference to the Cloud4UIS app and website could not provide step by step set up or a detailed manual. The app is painfully basic, is not user interactive and references a $60 annual support subscription to access a system activity log. Within a week of receiving the product, I received a marketing call from a 5Gstore rep who agreed to track down some answers for me. He replied with an email containing a link that would download the full manual. Not so. The link directed me to the 5Gstore Contact form where I could post a question to the support team. I still don't have the manual and although I have lights showing on the device, I am not convinced that it is actually functioning. This is a basic failure of product support, charging $60 for a feature essential to the product and a lack of response to customer issues.
Date Added: 09/26/2024 by Paul I. (MOUNT HERMON, CA)
5Gstore Comments: Hello Paul,
I've taken the time to read your feedback and to review your order and communication with our team. We want everyone to be satisfied with their purchase and have an excellent service experience when they interact with our Sales and Support team. I do see that we reached out earlier this week with a courtesy call to check on how your order is meeting your expectations and to ensure you are aware of the 1 year free phone support 5Gstore offers with every hardware purchase. It appears that was the first mention of set up questions. Our representative provided some set up guidance over the phone and followed up with an email recap. It does sound like the link he emailed may not have opened correctly but another representative has emailed you a PDF version. For every hardware purchase an email of support guides and documents is sent to the purchaser and I did check to verify this email was sent to you the day your order shipped. Our team of knowledgeable sales and support representatives works hard to create and share guides, tip sheets, and troubleshooting docs, as well as be available for a free year of phone support and a lifetime of email support for anyone who purchases with us to reach out with questions.
Regarding the cloud management, Cloud4UIS app or web portal, while this is a free service with a purchase of the Switch, with the single outlet there are some advanced features that are only available with an additional purchase. The dual outlet model does offer some of those features, such as an event log, for free.
If the guides, tools, and advice sent to you are not enough to answer your questions we encourage you to give us a call or reach out via email so one of our sales and support representatives can provide further guidance or support.
Thank you,
5Gstore
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