All,
My ramblings on this (and other related Pentair software/fimware/IC web client/ET & IT Screenlogic/apps/Alexa Skills issues.
1. You can call Pentair Tech Support (see provided contact info below). It won't hurt. But the tech support reps/desk cannot do anything about it except generate a trouble ticket and forward it to the
Software Development and Engineering Department (SD&E), (believe me, I know from experience).
2. This is where the problem lies. Tech Support wields zero power or influence over the SD&E department. In fact, I have an ongoing issue with the iOS Apple Watch app (in that it doesn't work at all), and after several follow ups between tech support and SD&E, Tech Support was told in no uncertain terms "stop bugging us about it. we know".
3. My opinion of the Pentair Tech Support Reps that I deal with, are that they are "top notch". BUT, when it comes to any issue dealing with software/apps/Alexa Skills etc., their hands are tied.
4. I have even attempted to elevate issues to the supervisor of tech support to the supervisor of SD&E. What I then experienced, was the ole "exercise in futility". Apparently, SD&E answers to "NO ONE"!!! And frankly, I am of the opinion, that they could care less about your amazon skills issue. (sorry, but I believe this to be a sad but true reality.) They are NOT beholden to the public like Tech Support is because they refuse to deal with the public.
5. There is absolutely NO WAY, (that I have found anyway), to contact them directly. Trust me, I have done my sleuthing on the internet and have come up empty. I have asked Tech Support repeatedly, if they could please forward me to SD&E or get us on a conference call. Tech Support is not allowed to do that. I have asked to have my emails forwarded to SD&E and that was done but with zero response.
6. My next course of action is to begin a letter writing campaign directed at the corporate officers of Pentair, as I have been able to dig up their email addresses. (I will not be denied lol....). But, I have been holding off until the majority of this COVID-19 pandemic has subsided and most are back to work. I believe that if I (or anyone else) should start writing now, it will only be met with excuses that "Pentair is at reduced staffing levels" or "no one is in the office" etc, etc., so we can't help you right now..
Trust me, I am walking in the same shoes as you are. My Pentair IC Alexa skill does not work anymore, my iPhone app is not 100%, my Apple Watch app no longer functions, my IC web client has serious glitches and bugs and is not nearly as comprehensive as it should be. And even my IC android desktop app is not right. In fact, the only things that function properly and have a "Pentair" label attached to them, is the IntelliCenter Control Panel itself (and it's firmware), pumps, valves, heater, SWCG etc.
So I guess the only alternatives that I can suggest or that I am aware of are:
1. Wait it out... Maybe someday some of these issues "might" be addressed. But PLEASE, don't hold your breath.
2. Take the "squeaky wheel gets the grease" approach and dig in and start fighting with Pentair. NOTE: As I am doing, you might choose to hold off until after most of the COVID-19 "stay at home" measures have been lifted. So they, (Pentair) cannot use that as an excuse.
3. Find alternative "home-brew" solutions.
4. Or lastly, just give up on your attempts to use some of these features, that you thought would be so awesome when you were initially researching and then finally purchasing your Pentair automation systems.
Here is the contact information for Pentair....
Pentair Customer Service / Technical Support -
8 AM to 8 PM — Eastern and Pacific Times
Phone: (800) 831-7133
Fax: (800) 284-4151
Toll Free (800) 831-7133
Sanford, North Carolina (8 AM to 8 PM ET)
Phone: (919) 566-8000
Fax: (919) 566-8920
Moorpark, California (5 AM to 5 PM PT)
Phone: (805) 553-5000
Fax: (805) 553-5515
Good luck....
r.
