03-14-2016 03:22 PM
03-14-2016 03:27 PM
Hi, @mrleemarshall. This is quite an unfortunate event, we do hope nobody got hurt. Please send us an email at WemoCares@belkin.com and we'll have you taken care of. Please include your contact details and the link to this thread.
07-21-2016 08:18 PM
07-21-2016 08:57 PM
Hi, Garbear. We're so sorry to hear about what happened. Allow us to make things right. Please send us an email at WEMOCares@belkin.com with the following details:
Model of the WEMO switch
Link to this post
WEMO Technical Support
08-17-2016 01:38 PM
Could you please explain in more detail what Belkin is doing to look into these fire-hazard concerns? At Amazon someone had the same thing happen and actually posted a photo of their burnt-out WEMO. This is three posts related to this problem that I've found without looking very hard.
I'm still very interested in the product and I don't tend to overreact to these kinds of reports. On the other hand, I'd like to know if Belkin is addressing these concerns through any other means that simply replacing product or issuing refunds? Is there an actual flaw that requires fixing? What is being done to look deeper to find out? Issues do arise unexpectedly. I can get past issues with any company as long as user reports like this are addressed proactively.
08-18-2016 08:04 AM
The Wemo devices go through testing before it is released into the market, we can definitely assure you that our products are safe to use given that the user heeds to the limitation of the device.
Any such incidents that are reported to us was caused by a series of unfortunate events that led to the Wemo device to catch fire or melt. Any reports of these incidents are quickly escalated to our customer assurance team for investigations.
08-18-2016 02:40 PM - edited 08-18-2016 02:41 PM
I'll second what Thaddeus posted.
Any time we get a report like this we obtain the units back and talk with the users about what led up to any damage to the device. It happens very rarely actually compared to the number of Wemo devices out there. I am actually part of this process so I can assure you this is taken care of. I get to see each unit that is sent back and in some cases I have worked directly with the Wemo user who reported it.
A large portion of the cases we have had are being used incorrectly or in an unsafe way. The original post on this thread is due to the user plugging a 3kw water heater into the Wemo. 3kw as Rongeh posted is 3,000 watts which is double what the Wemo is rated as.
We have also found that users have plugged Wemo devices into wall outlets that are on their way out. What I mean by that is outlets that are 20-30 years old, are extremely loose where things wont fit into them, or the outlet has prior damage and shouldn't have anything plugged into it.
We put together a short safety tips article on our support site. Here is the link: http://www.belkin.com/us/support-article?articleNum=187943 In this you can see some examples of how a Wemo should be plugged in and examples of what can cause issues.
In that article is a picture of an acutal outlet we received from a user that had a Wemo plugged into it. That outlet was over 30 years old, was corroded on the contacts, the contacts were loose to where they barely held anything in, there was dust and dirt in the sockets as well. This was in an apartment that the user had just started renting and their landlord replaced it immediately. They were kind enough to send it our way.
Hopefully that gives you an idea that we do take all of these claims seriously on the rare occasions they come up. I can't stress enough though to read the article I linked above and check all your outlets, even ones that don't have Wemo devices plugged into them just to make sure they are safe. Outlets are cheap and easy to replace but lives are not.
Wemo Technical Support
08-19-2016 08:33 PM
I appreciate the thoughtful responses. I do have another question. Since the WEMO is a "smart" device, for a case where someone has plugged a 3kw device into the WEMO (which is rated at 1.5kw) .... and since the WEMO (at least the Insight version) monitors power usage ... why doesn't the switch turn itself off when it senses that it the load exceeds the recommended load and inform the user via their smartphone? It would seem that any self respecting "smart" device should be able to avoid something as elementary as a 2X power overload and immediately inform the user of the problem?