Use this space to cheer the creator along, and talk to your fellow backers.
Have a question?
I dislike my 3 year old DLink router but it works better and has more features than the Almond+. My Almond+ just sits in a box collecting dust. It's too horrible to give away even. If it doesn't get usable firmware in the next 6 months then it's going in the trash.
@David - Please contact our support team - firstname.lastname@example.org
I have to say, waht a disappointing product. Is there a way to get a refund? Compared to my Ubiquiti wireless AP and my Vera Lite for Z-Wave - the Securifi Almond+ is barely half baked and completely useless.
I finally got TNT drop the additional delivery charge and only paid the custom/excise duty that was due.
I had to send them multiple emails and then a written letter and pay the custom duty directly into their bank account.
TNT were very slow to respond to any communication, and I tried phone, email, twitter, and letter.
@Parisri - As per the PM we sent you, please contact the support team.
@Leandro - Please contact our support team - email@example.com. It'll be hard to exchange the unit for you though.
@Jeremy - Have you reset them? Press and hold the button for 10-12 seconds to reset them, then try to add them again.
@Jeremy, @Lenadro, @Parisri. You guys will get a faster response taking your messages to their forum. They are winding down on here.
Hello there. Thoroughly enjoying my Almond+. Its working flawlessly. However 2 of the door sensors that I received are faulty and are not connecting to the Almond+. Am I able to get replacement units?
Good afternoon. I live in Brazil and received my almond + 3 days ago. I updated it to the latest firmware (R066) and was using normally until this morning. No more sign of the router on my smartphone. I went to see what had happened and saw that the screen was even stuck with the words securifi with a white background. I tried a hard reset with the stylus, pressing for 5 seconds as explained in the faq site, but still stuck on the same screen. After about five minutes the router restarts and begins the process again and again. The only way to reset is to disconnect from the outlet. As he does not leave the home screen I do not have access to the web version through the ip 10.10.10.254. I do not know what else I can do. I request a response from suport the earliest ... Thanks
The touchscreen does not work, what should I do ?
@Dash - Potentially, there just isn't a product available today that we could sell globally, so this is something we're trying to solve.
Are you guys going to offer Zigbee Siren and Strobe Alarm? It's hard to find Zigbee and Z-Wave products in my country... Plus online sellers that provides the same frequency that I have are only selling it locally..
@Florian - You might be confusing things here. The TNT charge was never €45, it was €25 at the most, the rest would be government VAT/duties. We did indeed contact TNT, but sadly there's little we can do as they claim this is the norm in certain European countries. The only advice is to contact your local TNT office to contest the charge in addition to VAT/duties which you're legally required to pay. Just so you're aware, the Dutch post office charged exactly the same amount, so regardless how we would've sent your Almond+, you'd have to pay the same amount. In Germany many units got held up by customs once we started shipping EMS as the backers had to go and collect their packages from customs and they didn't believe the cost was only US$95. Some even got returned to us due to this. We're in a situation that makes us look bad regardless and apologizing isn't going to help the situation either. That said, unlike some other Kickstarter campaigns, none of our packages to Europe were destroyed.
About 1.5 Months ago you said you were sorry about the 45€ surcharge made by TNT to almost all of the EU backers and you were searching for a solution with them and you keep us up to date. As of today, no one of us has ever heard anything again and I wouldn't wonder if you didn't even bother with TNT ... Best Kickstarter ever. Great guys, just a year delay and lots of great contact with you.
Anyone wall mount the almond? How did you run power for it?
I had some issues with my VoIP NETTALK and my sprint AIRAVE micro tower., after an email I got a prompt call back. We scheduled for the next day and I was dimly pessimistic, as most tech support either reads a script or has a few days training, and I feel I know more already then they can tell me. Not the case. It seemed like I talked to an actual engineer who seemed genuinely interested in finding a way to efficiently resolve my problem. Amazing and keep up the good work. I won't let anyone I know waste money on any other router.
@Martin - Apologies for scaring you, but we only made a single design for the packaging to keep things simple.
Received mine today. Hate the danish customs, saying no documentation, even when the value is on the package. Oh well setting the beast up now.
Awesome packaging and everything, was a bit whoa I order the white, not the black until I saw the white dot on the side �
@Rene - The Wi-Fi password can be found it you tap on Wireless Settings in the LCD UI of the Almond+.
I've got mine!
I'm connected bbbbbut can't connect to WIFI by Iphone
WIficode is enabled. What to do?
@Securifi Got it, thanks for the quick response!
Hi, Mumbai customs *urgently* requires an invoice / proof of value. Have mailed you regarding the same. Their communication took a while to get to me... have only 3 days to claim my Almond :( Please help!
Royal Mail/Parcel Force, will for the majority of imported items hold it until customs have confirmed any custom tax that need to be paid, they will then pay the tax on your behalf and will then ask you pay this plus the handling fee, before the item is delivered
Royal mail have a handling fee of £8 plus sometimes a local holding fee, Parcel force have a fee of £13.
TNT should have followed the same process, however they often don’t and deliver items, then they receive the customs instructions for tax due and then forward them to you. They will also include a handling fee of £15.
If TNT have delivered the item, then you could contact them and say that you are prepared to pay the tax, but not the handling fee. It is vital you pay the tax, TNT would not have paid it on your behalf and it will not be long before you are chased by HMRC (would could result in extra charges from them). As TNT have delivered the item already, they are not in a position to get the handling fee from you and will often settle for you paying the tax only.
@Nirav - Had we know, we would've, but we weren't told by TNT, so it's hard to inform about something we're not aware of in the first place. We're really sorry about all of this, but Parcelforce is charging similar money, so regardless of which way we'd shipped to the UK, there would've been a fee that we weren't aware of outside of the VAT. Please keep in mind that we're a small company and we're not a logistics company.
Hi I just called TNT, after a long wait in the phone they said that the additional charge was standard for all their customers where they have had to handle custom charges for.
I asked them why I wasn't told about the charge when the item was delivered and they said the drivers wouldn't know there was a charge until after customs notified TNT. I asked them why this charge wasn't made clear prior to delivery and they said the vendor (Securifi) should have explained the additional charge not TNT.
They gave me the email address(firstname.lastname@example.org) to write to, so I can dispute the charge which I will be. I also said I would be happy to pay the £11.14 that was due to HMRC but they said I'd have to email them first to register a dispute or they would take the full amount.
This is not a good situation and in future Securifi should notify us of the administration fee charged by their shipping company for international deliveries.
With regards to TNT, we're still waiting for an official statement from them and we'll post it once we hear something back. So far they haven't been very helpful with regards to this issue. It might by worth trying what Bryan is suggesting.
As for invoices, we've sent them to everyone that's requested on here and if anyone needs one, please let us know.
@Oletros - We've replied to you in a PM.
I got a parcel delivered before by TNT and when I received a letter from them with charges for handling I just rang them and explained I would pay the VAT but as I had already payed for shipping I would not pay the rest and they said that was OK.
I've also just received the letter from TNT asking for £29.14 which is quite frankly ridiculous on a device that cost £61 or so. Pretty much 50% of the Almond+ cost.
I have received mine, touch screen don't work
I've also received a letter from TNT demanding £29.14. Should be be paying the full amount or just the £11.14 as that is the Customs Duty due?
I am not happy that TNT didn't mention this charge when they delivered the item and didn't request authorisation before accepting the charge on my behalf without asking.
If I have to pay the full amount I suggest that Securifi let international backers know in advance that the shipping company being used may charge an additional charge on top of any excise duties.
me to they asked the invoice in douanes chronopost ,securifi emailed me the document ,and i sent to the douane chronopost i paid 55 euro for total amount of 138 euro with sensors..
Same problem of Jean-François Dhinaux, custom need an official invoice, can you send me one my to
I'm in France and the custom services ask me for an official invoice from you, can you send me one ?
A couple of months ago, I ordered a 7" tablet for 60€ at AliExpress. A month later, it arrived an Belgian Post charged me 30$ for VAT and handling. So it's not only TNT that are extorting their customers.
Unfortunately, there's nothing you can do about it... except refuse the package :-(
@Nigel - We're still waiting for a response from TNT and we'll let you know as soon as we known. You will have to pay the VAT regardless though, as that's something your government wants from you.
I'm in the UK and have just received a letter from TNT with a demand for £29.14.
It looks like this is £11.14 VAT on the shipment, £15.00 handling charge and £3.00 VAT on the handling fee (!) - surprised they haven't managed to add additional charges for collecting the VAT on their own extortion..
Is the current advice to pay this or to ignore it?
Just want to clarify my post. Mostly it's a vent because it appears Tnt are the scum of the earth. Securifi are being helpful in as much capacity as possible and their support so far has been solid (getting me a replacement).
Looking forward to updates of the firmware!
Very happy with my Almond+, was worth the wait
@Kirpa - We'll chase them and see why you haven't heard back yet, apologies about the delay.
@Chris - We're still waiting for a response from the local TNT office.
@lee - We've sent you an email about this.
Well this is ridiculous ive just had an invoice sent to my employer requesting payment to TNT for customs charge.... ive got the paper work (paperwork arrived today), £11.14 for the customs which is FINE but £18 for handling.... this is extortion you said you wouldnt send it via TNT but you did anyway (an update in july/august mentioned this...), parcelforce/royal mail only charge £8 handling fee which is acceptable for this item but TNT take the fking biscuit.
You know whats worse.... the fact I got hit by a £30 request for MY REPLACEMENT UNIT... im not very happy tbh as my unit was delivered a month ago, i cant refuse the delivery because I have had it for a month... what do I do? It was a replacement due to my original being faulty so im not confident I should be paying.
@Securifi - UK Backer here - any news from TNT on their outrageous demands ?? Thanks
@Securifi - Have sent an email to support on my issue but no response as of yet. Can you please look into it? Can't use my Almond+ remotely yet...still waiting on the response soon. Thanks.
@Arjan - Please see your PM inbox
@securify: the local postal(postnl dutch) after 2 delivery attemps has lost the package someware between warehouse en local postal office(for pickup) , they advised me to let the sender initiatie a investigation.
can you initiate that. and after that send a new unit.
@securify: Finally my almond+ is delivered, your transparent communication kept my hopes alive during the delay and made delays acceptable.
I must congratulate you on a great product and great customer service. You guys have paid lot of attention to detail be it the product, packaging or software, hope you will continue to focus on it in future too and improve the software part of it.
Once again a big thanks and hope the road ahead will be even better.
@Torey - We'll be offering ZigBee devices on Amazon later this year, yes, in Canada too ;-)
@Lewis - Sadly there isn't much we can do about this as half of it is VAT which you have to pay, the rest is as much as Parcelforce is charging for the "customs clearance and handling", so there's no sensible way for us to ship to the UK, as our backers have to pay as much either which way.
@secuify I have had mine delivered to my work address and been charged an extortionate £29.14 for customs by TNT! Apparently i am not the only person that has had this problem, but i am one of the unlucky ones, just in case you need to know exactly who has received this charge. This may be worth a backer update...
I love my Almond+, it works well and my wireless has never been faster. Where can I buy more Zigbee smart plugs? Like this one SZ-ESW01
Big Ups to Securifi on a great product, been really impressed so far! I've seen a huge improvement in my Voice and Video sessions over wireless. The range is also phenomenal! Looking forward to continued great service and support. Thanks Guys
First impressions - Solid build quality, good packaging with 2 different stands and power/ethernet cable.
Very easy to install and configure from the touch panel (the pen makes it so much easier). Speed test gave full speed for my broadband connection (60Mbps).
Overall I am satisfied with the unit, I haven't used it enough to see how well it does over time but so far so good.
@Kirpa - We've passed on your issue to our software team to look into it. Please also email email@example.com and we'll help you solve this problem.