Working with iDevices means timely and friendly assistance when you need it most. As an industry partner, you have the backing of concierge support from our in-house, U.S.-based customer experience team at your disposal.  

At your beck and call

What does 'concierge support' mean, exactly? Dedicated support lines just for you and your customers. Whether you’re on the job site and need immediate assistance, or one of your customers is looking for tips to elevate their smart home experience, our customer experience team has got your back.

“While all of our customers receive the same white glove service, we understand the need for our industry partners and their customers to have a reliable and knowledgeable support network at their fingertips,” said Christopher Feeney, Customer Experience Manager for iDevices. “This is why we have dedicated lines direct to our team for these customers to get any support they need, when they need it.”

Reduce callbacks (we'll handle it) 

As a builder or installer, we know you don’t have the bandwidth to deal with questions about their iDevices smart home devices, especially after you’ve already wrapped up the job. Let us handle it for you.  

Our customer experience team has nearly 45+ years of collective experience in smart home/tech support. Their knowledge goes above and beyond just iDevices products; the team is savvy to the entire smart home industry and it's various platforms, such as Amazon Alexa, Apple HomeKit, and Google Home/Nest (we work with all three). They can also speak to network setup (routers/modems), a common question for customers just getting started with smart home products.  

Check out these actual examples of support our team has provided to industry partners just like you:  

"I had a call with Patricia from Meritage Home, who was assisting a customer with first time setup and having issues. After spending some time figuring out the layout of our products, I was able to walk her through identifying the primary and secondary switches for each circuit, get them paired together, and set up in the app. We were able to end the call with the customers happy and the products fully functional."  
- James, iDevices Customer Experience Representative

"Vicki from Shea Homes called regarding a Dimmer Switch not responding through Alexa. After verifying the device was not connected to the Alexa server, I walked Vicki through rebooting the device to restore the connection, re-linking through the iDevices Connected app, and then running discovery through the Alexa device. This re-established the connection to the Alexa server and restored voice activated functionality to the device.”  
- Jenna, Support Content Specialist

Fast-track to support 

If you're in need of assistance, but are tentative to reach out because you're concerned about being stuck waiting on hold, think again. We're here to help, and while we can't guarantee that you'll never have to wait a short amount of time to chat with our team, we're dedicated to fast-tracking you to the front of the line so you always get the help you need, and fast.

We've also built a comprehensive support portal on our website with in-depth articles and videos that walk you through everything and anything iDevices, from product setup/features to the iDevices Connected app. We also host smart home training on our pro site (you must create an account to access training), and product setup/install videos catered to pros on our YouTube channel. 

“We take pride in working with and supporting our industry customers,” Feeney added. “We’ve put together a personable, tech-savvy team committed to ensuring you have the best possible experience with iDevices.”