I’ve been using the Particle platform since January 2016, I’ve learned a lot from everyone on the forum and have made pretty good strides coming from zero programming to start. I’ve seen some ups and downs in the Particle OS, watched them bring out the Electron, had my fair share of OS, as well as user firmware, issues and always managed to work through them with the help of the Elite members here. Things have changed since then. I jumped at the chance to have an internet controlled MCU with OTA updates, cloud communications and a web IDE, especially when advertised as “IOT for all!”, unfortunately lately this has changed and the IOT for all is “as long as you want to work with cellular”, while the WiFi system has taken a backseat. I understand that’s their current business model and where their money is, and I’m ok with that.
I recently had a contract for 8 additional access control systems to be installed at the US Naval air station here pulled due to unreliability of the system we are using (Particle). This started after the cloud outage a few weeks ago, I thought we had it taken care of but the problems kept coming up randomly, the only way to fully solve it (so far at least) was to replace the unit in the field, I also had to do this with a few other units across the Gulf Coast. After determining how to get my customers a working and hopefully reliable system again, I came here to try to find some answers in the hopes of salvaging something. Unfortunately I didn’t get an answer here so my next move was to send an email to firstname.lastname@example.org explaining my problem in detail, I received an automated response fairly quickly telling me I would get a reply within 1-3 days or up to 7 days for complex issues. That email was on August 3rd, nine days ago, and as of today I have not gotten a response, and still no resolution to my problems.
I have seen a few other people over the last month or more having issues with Particle emails and how they were either handled or not, I have also seen people ping employees or elite members to get their attention and direct them to their email inbox or reference a post here for assistance. I personally have a business to run, I’m not thrilled about having to come onto a forum as my first line of tech support for an issue, but having to ping someone here after sending an email to the only other alternative is just unaccepatable.
I’ve always enjoyed the Particle environment and will continue to use them for hobby projects and other non critical household systems, but my time of relying on them for a business product has come and gone, at least as far as I can. I still have a hundred or so other systems still in the field that will stay until I have a suitable replacement.