After replacing the station on warranty, my data was erased

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hammeron
Posts: 3
Joined: 27 Nov 2018, 08:54

After replacing the station on warranty, my data was erased

Post by hammeron » 27 Nov 2018, 09:18

So, my main "big module" died, and I got a replacement unit. No instruction with replacement procedure. Contacting support, which said I could transfer my old data when I had reconnected the modules (one outdoor module and one additional indoor module). I did so and did not notice I did a typo on the additional indoor module's serial. Support said all data was transferred, but obviously I could not retrieve my additional indoor data. After several confusing replies from the support (i.e. wanted me to pair with my old dead missing station), it now seems like my data is erased. Don't you keep backups on this Netatmo? This is a big reason to have data in the cloud.

The last answer from support: Indeed, the module i060b7c has no data available to transfer, even after double-checking the database.

since all my effort with the support to retrieve my additional indoor module data failed, I will try this channel. I do hope someone from Netatmo can give me an official answer, and a second opinion/chance.
Ticket 11356
Ticket 12956

Lastly, a request to simplify the replacement procedure: Maybe you could stick a note with Instructions in the replacement box.
1. Backup your data! (Head to my.netatmo.com Select "Old Hamlin" in the top left > Device settings > Advanced > Download your station data as a CSV/XLS file )
2. Disconnect the modules from the old station.
3. Pair the modules to the new station.
4. Contact support with request to transfer the old data to the new station.
5. Do not make a typo, your data will then be erased.

Regards Mikael

Chiara_Netatmo
Posts: 141
Joined: 15 Jun 2017, 13:54

Re: After replacing the station on warranty, my data was era

Post by Chiara_Netatmo » 27 Nov 2018, 10:36

Hello Mikael,

Thank you for your message. Indeed, it seems that there is an anomaly as the data of the additional module have not been transfered, despite multiple attempts.

We escalated this matter to the development department, we will investigate and get back to you as quickly as possible.

Have a good day!

hammeron
Posts: 3
Joined: 27 Nov 2018, 08:54

Re: After replacing the station on warranty, my data was era

Post by hammeron » 27 Nov 2018, 10:43

Thanks, I just got a mail from support with request to allow Netatmo Support Team access to my data, hope this will help.

hammeron
Posts: 3
Joined: 27 Nov 2018, 08:54

Re: After replacing the station on warranty, my data was era

Post by hammeron » 04 Dec 2018, 10:48

And today my "lost" data was recovered. Well done, Netatmo.

hece
Posts: 3
Joined: 28 Aug 2019, 14:15

Re: After replacing the station on warranty, my data was erased

Post by hece » 31 Oct 2019, 10:14

I wonder where should I escalate my case of lost data. I also got a new replacement indoor unit (I paid for the "fix" i.e. new indoor unit outside warranty period). In my case I paired the old outdoor unit with the new indoor unit and lost the outdoor measurements at that point. Support was able to transfer my indoor measurements but not the outdoor measurements. After 6 weeks and several attempts they are still missing :(

Chiara_Netatmo
Posts: 141
Joined: 15 Jun 2017, 13:54

Re: After replacing the station on warranty, my data was erased

Post by Chiara_Netatmo » 08 Nov 2019, 16:52

Hello @hece,

Could you specify your ticket number? We will make sure your request is treated rapidly.
Have a nice day,

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