Michael Govier

Hi Gents, Just wanted to add a bit of detail to some of your comments. If you have any questions please feel free to contact me directly on mgovier@texe.com. Power supplies - We did see an issue with a small amount of power supplies failing after being installed. This was sometimes after a few months and sometimes over a year later. What was strange is that the power supply had not changed, we have however since added additional components that has enhanced the stability of the product. As such all new panels should be fine. If you happen to have one on a new panel please contact me and I will investigate for you. Software - The Premier Elite software is by far the best it has ever been. With each release we fix more legacy issues and of course a few new ones for new products. We are always working to provide the most stable and feature rich firmware available so if you ever find anything please let technical know. I promise it will be looked into! Quality - This will always be our biggest focus. We are aware that with the launch of every new products bring with them their own set of challenges, all of which we have worked to resolve in a timely manner. We are also hearing sporadic reports of other QA issues, these are always investigated and measures put in place to ensure a repeat does not happen. No QA issue is acceptable so always contact us with any concerns and we will investigate. Technical Support - Texecom is aware that the current call hold time into technical support has increased to an unacceptable level. Effective immediately we have changed the way the technical support team operate. The primary focus for all technicians is on the incoming calls, as such proactive testing of new firmware and products will cease until further notice. In addition emails have been given a 24 hour response time as part of a new SLA that the customer will see upon sending an email to technical support. This again puts primary focus on calls and allows emails to be done during the quieter times. Our short to medium term plan involves installing a new call monitoring system. This not only allows us to better match staffing levels to busy periods but will identify staff and customer training needs. *EDIT* Technical will ask for a profile if you have a strange issue. This is normally when they cannot recreate the issue. So they can either suggest you email in so they can try your profile on their panel or suggest a default........ I know which one I would prefer. Overall I get that Texecom is not perfect, but who is. What I can assure you, is we have the experience and dedication to our customers to supply the best product possible.

Hello, The Texecom systems come factory set so that the majority of settings do not need changing. In addition the power up phase of the panel will take you through a setup of Ricochet devices. Once done it is a case of building the mesh network which is documented in the manual. While Texecom would suggest you have training first if you are relatively tech savvy then you should be able to use the panel ok. Just keep in mind that technical can offer support but cannot take you through the full programming.

Hello, Unfortunately not. As you rightly mention you can use the IXP-W interface but there is no way to monitor the bell from that. The Ricochet bell will only work when connected to an Elite panel V2.11 and above.

Yes it is CEL-0002, the 0001 will be the unit with the Wi-Fi on. There are no differences other than that. Once the Wi-Fi is released CEL-0002 units can be updated if required with an over the air update.

Could never replace Ade! Just working together to ensure we provide the best user experience possible, and of course kick some **** if something isn't right!

Hi All, V4 has been out for about 5 weeks now, so far so good, no major issues reported. As mentioned above we can't always pick up everything in testing but we try dam hard to break it! As always though Texecom believe in working with the customer, so if you ever find anything please let us know through the normal channels.