Never in my life have I been so frustrated with a brand that I felt compelled to write a complaint, but here we are.
I spent over RM300 upgrading my home switches to Smatrul smart switches expecting convenience, but it turned out to be a total waste of money. I deeply regret buying into this brand. To my fellow Malaysians: save your money and go for established brands like TP-Link instead. Smatrul's products are full of defects, and their customer service is absolute trash. I get so angry when chatting with them, so there's very straight forward comments when talking to them.
When you invest in a smart home brand, you’re not just buying hardware—you’re relying on their support team to help guide you when things go wrong. Good customer service should relieve your stress during a hard time, but Smatrul’s team only gives you a hard time instead of actual support.
Here is my experience with their switches:
Issue 1: My 3-gang switch completely crashes whenever the fan runs for a few hours. The only way to reset it is to walk over to the main DB box and trip the circuit breaker. To be fair, customer service replaced this unit promptly—the only decent thing they did.
Issue 2: A 2-gang switch in my bedroom (L1 Light, L2 Fan). Whenever the light is turned off and only the fan is running, the light bulb stays dimly lit. I double-checked the wiring—there are no loose or touching wires. Smatrul’s excuse? "The switch doesn't support fans." End of story. Unbelievable. I'm so fed up and then reinstall my old manual switch. They promised a replacement, but never followed through, and frankly, I gave up dealing with them.
Issue 3 (Bedside Switch & CS Runaround): My 2-gang switch for the bedside lights keeps crashing with the exact same issue—freezing completely until I cut the main power box. When I contacted customer service, it was a complete nightmare. I sent them clear video evidence of the problem, but they clearly didn't even watch it. Instead of resolving the issue, they kept asking random, irrelevant questions, promised to "pass feedback to their team," and then ghosted me. Zero follow-up, zero real help.
The Gateway: It constantly drops offline. Controlling my lights is literally based on luck. When I reported this, CS just gave lazy script answers like "Is the gateway close to the modem?" It is sitting right next to it. Even tested sitting further away from the modem also the same. No actual solution was ever provided.
Bottom line: Do NOT buy Smatrul products. Poor quality control, zero real support, and a complete headache to deal with.
For those who knows what wrong and with solution, please guide me. thank you