Frequently Asked Questions

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Q: What does the Buoy product cancelation mean to me?
A:

  • If your Buoy product is currently installed, while there are no safety concerns, we recommend having your product removed. We encourage you to schedule your removal before March 31, 2021 to reduce the inconvenience from the discontinuation of the app and data; however, we will continue to offer complimentary product removal to USAA pilot participants through the end of 2021. With the ongoing pandemic, if you are not comfortable with scheduling a removal now, please let us know by sending an email to support@buoy.ai.
    • If the email we sent to you contains the name and contact information for a suggested plumbing service provider, please contact them directly to schedule your product removal. Make sure to let the plumbing company know that you are a participant of the Buoy + USAA pilot program.
    • If the email we sent to you did not contain the name and contact information for a suggested plumbing service provider, you can reach out to a Resideo representative to schedule your removal. Please email support@buoy.ai to schedule your removal.
    • Resideo will cover the cost of the Buoy product removal service directly with the plumbing service provider. You will not be expected to pay the plumber for product removal. Please note that the scope of complimentary service should be strictly for the removal of the Buoy product.
    • Our top priority is the health and safety of you and your family and helping you with the safe removal of the Buoy product from your home. In most cases, the removal process of a Buoy Controller can be completed with limited interaction.
    • After completion of the removal service, the plumber will take the Buoy product away from your property.
  • If you have a Buoy product that is not currently installed, you may choose to dispose of the product yourself, adhering to all local disposal guidelines. If you prefer to send the product back to Resideo, please contact us via email at support@buoy.ai
  • If your Buoy product was on backorder, there is no action needed and your order will not be fulfilled

Q: When does Resideo plan to stop supporting the app, data and leak notification services?
A: We will support the app, data and leak notification service until March 31, 2021.

Q: What happens to my Buoy app after Resideo stops supporting the app, data and leak notification services?
A: Beginning April 1, 2021, Buoy app users will not be able to access the Buoy app on iOS or Android or the water usage data associated with their Buoy account. Buoy app users will not be able to receive leak notifications or other type of notifications either via app or text message. We recommend removing your Buoy app from your smart device after April 1, 2021.

Q: Can I access my Buoy app, data and leak notifications after April 1, 2021?
A: No, you will not be able to access the app or the water usage data. In addition, you won't be able to receive leak notifications or other type of notifications either via app or text message. We recommend removing your Buoy app from your smart device after April 1, 2021

Q: Why is my Buoy app showing me a blank white screen?
A: : If you are experiencing the blank white screen on or after April 1, 2021, it's because we have stopped supporting the app, data and leak notification services by the end of March 31, 2021. Beginning April 1, 2021, Buoy app users will not be able to access the Buoy app on iOS or Android or the water usage data associated with their Buoy account. Buoy app users will not be able to receive leak notifications or other type of notifications either via app or text message. We recommend removing your Buoy app from your smart device after April 1, 2021.

Q: What happens to the installed Buoy product after Resideo stops supporting the app, data and leak notification services?
A: Beginning April 1, 2021, the physical Buoy product will not be able to connect to your home Wi-Fi and will stay offline. We do not anticipate any impact to your home’s plumbing system. While you wait for your Buoy to be removed, we recommend you follow the instructions below to decommission your Buoy product.

  • Confirm that the water is running at your home by turning on a faucet
  • Conduct a factory reset to the Buoy product by pushing and holding the black button on the side of the Buoy product for at least 30 seconds
  • If the Buoy product is currently connected and powered with the power cord, unplug the power cord
  • Slide open the battery door and remove the battery

Q: Am I required to return the Buoy product to Resideo?
A: No, you are not required to return the Buoy product to Resideo; however, if you would like to return the product to Resideo, please reach out to our team at support@buoy.ai

Q: How do I start my Buoy product removal process?
A: While there are no safety concerns, we recommend having your product removed by a professional plumber. We encourage you to schedule the removal before March 31, 2021 to reduce the inconvenience from the discontinuation of the app and data; however, we will support the removal through the end of 2021. With the ongoing pandemic, if you are not comfortable with scheduling a removal now, please let us know by sending an email to support@buoy.ai
  • If the email we sent to you contains the name and contact information for a suggested plumbing service provider, please contact them directly to schedule your product removal. Make sure to let the plumbing company know that you are a participant of the Buoy + USAA pilot program.
  • If the email we sent to you did not contain the name and contact information for a suggested plumbing service provider, you can reach out to a Resideo representative to schedule your removal. Please email support@buoy.ai to schedule your removal.
  • Resideo will cover the cost of the Buoy product removal service directly with the plumbing service provider. You will not be expected to pay the plumber for product removal. Please note that the scope of complimentary service should be strictly for the removal of the Buoy product.
  • Our top priority is the health and safety of you and your family and helping you with the safe removal of the Buoy product from your home. In most cases, the removal process of your Buoy Controller can be completed with very limited interaction.
  • After completion of the removal service, the plumber will take the Buoy product away from your property.

Q: What COVID-19 precautions will the plumber take while performing the removal?
A:
  • In most cases, you can expect the removal process of a Buoy Controller to be completed with limited interaction with you or your family; especially if your Buoy product is installed outdoors or in the garage. Please note that if the plumber performing Buoy product removal at your home is not wearing a mask or actively keeping 6 feet of social distance, you have the right to decline the service and notify us at support@buoy.ai
  • We have asked our plumbing service providers to take the following commonly used COVID-19 precautions:
    • Plumbers are expected to wear masks and gloves while performing removal at or in member homes
    • Plumbers are expected to maintain 6 feet of distance from homeowners
    • Plumbers are expected to refrain from physical contact with members (i.e.: no handshakes)
    • If the plumber is experiencing COVID-19 symptoms, the plumber is expected to cancel the appointment and inform their management and Resideo
    • If the plumber has knowingly tested positive for COVID-19 or has come into contact with a person who has tested positive for COVID-19 within the past 14 days, the plumber is not expected to perform Buoy product removals

Q: What if due to COVID-19, I am not comfortable conducting the Buoy product removal now?
A: Our top priority is the health and safety of you and your family. If you are not comfortable with scheduling an appointment now, please let us know by sending us an email at support@buoy.ai We will reach out to you on your requested date.

Q: How long will my Buoy product removal take?
A: In most cases, the removal process should take about 1.5 to 2 hours.

Q: Do I have to shut off my water while the plumber is performing the removal?
A: Yes, at times during the removal process, your water will need to be shutoff. While water is off, you will not be able to use your water. We apologize for the potential inconvenience caused by this.

Q: What if I am unsatisfied with the removal (for instance, no-show, dissatisfying job, not following COVID precautions, etc.)?
A: It is our priority to ensure a smooth Buoy product removal process. In case of any dissatisfaction, please feel free to escalate the situation to us at support@buoy.ai

Q: What steps should be taken if I moved or sold the property where the Buoy is installed?
A: In the event that you no longer reside in the home where the Buoy is installed, no action is needed. You will be removed from the list of pilot participants and will not receive any future emails about this pilot. Please email us at support@buoy.ai to let us know if you have moved or sold the property. If you happen to know the contact of the new owner and would like to share with us, we will welcome that information for us to reach out to the current owner for removal.

Q: From a security perspective, how do I remove any personal info from the Buoy product?
A: Simply performing a factory reset by pressing and holding the black button at the end of the Buoy product for at least 30 seconds.

Q: Why did Resideo decide to discontinue the Buoy product and the USAA + Buoy pilot?
A: At Resideo, we provide solutions that make your home comfortable and secure, and we've built these solutions on our rich 130+ year heritage of taking care of the home and the people in them. Part of our pride in our legacy comes from our continued focus on quality. After diligent consideration, we have determined the Buoy Controller does not meet our quality standards, and we are discontinuing the Buoy product. The pilot program will also end as a result.

Q: Is Resideo planning to launch another water leak detection product?
A: We believe the water leak detection market is a fast-growing market space. It brings tremendous value to our insurance partners, contractor customers and consumers. Although Buoy product did not meet our quality standard, we are planning to launch a next generation leak detection and protection product.

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