Cause their site is down

Nevermind, the watt box must have rebooted, cause the site is back

Now that's funny. Our owner and one of the installers love that crap even though it keeps on breaking. They say "well you can reboot stuff remotely" but not if it's dead. I won't use one on any of my projects.

To be fair, I have never had one fail (knocks on wood)

You will. We have had incredibly high failure rate but keep using them because it gets us in front of the client again which usually isn't such a bad thing, Snap is offering a credit on every bad one which usually pays for our time, and I haven't seen an interface and app I like as much as OVRC

Just this weekend, I had one that went to lunch and didn't come back. All outlets are powered, but the IP address is gone and OVRC says "offline". The rest of the house works fine.

Now just imaging if that were a different product. We've all been there and the dealings have not been good at all. Nothing but love for Snap.

It's good when manufacturers help ease the pain. The sad part, of course, is that at some point customer trust in you and your company can suffer if there are repeated failures....

The cost of your time and replacing the product should be the least of your worries. As Fred mentioned...at some point the customer will lose faith in you. Its difficult for them to blame snap because they dont know snap. They know you and you chose the product and a new one on monday doesnt make up for the missed party on Friday.

I will never forget the time we almost lost a 7 figure project just because the touchscreen batteries failed prematurely at the first project we did for the client.

That's all well said but lets look at this the way we should be looking at this. There will always be product failure in this business and there are things that will only be discovered with time in real world situations. The difference between Snap and many of its competitors is they instantly accept responsibility and scramble the dogs to correct the problem.
For existing product in the field they do what they can for the installer. Who else does that?
I can bet there are more than a few gentlemen on this forum that have experienced the Blue Bolt catastrophe where every call made for the same issue was the first time it had been heard of. There were no extras and a Simple RMA was a task.
I think we owe credit where credit is due and when I know someone has my back I have certainly got theirs.

Ive got dozens and dozens and dozens of wattbox in the field. Once the fiasco was addressed when they first came out, they have been rock solid. I would think a company policy of "never going to use a wattbox" is a bit short sided and narrow.