Frequently asked questions - ENGO Controls

MOST FREQUENTLY ASKED QUESTIONS

Where can you buy our products?
What is the difference between products operating over Wi-fi and Zigbee?
I can't add a thermostat to the app, how do I do it?
Find the answers to these and many more questions below.

CATEGORIES:
SIMPLY AND HONESTLY
 BASIC TERMS
 SYSTEM SELECTION AND PURCHASE
 ENGO SMART
 COMPLAINTS
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SIMPLY AND HONESTLY

  • 1. Is Engo the same as Salus, what is the difference?
    • The Engo Controls brand is not the same as Salus Controls. These are completely different brands operating in the same industry. Engo Controls is a Polish brand and intellectual property registered by the company Engo Controls. The company is currently rebranding its name to align communication, and soon the company and brand name will resonate as Engo Controls.

      On the other hand, the owner of the Salus Controls brand is Computime Group Limited, registered in the Cayman Islands and listed on the Hong Kong Stock Exchange. The companies are not affiliated, although they historically collaborated.
  • 2. Is Engo a Polish brand? Where are your products manufactured?
    • Engo products are mostly manufactured in China, but the entire design, implementation, and quality control process is carried out and supervised in Poland by our employees. This business model is very common among many companies worldwide. On every product (ours or any other), you will typically find a label with the manufacturer's details and the country of production.

      Our company prioritizes the highest quality of delivered products. Thanks to rigorous testing and thorough verification, we are confident that our products meet the highest standards. A three-stage quality control process – during production, post-production, and before sending the goods to the final customer – allows us to offer a 5-year warranty on our products.
  • 3. What about warranty and technical support for Salus products?
    • Providing a warranty for products, according to common rules and the law, is the responsibility of the seller. Our company provides full warranty support for all products we sell. We also aim to offer all our customers the highest standard of technical support for the products and services we offer.

      An exception is services provided by other entities that are responsible for their services and are independent of the products we have sold. An example of this is device handling via the Internet, known as the cloud. Our company is fully responsible for the functionality of the Engo Smart application and our brand's products, but we cannot assist in situations where another cloud service provider has problems or outages.

      Similarly, when other devices operating via Wi-Fi or Zigbee are integrated with our application, but were not manufactured by us, the warranty responsibility lies with the manufacturer.
  • 4. Why are prices on the Internet lower than my purchase prices?
    • Large e-commerce platforms often use advanced pricing and marketing strategies that can affect the prices of products offered by sellers on their platforms. Here's how the process works:

      Example from e-commerce platforms:

      Pricing algorithms on e-commerce platforms use advanced methods to monitor competitors' prices and demand for specific products. Based on this data, the platform may launch automatic promotional campaigns that temporarily lower the prices of selected products. These algorithms operate in real time and can introduce price changes that may surprise sellers.

      Cost compensation:
      To compensate sellers for losses resulting from these discounts, the platform may offer better cooperation terms, such as reduced platform usage fees, better logistics conditions (e.g., Fulfillment), or increased product visibility in search results.

      Examples from other industries:

      Supermarkets:
      Supermarkets often sell some popular products below cost to attract customers to the stores. These "loss leader" strategies are designed to increase traffic and sales of more profitable products. For example, cheap milk or bread attracts customers, who additionally buy other products with higher margins.

      Consumer electronics:
      Mobile network operators often offer smartphones at very low prices or even for free in exchange for signing a long-term contract. The cost of the device is then compensated by the fees for telecommunications services.

      Summary
      The algorithms of large e-commerce platforms can dynamically lower product prices as part of marketing strategies, forcing sellers to adjust their prices. These activities are often compensated by better cooperation terms to encourage sellers to stay on the platform. Such strategies are also commonly used in other industries, where temporary price reductions are aimed at increasing sales and attracting customers.
  • 5. What is the complaint procedure at Engo Controls?
    • A complaint can be submitted:

      By phone: call +48 32 750 65 05 or +48 32 700 74 53 By email: send an email to support@engocontrols.com
      Through the distributor from whom the equipment was purchased
      In person at the company's headquarters: 43-262 Kobielice, Rolna 4 Street.
      In most cases, around 90%, the problem is solved without the need to send the device to our headquarters for repair. Usually, a step-by-step guide from our service technician is sufficient. However, if necessary, the device can be sent to us at our cost. In this case, you need to order a UPS courier by calling +48 22 53 40 000 and providing our customer number W63Y27 and the company details: ENGO Controls Sp. z o.o. Sp. K., Rolna 4, 43-262 Kobielice.

      To expedite the complaint process, please include or send electronically – proof of purchase and a completed complaint protocol (the version can be downloaded here: https://engocontrols.com/wp-content/uploads/2024/09/COMPLAINT-PROTOCOL_ENGO_2024-ENG.pdf).

      After receiving the shipment, it is delivered to us the next business day, and the product is immediately repaired or replaced with a new one. Formally, we have 14 days to process the complaint, but we usually send the repaired product the next business day after receiving the shipment.

      If you leave a contact email in the protocol, we will inform you about the complaint resolution.
      In exceptional cases at ENGO, it is possible to conditionally receive a new replacement product before we even receive the faulty equipment. If, during a conversation with our consultant, it turns out that the product indeed has a manufacturing defect and must be replaced, we can send a new product before receiving the faulty one. You only need to sign the "warranty replacement agreement" document and send it to us electronically. Based on this, we will send the new product. After the faulty equipment is replaced, it should be sent back to us to complete the process.
  • 6. Can Engo and Salus products be combined?
    • Combining Engo Controls and Salus Controls products is possible in certain cases, but it depends on the specific product lines and technologies they use. Engo Smart operates on an open Zigbee 3.0 system, which means all products compatible with this protocol can be added to the Engo Smart application. Additionally, Engo Smart integrates with products operating on the TUYA platform. This allows you to easily combine different devices in a single Smart Home system.

      However, the Salus Smart Home App or the current Salus Premium Lite App is a closed system, meaning integration with products from other manufacturers, including Engo, can be significantly more challenging and may require special programming work carried out individually in agreement with the manufacturer.

      Many Engo Controls products also function as independent devices, connecting directly via Wi-Fi, while others are wired products that do not require connection to the app or the Internet. For example, the Engo E30NC actuator is a universal product that can be connected to a control strip from another manufacturer, including Salus Controls. Similarly, the Engo wired floor heating control strip can work with actuators from other manufacturers.
  • 7. What is the difference between products operating on WiFi and Zigbee?
    • The choice of communication technology in Smart Home systems is key to their efficiency and user convenience. Two popular standards, Wi-Fi and Zigbee, differ significantly in their operation, which affects their use at home, in apartments, or in other places requiring remote control.

      Wi-Fi is a technology most of us are familiar with and use daily to connect to the Internet. Devices operating on Wi-Fi are directly connected to the router, meaning each of these devices communicates directly through the Internet network. This allows you to control your devices from anywhere in the world as long as you have an Internet connection. Wi-Fi provides high bandwidth, which is beneficial for transmitting large amounts of data, such as with IP cameras. However, Wi-Fi may be less efficient in systems with many devices because each device loads the network, which can lead to overload and reduced performance.

      Zigbee is a wireless communication standard designed with low power consumption devices and short response times in mind. Zigbee operates on a mesh network principle, where almost every 230V powered device acts as a signal repeater, significantly increasing the range and stability of the network. This means that even if one device stops working, the others will still communicate with each other. Zigbee is ideal for managing large numbers of devices such as sensors, thermostats, or smart lighting, as it consumes much less energy than Wi-Fi and minimizes network load. However, to use Zigbee devices, you need a gateway that will coordinate communication between devices and the Internet. Importantly, in the event of an Internet outage, the Zigbee network still operates, and scheduled tasks continue normally – you just won't have access to the system from outside.

      Summary:
      Wi-Fi is better for devices requiring high bandwidth and a direct connection to the Internet, while Zigbee works better for managing multiple devices in Smart Home systems, offering greater reliability and lower energy consumption. The choice between these technologies depends on the specific needs and the number of devices in your smart home. In the Engo Smart application, both Zigbee and WiFi products can be integrated, offering great convenience to the user by allowing the selection of devices tailored to their needs.
  • 8. Will the device work without the Internet?
    • Engo devices operating on Zigbee technology will function without Internet access as long as they are connected to a Zigbee gateway. The Zigbee network works on a mesh principle, meaning that devices can communicate with each other even in case of Internet failure. This ensures that scheduled tasks and automations will be carried out normally, although you won’t have access to the system from outside.

      Engo devices operating on Wi-Fi require an Internet connection to enable remote control from anywhere in the world. In the event of an Internet outage, the devices will still be able to control the heating. Only if the user utilizes special automations and scenes created in the app, they will not be triggered without Internet (Cloud) access.

      Summary:
      All standard functions of both ZigBee and WiFi devices will work properly without Internet access; they just cannot be controlled remotely (via the mobile app). The difference between ZigBee and WiFi systems is that advanced automations or event scenarios created (programmed) in the app are stored in the ZigBee gateway, so after being programmed, they can later be effectively executed even without Internet access. WiFi devices do not require a gateway, and automations are stored in the cloud – that’s why they won’t work without Internet access, i.e., access to the “cloud.”
  • 9. How long does it take to fulfill an order?
    • Usually, our products are in stock at our key distributors' warehouses. If the distributor places an order with us by 11 AM, they should receive the goods the next day. This is our standard, which we adhere to in the vast majority of cases. Of course, sometimes delays can occur due to reasons beyond our control or if the order is particularly large and requires more attention in preparation.
  • 10. Is there an Engo app for computers?
    • We are currently working on a web version of the app. We plan to launch it by the end of 2024.
  • 11. Can the Engo Smart app send SMS messages or only push notifications?
    • The Engo Smart app can only send push notifications.
  • 12. Will I really save money by installing your automation, and if so, how much?
    • Installing Engo Controls automation can bring significant savings on heating costs, although the exact amounts depend on several factors, such as:

      The current heating system
      Heat source
      The building’s insulation level
      The habits of the household members.
      Thanks to precise temperature control in rooms, our automation allows for reduced energy consumption, which translates into lower bills. Savings can reach up to 20-30% in heating costs. This is possible thanks to better heat management, avoiding overheating rooms, and automatically adjusting the temperature based on the presence and needs of the occupants. Additionally, our systems allow for remote heating control, enabling even better adjustment to individual schedules, and thus further savings.

      An example could be Tychy, a city that supplies most apartments with district heating. The heating cost for a 60 square meter apartment in a block built in 2020, with modern energy-saving standards, was about 1,200 PLN per year. In 2022, this increased to over 2,300 PLN, and in 2023, it reached 3,000 PLN. According to forecasts, the next season will average around 4,500 PLN per year.

      The final savings depend on many variables, but with Engo technology, you can expect a significant reduction in heating costs, making the investment in our automation pay off within one heating season. Precise control of underfloor heating is the key to energy savings

      Underfloor heating is a popular choice in modern homes due to the comfort it provides and the energy efficiency it can offer. However, to fully exploit its potential, precise temperature control using advanced devices, such as those offered by Engo Controls, is crucial.
  • 13. Why is precise control so important?
    • Underfloor heating has high thermal inertia, which means the floor heats up and cools down more slowly than other heating systems. On the one hand, this is an advantage because the floor retains heat for a long time. On the other hand, without proper control, it can lead to problems maintaining a constant, comfortable temperature in the rooms.

      If the heating system is not precisely controlled, it can result in situations where a room is overheated or underheated. In the case of overheating, energy is wasted because the heating system supplies more heat than is necessary. Conversely, if underheated, the comfort of the occupants is reduced, and the system may try to compensate by working harder, which also generates unnecessary costs.

      TPI algorithms – intelligent control for maximum efficiency
      Engo Controls offers control devices with TPI (Time Proportional & Integral) algorithms, which are crucial for savings in underfloor heating systems. These algorithms precisely adjust the opening of the supply loops, controlling the amount of heat delivered to the rooms. As a result, the heating system operates optimally, maintaining a constant, comfortable temperature without significant fluctuations.

      In underfloor heating systems, the greatest energy savings are achieved by keeping the temperature at a stable level. Large temperature changes require significant energy input to raise or lower the floor temperature, which is particularly inefficient with low-temperature heating. The TPI algorithms in Engo Controls devices minimize these fluctuations, directly translating into lower energy consumption.

      Summary:
      Precise control of underfloor heating using Engo Controls devices not only provides comfort but also allows for significant energy savings. Thanks to TPI algorithms and advanced control functions, users can enjoy the ideal temperature in their rooms without worrying about excessive heating costs.
  • 14. What is the difference between the Engo Smart app and the Salus Smart Home app?
    • Engo Smart and Salus Smart Home are applications designed to manage Smart Home systems, but they differ in several key aspects:

      Open vs. closed system:
      Engo Smart operates in an open system, meaning it supports devices working with the Zigbee 3.0 standard and products compatible with the Tuya cloud. This allows users to integrate a wide range of devices from different manufacturers, providing greater flexibility and the ability to customize the system to individual needs.

      In contrast, Salus Smart Home operates in a more closed ecosystem, meaning that integration with products from other manufacturers is limited and requires special programming work and agreements with the manufacturer. This means fewer integration options compared to Engo Smart.

      Ease of integration:
      Engo Smart allows easy addition of Zigbee 3.0 devices as well as those operating on the Tuya cloud, meaning the user can easily expand their system with new devices such as motion sensors, cameras, smart plugs, and many others.

      Salus Smart Home is more limited in terms of integration, which may make it difficult to add devices outside the Salus ecosystem.

      Versatility:
      Engo Smart supports both Zigbee and Wi-Fi devices, enabling flexible management of different types of devices and providing users with a wide range of functions.

      Salus Smart Home focuses mainly on products within its own system, which may limit the versatility of the system compared to Engo Smart.

      Summary:
      Engo Smart offers greater flexibility and the ability to integrate a variety of devices thanks to its open system, while Salus Smart Home is more closed and primarily limited to its own brand products, which may be a barrier for users looking for a versatile Smart Home solution.
  • 15. Do you have instructional videos for the products, and where are they available?
    • Yes, of course, we have instructional videos. They are available on our YouTube channel: ENGO Controls – simply search for the topic and product model you are interested in. If you have any uncertainties, feel free to contact our service department directly: +48 32 750 65 05
  • 16. Can you assist in selecting devices and provide help after installation?
    • Absolutely, YES! Our philosophy and value we offer are encapsulated in the slogan "PROŚCIUTKO!" (which translates to "SIMPLY!"). This means not only easy-to-install and operate products but also quick access to professional help. We warmly invite you to contact our technical department. We will definitely help, select the right devices, and provide the full support you need.
  • 17. What is the battery life in your controllers, and how long do they last?
    • It depends on the specific device, but all of them work for at least 1 year.
  • 18. What voice systems does Engo Smart work with?
    • Currently, our Engo Smart system integrates with voice assistants Alexa and Google Home.
  • 19. How much warranty do you provide?
    • Our company offers a 5-year warranty on most products, including all heating control devices. There is also the possibility of extending the warranty to 7 years by using our dedicated installer services.
  • 20. Where can your products be purchased?
    • We recommend purchasing our products directly from installers whom we train and support. Our installers have access to a wide range of distributors, most of whom keep our products on their shelves
  • 21. How many actuators can be connected to one zone in the control box?
    • You can connect up to 6 actuators to one heating zone. If your installation requires more actuators to be controlled by one thermostat, please contact our service department. We have simple solutions that can help you with this.
  • 22. Is it possible to add products from other manufacturers to the ENGO Smart app?
    • Yes, it is possible to add products from other manufacturers to the ENGO Smart app, provided that these products operate under the Zigbee 3.0 standard or are compatible with the Tuya cloud. ENGO Smart is an application operating in an open ecosystem, allowing for the integration of a wide range of devices from various manufacturers that meet these standards. This makes it easy for users to expand their smart home system with additional devices from different brands, as long as they support compatible communication protocols.

      For example, you can add smart lighting, motion sensors, cameras, or other accessories operating under these standards, increasing the functionality and customization of the ENGO Smart system.
  • 23. Which frames fit the E55? Table on the website
    • The list of frames is available on the website. The above link contains a PDF with a list of compatible frames from various manufacturers such as Simon, Berker, Legrand, and Hager.
  • 24. Can the range of Engo devices be strengthened?
    • Yes, the range of devices in the ENGO Smart system can be strengthened. Here are a few ways to do this:

      Adding a repeater:
      We have two types of repeaters: EREPEATER and EREPEATER-MOD. EREPEATER is a plug-in model that can be easily placed anywhere in the house, while EREPEATER-MOD is a mini version that can be discreetly hidden, for example, behind a 230V socket.

      Using devices that function as repeaters:
      In the case of devices operating under the Zigbee standard, almost any permanently powered device (e.g., smart lighting) can function as a repeater, allowing the signal to be transmitted to more distant devices, increasing the range of the entire network.

      Placing devices:
      Positioning devices in the right places can significantly improve the range. It is important that devices are not blocked by thick walls, metal objects, or other obstacles that can weaken the signal.

      Using an external antenna:
      Some gateways or devices, such as EGATE PRO from Engo, have an external antenna that significantly improves the Zigbee signal range, overcoming obstacles such as thick walls or large distances in a home or office.

      Adding additional gateways:
      In very large areas, adding additional Zigbee gateways can help expand the network range and ensure stable communication between devices.

      By using these methods, you can effectively increase the range of devices in your Smart Home system, enabling better and more reliable communication between them.
  • 25. can't add the controller to the app. How do I do it?
    • If you are having trouble configuring the system or connecting any device, we recommend contacting our technical department directly. We will definitely help solve the problem: Contact Engo Controls.
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BASIC TERMS

  • 1. Weekly and daily thermostat - basic differences.
    • A daily thermostat is a thermostat in which there is no possibility of creating a schedule, which means that once the temperature is set, it will be maintained until the user manually changes the settings. The weekly thermostat allows the creation of schedules, i.e. user has the possibility of programming different temperatures, depending on different hours (time intervals).
  • 2. What is the TPI algorithm?
    • The TPI algorithm, compared to hysteresis, works differently. It selects "a few or several minutes' time pulses" of switching the heating device on and off in such a way as to keep the room temperature closest to the set values. Even when the temperature has already been reached, it still reheats with pulses to keep the room comfortable. TPI (Time Proporcional and Integral) is an algorithm that has a simple memory in its software to "learn" how room temperatures are reached and maintained. It has a basic calculation capability: "works" with collected data and current temperatures and "predicts" how long heat must be delivered (heating must be on). It's a kind of an "intelligent control" in that the heat delivery takes as long as it takes to reach the set point and shuts down, increasing energy efficiency. TPI works according to cycles, the duration of which is measured in numbers per hour. During normal use, you'll see the thermostat running for a shorter time as it approaches the set temperature. When the set point is reached, the periods of operation become short in order to maintain the temperature. On the E10 thermostat, the TPI algorithm can be selected for a specific type of heating (underfloor, radiator or electric).
  • 3. Which wires should be used to connect the temperature thermostat to the boiler?
    • The connection of the thermostat to the boiler is made with a 2 x 0.5mm or 2 x 0.75mm two-wire cable.
  • 4. What is the external temperature sensor in the thermostat used for?
    • The external temperature sensor connected to the thermostat can be used in two ways. The first is to place it in the floor - it then protects the floor from overheating or overcooling. The second way is to place it in another room to relocate the measuring point. The thermostat then does not use the built-in sensor, but only the additional one.
  • 5. How to check the thread size of the valve insert on the manifold?
    • There are two standard sizes of valve insert threads on the market. These are M30 and M28 threads. Information on what kind of valve insert you have can be found in the manifold manufacturer's documents or can measured with a caliper.
  • 6. How many thermoelectric actuators can be maximally connected to each zone in the control box?
    • Each control box has a different number of inputs for connecting actuators. If there is a need to connect additional actuators, we allow a maximum of six connections per zone, for example, using electrical cubes.
  • 7. Can multiple receivers be used with a wireless thermostat?
    • If a given model of thermostat allows pairing additional receivers, there is no objection to using them. For example, there may be a need to simultaneously run a boiler and a circulating pump, which are in different locations, and there is no possibility to prepare cables between these devices.
  • 8. What are COM NO and NC contacts?
    • The NC and NO markings tell us what condition the contacts are in when, for example, the thermostat does not start working.

      The NO (normally open) contact is opened when the thermostat has no heating demand, and closes when there is a heating need.

      The NC (normally closed) contact is closed when the thermostat has no heat demand, and opens when there is a need for heating.
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SYSTEM SELECTION AND PURCHASE

  • 1. Where do I get help to select a device or heating control system?
    • For technical support regarding the selection or operation of equipment, please contact our Technical Department by email:support@engocontrols.com. You are also welcome to contact our region coordinators. A map showing the division by region is available here:
  • 2. What information is needed to efficiently select a device or control system?
    • In order to efficiently identify the appropriate control devices, we need basic information such as:
      - model and type of heating or cooling device (data from the nameplate);
      - for the control system of surface heating/cooling: the number of manifolds, the number of rooms;
      - control preferences: wired, wireless, with Internet support.
  • 3. Where can I purchase ENGO equipment?
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ENGO SMART

  • 1. Where can I download the ENGO Smart application?
    • The ENGO Smart app is available for Android and iOS mobile devices.
      For Android devices, you can download the app from the Play Store
      For iOS devices, you can download the app from the App Store
      Download the app
  • 2. Can one user have multiple ENGO Smart accounts?
    • The ENGO Smart account is connected to an e-mail address, which at the same time is the login to the account. In case you need to have several accounts, it is necessary to create them with different e-mail addresses.
  • 3. Can multiple people use the devices on one ENGO Smart account?
    • The ENGO Smart application allows you to create "access levels" for different people.
      The division is as follows: owner, user, guest.
      Access can be granted to all or selected devices and additionally, for example, time limited.
  • 4. Is the ENGO Smart application compatible with Tuya products from other manufacturers?
    • All Tuya branded products are compatible with the ENGO Smart application. At the same time, ENGO Controls devices can be used in other Tuya-supported applications without any problems.
  • 5. Are ENGO Controls products compatible with other Tuya applications?
    • You can use ENGO Controls devices in other Tuya-supported applications without any problem. All devices are compatible.
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COMPLAINTS

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