Project Information & Frequently Asked Questions

This information and the form links below have been assembled to facilitate working with Gizmo
Custom Systems through the course of your installation and the life of your system.

 

Scheduling & Project Timeline

Gizmo operates Mon - Fri, 830AM - 5PM - except major holidays. See "After Hours Support" section below for help outside business hours.

For long term projects the best rule of thumb is to provide at least 1 month's notice when scheduling your next phase of work with Gizmo.

Across your project the 3 most important timing events to track are:

1) Gizmo's low voltage pre-wire - which is usually right after the high voltage electrician has roughed in wire and fixtures
2) Trim Out - which is after your walls are painted when Gizmo will fill holes in walls with jacks, speakers, etc
3) Final Installation - when your components are installed, integrated & programmed.
 
 

Project Design & Documentation

Your project designer is responsible for defining the system components and their locations as well as documenting these selections and other project notes for execution by the installation team.  Some projects with higher degrees of architectural integration require extended coordination, meetings and design resources to accomplish the project goals for which our standard hourly fees apply.  

 

Your Lead Installer & Programmer

Your project's lead installer is responsible for taking your system's design and bringing it to life.  Your crew will vary based on phases of work, but your lead installer is the key point of contact on all matters of construction and how system components will intersect with your architecture.  With Gizmo, your lead installer is also your lead programmer so nothing gets lost in translation between the installation and programming phases.

 

Additions, Changes & Returns

It is normal for the equipment lineup to change over the course of your project due to new product releases, project additions and other adjustments from the original scope of work.  For that reason components are ordered on an as-needed basis and are confirmed and paid for prior to ordering.  Please note equipment that is returned to Gizmo incurs a minimum 20% restocking fee.  Please see your project terms for additional specifics on your project's change order procedures.

 

Payment Timeline 

The general payment flow in a given project starts with a nominal deposit, then hardware/materials paid for at time of ordering and labor billed at key completion milestones. Generally the two most significant billing junctures are the main hardware order for your project and the final progress billing. Please note credit card payments are accepted but carry a 2.5% fee on transactions exceeding $1,000.
 

Labor Billings & Labor Credit Requests

By nature of the Gizmo team reconciling 30+ disparate systems into a single app and system, our labor agreements are structured as billed 'actual hours' rather than based on estimates.  We also recognize some exceptions to this rule are justified when significant time losses occur that are outside the normal progression of a project.  When that is the case and we recognize it, we automatically include a suitable labor discount in a subsequent progress billing.  If we've missed such a situation and you feel it should be given consideration for a credit, please don't hesitate to bring it to our attention.  The form below is intended to make that request easy to submit.

Click here to submit a labor credit request
  
 

Warranty & Settling in Period

While the system's settling in period varies by the scope and size of project, system settling issues are an expected part of the process and can take a few weeks to a few months to run their course after installation.  Please don't interpret this as a faulty system, but rather a normal process by which sophisticated, disparate systems find an equilibrium in a shared resource environment.  Settling issues fall under warranty with no service fees and diminish over time, but occasional failures are unavoidable in the long run.  See your project terms for your project's specific warranty period.
 
 

Optional Monthly Monitoring & Service Plans

In conjunction with the standard equipment and labor warranties included in your system, monthly plans starting at $39 allow for remote Gizmo support & updates. $59 and up plans include 24/7/365 support through our after-hours support partner firm, Parasol. Along with covering your system's predictable support needs, these plans also cover programming customizations and ongoing software updates that are part and parcel of today's smart home systems.

Click here to review monthly plan options and subscribe
 
 

Off-Plan & Out of Warranty Service Fees

Off-plan customers are billed a $39 incident fee for remote support and customization requests up to 15 minutes, and $25 per 15 minutes thereafter.

Standard onsite service rates are posted below for out-of-warranty service requiring a site visit.  

Lead Technician, $150/hr.  Assisting Jr. Tech(s), $45/hr.    

 

What To Do When You Need System Support or Programming Customizations

System glitches will come up and are usually resolved by unplugging or switching off power to the affected component(s), which we'll often direct you to or trigger remotely.  When you're not sure how to resolve a given issue or you need a programming customization, the best first step is to fill out our service request form.  This puts your service needs on the radar of all key Gizmo personnel and is especially helpful if your normal Gizmo point of contact is on vacation or out sick.  

This form lives on our CONTACT US page - which you can always jump to using the navigation button at top right of our website so its easy to find.

Click here to submit a service request
 
 

What To Do When You Need After-Hours Support (Monthly Plan Members Only)

After-hours & holiday support is only available to monthly plan subscribers through Parasol, our partner support firm.  Parasol can access many the remote reset tools Gizmo has available to restore key components in your home system 24/7/365.  When needed you'll contact Parasol using the options below.
After-Hours Support Email: gizmo@residential.zendesk.com
Support Chat: http://chat.getparasol.com
Support via Phone** & Text Chat: 310-692-7895

**Live phone support is only available to "Plus", "Premiere" & "Elite" membership tiers.  "Essentials" plan limited to text/chat/email.
 
 

What Else You Should Know

Like any great undertaking this journey will have its highs and lows. We have a 20-year track record of delivering stunning, lasting, magical results - and efficiently overcoming challenges is coded into our DNA. Please don't hesitate to reach out if there is anything we can do to improve your smart home experience. Its important to us that everyone in our ecosystem feel well taken care of from customers to industry partners to employees - we forever seek win-wins along the path to making homes smart.  Please feel free to drop a suggestion into our suggestion box anytime.

Schedule a Consultation

Reserve a free, no-obligation consultation with us by filling out the form below. We’ll contact you shortly.

Contact Our Team Directly

 

Los Angeles Headquarters

2035 Westwood Blvd
Los Angeles, CA 90025

 

Marin & San Francisco Area Branch

 

Orange County Branch

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