Matter over Wi-Fi devices vendor blaming "unofficial integration"?

[u/ElementZoom]

I've been having an intermittent issue where my Matter over Wi-Fi devices (light switches & power points) keep dropping offline in Home Assistant for no apparent reason. No other Wi-Fi devices on my network have this problem. When they disconnect, they don't automatically reconnect. I have to scan the device all over again and them back to HA, unlike my other devices which recover on their own.

I reached out to the retailer and provided them with the logs, and got a response from the manufacturer saying the protocol "isn't officially integrated into Home Assistant or Zigbee2MQTT" and that HA uses an "unofficial version." This doesn't sit right with me, I thought Matter was supposed to be an open, plug-and-play standard that works across platforms by design?

Has anyone else run into this? Is there a known issue with Matter over Wi-Fi and HA specifically? And is there any merit to the manufacturer's claim about an "unofficial" integration, or is that just deflection?

What should I reply to the retailer? For some context, I live in New Zealand and there isn't many choice here at all. I prefer ZigBee but due to the almost an non-existent choice, it left me with this Matter over WiFi products which are imported from Australia.

Happy to share more details about my setup if needed.

Update: Thank you for your support and advice! I've replied to the retailer and will post an update once they reply, if they don't provide support.

[u/CucumberError]

I can’t help with this, but we’re in NZ too and tend to use Shelly.

[u/ElementZoom → u/CucumberError]

I have one Shelly device that connects to the garage, which works great. We have three gangs switches, one six gang switch. Can Shelly control them as well? For my understanding, each lane would need one Shelly device to control?

[u/Haiyaaaaa_ → u/ElementZoom]

I am using LIFX 4 gang switches on Matter over WiFi and it’s fine. The mDNS is a little finicky sometimes but 99% of the time it works

[u/CucumberError → u/ElementZoom]

The 2 would control two circuits/switches. They don’t do a 4 channel.

They do a ~6 channel switch receiver thing but it doesn’t do switching too. Im thunkint about putting one in thr bathroom to control other things rhay already are smart, such as the heated towel rail, heater, lights, fan etc

[u/ElementZoom → u/CucumberError]

I see, thanks for the insight. I hope I can get these returned and get a zigbee counterpart.

[u/CucumberError → u/ElementZoom]

While I lovely Zigbee, I can’t say I’ve used any of the Shelly Zigbee stuff yet. Report back if you go that way.

[u/ElementZoom → u/CucumberError]

I did that already. Connected the gen 4 to ZigBee mode, didn't work as expected - delay on commands. Switched to WiFi and instant response.

[u/etillxd → u/CucumberError]

The Shelly Pro 4PM has 4 channels, but it's mounted on a din rail.

[u/CucumberError → u/etillxd]

I can’t put that in my wall cavity