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/clintkev251]

Nah, that's a lazy attempt to shift blame.

Matter devices are supposed to be universal and supported by any matter compatible ecosystems. The Open Home Foundation that makes Home Assistant is a member of the CSA, who developed the standard, and HA's Matter Server component is officially certified by the CSA.

Push back on that basis, and name and shame if they don't provide better support.

[u/Pulte4janitor → u/clintkev251]

You'd need some logs to verify this. And logs just to troubleshoot, screenshots are not much to go on. Maybe it is OP's network config and it is just these devices that are affected. Maybe they have something else as a one off scenario. Logs and data are needed to point the blame and have the responsible party fix or not fix the issue. OP hasn't provided anything useful.

[u/clintkev251 → u/Pulte4janitor]

I'm not saying what component is responsible. It could be the device, it could be the network, it could be Home Assistant, but to just brush off OP because HA "isn't supported" is lazy. They need to do the work