I’ve updated the post in question. It was to a smaller group. In hindsight, maybe it should have gone to everyone. Though it does contain an offer of “white glove” service that we could not have extended to everyone.
Thanks for the reply Ben.
A lot of venting here, much of it by me. Sometimes it seems it’s the only way to get heard 
Please look into the lack of support turn around on locked/stuck Location removal. This is going to be crippling to some, less so to others, but it needs resolved. As I mentioned I was forced to create a new account in order to restore service to my home (without reverting).
I agree there can be benefits to starting over but I think we can agree that it’s not an excuse for the issues.
That said I can assure you that had I been able to “migrate” without the process failing due to the location removal bug I would have been much less upset. I also understand (and doubt many do) that a migration tool is a difficult animal due to the nature of Z-Wave and Zigbee devices.
Customers should not be left with their hubs stuck. How do I work on getting my unlocked considering that support is essentially unavailable?
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If you didn’t get the second email, you have fewer than 50 devices.
This is nothing more than being crushed by ticket volume. We normally are very prompt and we hate the delays in getting back to people as much as anyone.
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@Ben. I would just like to say it’s good to see you back on the forums replying after a few days out, was worried all these people forced SmartThings crew to go silent!
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I am intrigued by this. I can’t find this in any z-wave or zigbee documentation I have access to. Also, how could this work when battery powered devices don’t actively listen on their radios. And wouldn’t the device also have to support the command class? I don’t see how it could work at a transport/device level. Can you help me to understand?
During controller shift, the primary controller transfers all network information, including routing tables to the new controller. The new controller also assumes the HomeID and the NodeID of the primary controller. The ex-primary controller is assigned a new NodeID and becomes secondary. As far as the nodes are concerned, nothing have changed, so the devices whether battery powered or not are not affected by the controller shift.
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Sounds like a great feature. So what would the rationale be for leaving it out?
I never received an email about a migration tool. I wish I had. I am extremely frustrated with having to unpair and pair each device with the v2 hub. Also the v2 hub doesn’t seem to pick up brand new ST devices. Very frustrated with the process. Would not recommend upgrade to current owners.
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Received this email and emailed this VIP support address when I couldn’t delete my home location per instructions. I am glad that I went ahead and created a new location “HomeV2” and renamed the old “DeleteMe” as It’s now been 3 days since I emailed and I have received absolutely no response. Meanwhile, spammers haggle me everyday which makes me feel more VIP to them than SmartThings of which I’ve invested money.
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It’s now the 4th day for me and zero responses.
At this point now I’d just be happy with having my code reset but it seems even that won’t happen.
My two emails here are nearly 21 days old I’d guess without response. Its a fend for yourself scenario with big installs. Just stating for additional feedback regarding this special queue.
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Keep it civil please.
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When @slagle says listen! You have to listen… He was and is the calmest guy I have ever seen in the community! 
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I guess I’m spoiled by apple and google.
If you have been spoiled by google then your experience has been much better than mine 
I replaced under warranty a phone with a broken sensor with the identical model and it still took several hours to get the phone up and running like the old one. Most of the apps did not migrate, and of those that did I still needed to open them and reenter all the passwords. The screens I had arranged with apps in particular places; nope, none of that copied over.
At least there are tons of backup software you could have taken advantage of to get you back up and running within minutes. I’m still trying to recover to my original setup from v1 because of no backup/migration utility.
They have now responded and deleted my V1 location, which I had renamed to “DeleteMe”. My V2 location is still fine and I have now renamed it from HomeV2 to Home. Response time 5 days, of course I submitted on a Sunday night so in reality and to be fair it has been 4 business days.
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They got out the minimum viable product and worked to the end to do it. That’s where they were.
Don’t migrate now. It takes time and usage to learn the best migration patterns.
Move one or two pieces over and play with it. And, read all the information here about migration first.
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There is no scenario where anyone can successfully justify the v2 launch as anything but a complete failure in customer service.
Let’s examine a few points.
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The ST platform has basically one function. To make things easier for the end users. It’s in the cloud to enable compatibility, ease of use, and portability. Nothing about the v2 upgrade process is even remotely similar to the vision and values of the product line.
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Saying you’d be punishing people by not letting them buy your product earlier is a complete straw man argument. Day one of the v2 design meetings must have included conversations about upgrading. That could have been scoped and planned for immediately and therefore available at launch as a must have feature. Someone should have had the presence of mind to put their foot down on intentionally releasing such a terrible upgrade path.
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What communication there was was neither clear nor prominent. It’s very clear that we all had different experiences in this regard. In my case, at best, a single sentence indicating reconnecting devices was sent out, but it was not designed to be understood nor serve as a warning. No indication as to the manual nature of the set up process was given at any time. I never received an email from Ben and there were no upgrade instructions in the package. As a Kickstarter backer, I’ve been on the platform since before consumer release. I was specifically marketed to with an incentive to upgrade, when in fact, I should have been told to not upgrade until v2 was complete.
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Comcast is worse? What kind of an argument is that? Getting mauled by a bear would be worse then dealing with comcast, but I don’t sit on hold counting my blessings that I’m not wrestling a grizzly. ST themselves set a high customer service bar and they decided to ignore it.
Frankly, I’m tired of apologizing to my friends who I had convinced to join the ST community. ST demonstrated no regard for my trust and faith in the product, brand and people.
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Are you referring to the small initial base of customers who believed in their product and invested in their Kickstarter campaign before they barely even existed?
Yeah, who needs that group of suckers anymore.