Canadian owner - confused, frustrated and, honestly, furious

General Discussion
1

Hi everyone,

I don’t know where else to post this so here it goes.

I am Canadian and bought my SmartThings in November from staples Canada, a huge retailer here.

My hub has been working fine and I purchased it in prep to transition from wink. I’ve moved and have been procrastinating my transition but the most recent report from wink has ensured that this needs to happen sooner than later.

So I plugged my hub in and got prepared to make the switch… and that’s where the fun begins.

Basically the simple fact is the power supply died. Tested with a voltmeter and tested with a different PSU and confirmed the hub is fine, it’s just the power cable. But because of how the hubs work I did not want to use a non branded power supply as I’ve seen horror stories of the fires they can cause if they go bad.

So I contacted Samsung customer support. After being bounced around from phone to email to phone again, I got in touch with the Canadian support line who were so kind to inform me that because I did not purchase it from one of two exclusive retailers, one whose name I didn’t even recognize in the slightest, there is no warranty available on my hub.

It’s been a nightmare for the last 2 days. I need to switch over to ST, but I’m at a loss. The hubs are oos at the retailer I purchased from, and basically every retailer in Canada, so even if they can provide support, there’s nothing they can provide me with.

I can’t get recourse through my credit card because technically my hub is still under the 1 year manufacturer warranty which puts me in an impossible spot.

I can’t just buy a replacement power supply, I can’t get support and I’m literally stuck between a rock and a hard place.

I’ve tried to escalate this to the office of the president but I’m realistic and I expect that will lead me nowhere.

I don’t ever see myself purchasing anything from Samsung in the future after this, but at the end of the day I have a hub I spent good money on that I want to get working and I refuse to just let this kind of terrible customer support go without any action.

So if anyone has any suggestions or angles I can take to get this resolved I would be deeply appreciative.

Thanks.

2

Do you have a v2 hub or a v3 hub

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3

Have you contacted Staples?

4

I don’t know how it works in Canada. In the UK the contract is with the retailer. Explicit warranties are useful as sometimes it is quicker and easier to deal direct with the manufacturer, but they are essentially a bonus and don’t take away your basic rights and the implied warranty. It is not reasonable for the power supply to fail that quickly so it would be down to the retailer to sort out.

Do you not have any come back with Staples?

5

V3, the 2018 version

6

I have. The problem is even if they agree to replace things, they have no hubs in stock to replace it with. It still leaves me with nothing.

That said, I’ve discovered that I can add my locks to my ring alarm base, and I realized that the only devices I needed a hub for were my door locks.

Now that those are gone, I don’t really care. I don’t expect I’ll need a hub for anything in the near future.