To be honest, I have not had the same issues that you have had. But, I did recently get the Cree Bulbs, and they are a pain to get working with any System, The problem is Cree there or possibly network interference from local Wi-Fi Hubs. Being IT I am sure you understand how that can happen. I know that the lock works, as I have used that with a friend, I am assuming that you have something setup that is opening on the lock like a Hello Home action. Do you use presence sensors for lock or security operation? If so, you may want to re-think that due to the cloud nature of ST and how ST handles the presence detection.
As for the support issue. What happens when you send an email direction to Support@smarthings.com?