I just received two emails for two different tickets submitted back in mid-September. Here is what they say: I sincerely apologize for the delayed response! We’ve been swamped with new emails lately and in an attempt to answer everyone’s new questions, we’ve missed a few older replies. That’s sti…

There is another irritating practice that ST support has. Closing tickets for “known issues”. Been playing tag on several issues. I open a ticket, they respond confirming that there is a ‘known bug’ and fixes are coming. I respond asking them to keep the ticket open while the issues are not fixed, b…

Duplicate Topic… [image] Why is support closing tickets without resolution? General Discussion I guess now I understand why support is silent…Ticket “solved”?!? How, when? I would like to know how this issue was “resolved” without even reaching out to the customer… [ima…

Good try…:smile: different issue, different topic though…That was indeed a duplicate kind of request, this is different kind of practice. There is no other open ticket for the ticket that was closed…

Hey Bago, Just to shed some light to your first question : The support team asks if they can take a look at your logs, just for respect and an element of privacy. Some people asks questions, not wanting the team to look into it further, but for an explanation. Imagine going to your doctor for an …

You’re right Bobby. I agree that it’s not actually intuitive for “solved”. “solved” doesn’t encompass the actual issue being solved, but the initial problem being “resolved”, by support team member doing everything they can- then escalate to engineers. Think interface wise, it’s a limitation with …

I see your point. I hope you see mine. My issue is a valid point too. My doctor wouldn’t wait 8 weeks.

That’s totally true. I have no explanation or visibility as to why for that. I did, however, share that back up to support team. :slight_smile: Thanks for your patience, at least.

Well said. I really appreciate your feedback. The only reason I brought this up, is that I’ve had other tickets that were escalated and I didn’t get any notifications when the bugs were resolved. No one is perfect and we all can see that you guys are trying hard, and certainly moving in the right di…

There’s a shift at some point at any company, where they have to start using terms that is more customer focused, and think “is this actually for us, or is that phrasing customer facing?” and evaluate processes and wording, etc. I’d like to still say we’re kind of in that awkward teenager phase, (i…

[image] SBDOBRESCU: The only reason I brought this up, is that I’ve had other tickets that were escalated and I didn’t get any notifications when the bugs were resolved. @tyler1 Tyler (VP Operations) promised to remedy this part of their process months ago (Feb 2015). Guess everything at Smar…

Customer Service (Delayed)

General Discussion

tgauchat (ActionTiles.com co-founder Terry @ActionTiles; GitHub: @cosmicpuppy) November 15, 2015, 10:52pm 3

Duplicate Topic…

Topic		Replies	Views
Why is support closing tickets without resolution? General Discussion	17	5069	October 30, 2015
To ST support staff General Discussion	7	1665	September 9, 2015
ST Support Expectations General Discussion uncategorized	38	4826	May 14, 2015
ST Tech Support General Discussion	10	1537	May 24, 2016
SmartThings Support Email and Chat Response Times General Discussion support	17	4082	November 26, 2015

Customer Service (Delayed)

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