Not wanting to beat a dead horse, but ST customer service is more and more terrible, and I wish the company would take note and do something about it. I’ve had three interactions with them for different issues lately, and in 2 out of 3 I gave up after lengthy discussions because they don’t care or don’t seem to understand the problem. And I’m pretty sure that wasn’t up to my lack of providing enough context (I was very detailed with my description and even sent in screenshots and screen recordings of my interactions - over and over).
Latest example (related to a recent migration which managed to delete a bunch of scenes and automations), paraphrased:
me: I had some automations disappear. Here’s the related community thread [provided link], seems to be a known problem, recommendation is to reach out to you to get them re-instated. So that’s what I’m doing now. Can you help please?
CS: what are the names?
me: I don’t know what the names are. They are gone. What can we do about it?
CS: I’m glad the problem is resolved.
me: Sorry the problem is not resolved. Please re-instate what your system deleted.
CS: What are the names of the automations that are missing? Please provide logs through the app and mention ticket number.
me: You’re joking - I already told you they’re gone so I can not tell you the exact names! I uploaded logs as you requested. What are the next steps?
CS: It seems the problem is resolved. If you still have issues, what are the names, and here’s how to provide logs.
me: [some maybe unkind but not rude expression of frustration about not listening to customers and that I intend to consider this matter closed and I’ll just try to do it myself]
CS: [direct quote] I apologize for the inconvenience caused to you. I can understand your concern. I am really sorry to ask for logs because to find the root cause of the issue those are mandatory. We didn’t receive any logs that’s the reason we are requesting.
Each one of these is a separate email, and another thread I had had a lot more back and forth. I truly wish they treated their customers better and showed more interest in actually trying to solve problems. This sort of communication creates the impression that they don’t even bother reading the emails/history and just scan for some key words to copy & paste a specific blurb back into the response. This is not how you establish trust into the product.
Fortunately there are capable employees that sometimes pick up on issues and engage in a productive conversation (kudos for that!) through the community forums. I wish the regular customer service would showcase a similar level of care.
If anyone has any suggestions on how to bring this to the attention of someone who cares or can actually do something about this please let me know.