My V2 Hub was DOA (batteries leaked inside the hub) and Smartthings customer support has ignored my support request for 2 weeks now. I have sent multiple e-mails with no luck. Their online chat is never operational even during regular business hours and it always says to just send an e-mail. I’m an IT manager and have dealt with hundreds of customer support teams and I can honestly say this is the worst customer service infrastructure I have ever seen. I’ve spent over a thousand dollars on Smartthings devices and I’m ready to call AmEx to file a warranty fraud claim.
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We are starting to see more of these complaints. ST has always had technical challenges, but their support used to be great and now even that has slipped. Their upper management has been very inactive in the community and I am a little concerned at this point about the future of Smartthings. I am tagging some ST folks as maybe someone can address your issue, as well as the overall poor support response times others are getting. @Tyler @April @alex
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Can you send me the ticket number in a PM
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I submitted my first two tickets a couple days ago and haven’t heard a response either. One of them seems to have cleared itself up, but there isn’t a way to delete it or close it. Kinda sad that the recommendation on the forums from both fellow users and ST employees is to always submit a ticket, yet the tickets seem to go into a black hole. Oh well.
When there is a will, there is a way! 
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I don’t see a method to send a private message on this website.
Look to the far left of my post and click on the thumbnail of my image. A popup will appear with the option to Message.
Your link takes me to a login screen. My IDE credentials don’t work for it and I don’t see anywhere to create a login
I’ve always wondered about that… My regular SmartThings login works and has always worked; but I don’t recall ever creating an Account for Support.
I guess it will take an email to Support to ask how? 
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I agree that the responsiveness of ST customer support has dropped off quite a bit recently. Very frustrating.
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