SmartThings email support is totally useless with only canned responses that might arrive in two weeks after repeated requests. It is unbelievable that they do not have a customer support number, which was not a problem when they had a responsible CHATLINE that is now “PERMANENTLY OFFLINE”.
I do not PERSONALLY buy the, “We are swamped and ramping up our Help desk staff” excuses that SmartThings has been peddling for over a year. Samsung is just using the SmartThings brand name for marketing in their home appliances.
IMHO, SmartThings is squeezing every last dollar from any new customer that is foolish enough to purchase their devices without checking on current feedback.
SmartThings has been over their heads with serious backend and device issues since they released the flawed V2 hub and resultant untested changes to their erratic backend/cloud. Once a good company when I purchased several years ago, they have now dropped to last place in all categories. Soon you will see articles tracking our dissatisfaction since blogs and PC Magazines are being flooded with complaints.
I have observed these same irresponsible management issues in SmartThings that other now dead (or almost dead) tech companies experienced before closing their doors, like Palm Pilot, Blackberry, AOL, Wang, Atari, Sun, Commodore International and Sega to name a few.