Customer support phone number

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.

Do you have any idea how much it costs to answer the phone? Per call? And this to support a service that is free. Makes no sense.

I think the real purpose of support isn’t to help the user, it’s to provide a feedback mechanism for ST to know what are the hot issues.

Not good, but how the heck would you do it? Have you noticed that call in support for big companies like cellular, phone, cable, etc. are all pretty much worthless? You can be on hold for 30 minutes, start explaining your issue to a CSR for 10 minutes, get the runaround, and then get the call disconnected mysteriously. Rinse, repeat…

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They should have clearly stated that this product is for hobbiest.

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I will give them time but looks like will return everything.

@bravenel There are so many GREAT companies that FREELY offer phone support along with responsible other means of support, like Chat Lines, Email, HTTP, etc.

SmartThings AVOIDS their customers with emails that goes into the bit bucket. If you haven’t tested that in the last year, just send an email to support@smartthings.com and place “Urgent: Hub Not Responding” in the Subject Tag line and see what that gets you. In my last 4 attempts, I have YET TO RECEIVE ANY HUMAN RESPONSE.

Cost of Support, come on, are you really going to throw that one in the heap of excuses? Let’s see, perhaps you can name a few tech companies that DO NOT OFFER TIMELY SUPPORT to my list, Fitbit, Netgear, D-Link, Apple, Dell, TWC, Comcast, LG, Sony, WD, Ecobee, and the list goes on…

By the way, the Huffington Post 8/13/2013 reported the following:

“After repeated consumers called Samsung “the worst customer service ever,” the electronics retailer made a serious investment in improving its reputation. In the last year, the company has wooed customers back by launching a worldwide customer service campaign and offering a free app that provides online support, troubleshooting guides, and how-to videos you can take anywhere.”

Perhaps it will take a few years of complaining for SmartThings to get on par with their new parent.

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See this post from @Tyler

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I saw the quick unsubstantiated reply, but it is completely inaccurate and you should know it being on this members forum as much as I am seeking any thread of support for the broken scheduler that is causing so many headaches.

Yea, scheduling is messed up. It has been messed up for quite some time. Nothing new there. It’s been broken long enough that people have found work-arounds that work more or less, but not perfectly. Not good.

Yes, and a broken scheduler where customers usually have to delete and start over is quite a workaround that I would be happy to do occasionally, but not when it happens weekly on critical routines in my house, like HVAC, Door Lock Security, Garage Door Open/Close, Presence, Modes, Sunset/Sunrise, etc…

I am very disappointed in SmartThings, and this is NOT MY USUAL OPERATING MODE. I have been reduced to using SmartThings V2 hub for non essential processing, like lights or status on contact switches. This was not my desire, nor was it the way it started two years ago when I had a perfectly oiled working system.

My family is completely disappointed as well with home automation since false alarms and routines not working is the norm.

ST is not usable as a security system. Throw away, or put on a shelf, your siren.

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Will try Wink. Looks good. And its only 50$

There were plenty of problems before then, actually, but this is a great case study of how a sincere attempt to make things better (with hundreds or even thousands of pent-up Customer demands…), unfortunately made the situation much worse. Execution flaw, or was it a hopeless situation to be begin with?

This theory is bouncing around. I’m beginning to think it has validity. If true, then it’s a really poor joke on the hardworking folks at SmartThings.

I’m not holding my breath … but I don’t hesitate to direct folks to contribute to the Topic that I opened a while back on this. The lack of negative press for SmartThings is either easy to explain or inexplicable, depending on your view of the state of gadget journalism, I guess…

I really encourage folks to try to keep the following Topic alive:

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Well… that’s actually excellent Customer Service. Give “Charlie” a raise.

I’m not being sarcastic. Good job, Nikita in insisting on a full refund.

Meanwhile… Unfortunately, I doubt Wink will be much better “overall”, but it might fit your particular needs.

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At least Wink has customer support phone number. Looking at comments in app store - it works (phone number)!

"SmartThings looks like the better fit for more tech-minded users.

Wink, on the other hand, clearly seems to be geared more towards mainstream smart home novices." - from CNET.

I just dont have time to figure out how dismiss alarms without documentation. I couldnt find link on smartthings documentation for removing alarms. And this https://uid:pwd@graph.api.smartthings.com/api/smartapps/installations/{}/dismissIncident?name=Security didnt work unfortunately.

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I changed everything over to rule machine , now everything works I haven’t had one problem yet :slight_smile: hopefully it will stay that way. When I was using the Smartthings apps it worked only 50% of the time.

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Slightly off Topic, but personally I prefer email that way I can include all the details of the problem and trace the responses in case I need to escalate.

Netflix went in the opposite direction and has zero email and chat support options (though they do follow Twitter…). I lost my entire queue and ratings history because I suspended my account for just under 10 months (based on the end of the payment period… long story), but a phone call only confirmed they could or would not fix it. There’s no way to escalate.

In the case of most vendors, I much prefer email over phone support – unless, of course, email takes longer than 24 hours for a response to a “normal” or higher priority issue.

I would be a little hesitant on Wink. I was about to switch over but they just filed for Bankruptcy and may not be around much longer.

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I do like email as well, I sent emails twice already and got nothing. Two tickets.

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Did you get the automated response? If not, you may have spam issues.

If samsung wouldnt purchase smartthings they would’ve probably file as well.

Flextronics picked up Wink hub, they are original manufacturer.

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