How The Heck Does Someone Get Support These Days For SmartThings?

General Discussion
1

I was able to get a ticket opened, but the email containing the ticket was sent from an unattended email address.

help@apps-support-samsung.com

So no way for me to reply to the email with the additional information that i was asked to provide.

2

tagging @nayelyz @Itati

3

Hi @fergyr

Can you try opening a new report saying it’s a follow up to your previous one and mention you don’t get a way to reply to them, please? Sorry but we don’t have direct communication with them

4

I can try that, happy to…

What is the URL for doing so?

Im asking for the URL in case i used a less than ideal one the 1st time around…Samsung is a huge company…maybe I landed in a less than ideal support tree.

5

You can contact them by following any of these paths:

From the ST app

  1. Open the SmartThings app
  2. Go to the menu tab at the bottom-right corner.
  3. On this page, select the option “contact us” and then go to “Error reports”
  4. Select the topic related to your issue and follow the steps to submit your support request

Through the SmartThings Web page

  1. Enter this page
  2. Select the topic that is more accurate for your case
  3. Follow the steps presented to submit your support request
2 Likes
6

I’ve had a similar situation recently, where they asked a question, and I couldn’t respond! The email just bounced back. I need to open a new ticket every time I want to respond?

7

Hi @Wajo357
I asked my team, and they mentioned that we shouldn’t reply to that email directly—there should be a link in the email where you can respond. However, users have reported that they don’t see the link. The team is already aware of this issue.

For now, the solution would be to open a new ticket and mention that it is a continuation of the previous one.

2 Likes
8

Making a new ticket, just to respond, doesn’t work since they just read from a script for the first response. Let me know when I can respond like a normal conversation.