I sent them an email saying I Never received the email or code for a V1 hub I bought 7 years ago. They said send them a pic of hub PLUS proof of purchase? Seriously, they can see I’ve been using this for 7 years. Picture is no problem but I have no clue where my receipt is.
Unbeliveable…
Well, I’ve had ST ADT hub and several devices for just over a year, received the email and offer. I have been in contact with them, and after several back and forth, they have given me a refund quote of over $600. I was also provided with a return label to send the equipment back. I will be doing this next week and will see how the refund process goes…
The emails are a little slow but they do respond, hopeful the refund will actually arrive!
Hi @alik, I just have a regular ST V1 hub which I’ve been using since 2015.
@mcvoss Because I had purchased mine via Amazon, I was able to pull up the invoice from six year ago. So I went ahead and included it in my response to ST support. But they never actually asked for it, and it is correct that your hub ID, creation date and hardware version are all listed in the ST API.
Support responded to my initial email about not getting the discount code within 24 hours. I received my discount code about a week after replying to the support request for a picture of the hub.
With a little back and forth with support today, they were quick to respond, They requested a pic of the Hub w/ serial # and said they would see what they could do. A couple hours later they sent me the code.
Overall I think support did a good job.
Michael
Which email address did you send to, to contact them?
The support email address Nathan posted a few messages back:
Michael
When I submitted my ticket, I only submitted the invoice of starter kit. I sent support@smartthings.com all receipts in one pdf. So far, I have not seen any updates on my ticket. How long did you all need to wait after you submitted the additional receipts?
No updates here either. Send an email to support and received an initial – extremely unhelpful answer. Subsequent emails have gone unanswered.
Do they really think that treating customers, especially early adopters who helped drive the growth of the platform, like that will help convince them to keep investing in it?
I reached out to Support 2 days ago, received a response, sent picture of hub yesterday and received code 2 hours later. I never submitted a receipt because I did not keep it from 7 years ago. I bought the original hub from Smartthings.
They originally requested a receipt, see my prior message.
March 9: emailed support via smartthings.com contact page to get discount code
March 10: support requested additional information including photo of hub
March 17: received code from smartthings, ordered replacement hub
March 22: received replacement hub from smartestthings.com
Not bad response considering the scale of emails and calls they must be getting.
Next: on Wednesday will attempt to make the transfer to the new hub. We’ll see how that goes.
i believe you mean The Smartest House
Yes. that was a typo on my part. Thanks for catching that so quickly.
This is so frustrating. I use the ADT hub for my business. Great for each employee has a code. Has an actual display and warning like a real security system. Used it for 4 years. Difficulty of getting a refund is one thing. Replacing it with a complemental system is another.
Is there any systems that are similar?
There are some to consider. Do you just need the security features or are you also using the home automation?
I imagine ADT would probably recommend ADT blue, which is their own DIY security system now. no contract required.
Ring has topped most critic’s rating lists for inexpensive home security, I don’t know how well it would work for a business.
Simplisafe remains very popular for both homes and small businesses.
So all the usual suspects in that category. 
Abode is also worth looking at if you want home automation as well, and it will work with many of the same Z wave and Zigbee Devices that smartthings does. However it does require A monthly fee if you want home automation rules. It has a nice app, though, and is one of the few that let you fully automate based on Geopresence.
All of that said, however, the SmartThings/ADT dual logo system was only introduced 3 1/2 years ago and most people didn’t buy it until early 2018 at the soonest. So are we talking about the same system?
Samsung just completed my refund of an ADT hub and 50+ sensors. I’m very pleased with how easy the process was. I received text message updates throughout and thought the refund amount was more than fair.
March 18th: I requested refund on my devices. I purchased all of the components online, so I was able to provide receipts from Best Buy, Lowes on Amazon. I was quoted around $1000 for my ADT hub and 50+ sensors. I purchased everything during the ADT Smartthings fire sale in 2019 (when door sensors were $5), so I thought this quoted amount was too good to be true. I was provided a pre-paid shipping label to return the devices.
March 22ish: Samsung called me to confirm my refund and said that I would get ~$45 for my hub plus sensor value for a total of $1000. I entered direct deposit details on the Samsung website.
March 24th: I shipped the items back
April 1st: Text message: Your refund request has been approved.
April 6th: Text message: Refund amount…is being prepared for delivery.
April 8th: Text message: Your refund has been paid via direct deposit
April 10th: Around $1000 was deposited in my bank account. This ended up being more than I originally paid for all of the sensors + hub.
It looks like LOTS of older sensors will no longer work with the new Hub.I can’t make my old motion sensor (STSS-IRM-001), old multi-purpose sensor (STSS-MULTI-001), or my older Hue Bridge work with the new Aeotec hub. Grr…
i would think the first two would work. the older hue bridge (depending on version) i would not expect to work.
were you using any custom device handlers or stock ST device handlers? did you reset them?