Is there a support escalation process?

[JDRoberts]

@pswired

Just wondering if there’s an official process to escalate support tickets that don’t seem to be getting any traction. I’ve had a ticket open for 12 days now for a ST motion sensor that died after the OTA firmware update release came out. Support has had me factory reset the sensor 5 times so far, and unless they’re doing something in the background that I’m unaware of, they’ll be asking me to keep resetting it until I give up and stop bothering them about it. Help?

I’m sure that’s very frustrating. Usually @slagle or @aaron Will notice common problems in the forums and will start an escalation process.

In this particular case, there’s one already underway. See the following thread, and ask the support person you’ve been working with to add you to the ticket number mentioned in the following post. That’s receiving escalated attention, so you should get notification of any fixes ithat get put into place.

Hub Firmware Release Notes - OTA - 16.9 - V2

Please email support@smartthings.com with your issue, AND reference my ticket #286581. That’s a temporary fix. Eventually the same device may drop again, or another one drops to take its’ place.