This absolutely “cannot” be true (though of course I cannot dispute what you say you experienced).
Approximately 15% of all SmartThings Hubs are sold in the UK, and continue to be sold at that rate (I can arrive at that figure from extrapolating ActionTiles sales proportions and related data). It is an official market for the product. Unless SmartThings is silently trying to exit the UK market, it makes no sense that they would provide support far worse than in North America.
While SmartThings UK has a distinct marketing and support division from North American operations, they are still a part of “SmartThings Inc”, and surely Samsung SmartThings (which is working on global expansion) would not lower customer service expectations to the level you mention without an explanation. Am I out in left field, @Brad_ST?
We have lots of Customers in the UK. It distresses me to think that they are unable to receive SmartThings Support of a similar level of quality than in NA…