Yes… I’ve raised my concerns and suggestions about how SmartThings Support has the potential to exceed the overall high recommendations it gets (except for certain crunch times when they’ve had substantial delays due to lack of trained resources) to Ben and management of the area (Ryan and Tyler1).
The discussion with Ben was not particularly cordial, but I hope we ended with mutual respect for each others’ candor. Hence I’m not tagging him or the others because, well, I doubt either of us would find it productive. We agreed to disagree.
I specifically was interested in the “follow-up” situations you express. For workflow reasons (not necessarily “good ones”, but that is not my area of expertise), SmartThings marks tickets as “Resolved” whenever they have provided even the barest of responses, even those that clearly have follow-up requirements or follow-up opportunities. Ryan and Tyler1 explained that they a have a secondary process in place to ensure the follow-ups occur. Indeed, perhaps because I’m a squeaky wheel, I have received follow-ups, but I’m not a particularly large sample set … I’ve only opened … 3? … tickets since that new commitment was put in place.
SmartThings has support that exceeds the quality of many vendors; but it is far from optimal for all but a small set of basic scenarios. I’m somewhat confident that the types of problems reported by the average consumer are handled well. Hence I’d rather focus on getting some advance support resources (developer support and more channels to 2nd and 3rd level support).