Attention all SmartThings App and device owners. I am determined to make SmartThings know that they can’t take customers for granted. I would not recommend purchasing their devices or use their software under any condition.
Look to anyone but Samsung for your personal home security or smart home devices.
I purchased a great deal of hardware from their online site just under one year ago. I spent a small fortune as I didn’t want to pay a company for home security or monitoring so I opted for the do it yourself version.
Part of my purchase included the Samsung HD Camera Pro which worked absolutely fine for quite some time. It is SmartThings who changed something which they claim is on their "backend’ and the camera hasn’t worked within SmartThings for over a month. I have had several chats and emails with Jake, Jacob and Regina at their customer service and none have offered any help. They all claim there is a fix they are trying to accomplish but they can’t even guarantee a fix or an ETA on the fix.
Let me be clear, the camera is not defective, it works fine with the native app however, I made it clear I want a camera working from within my app, thats why I bought it all together. They have other cameras that they know are working but apparently not the SAMSUNG brand. Please keep in mind, it was working fine, they changed something on their end and now it isn’t working and they aren’t smart enough to change it back. Thats funny for a company called SmartThings.
I asked for a refund and they told me the warranty was only 30 days. I told them that I understand if the camera broke out of warranty but it didn’t break out of warranty, they changed something so that it doesn’t work. I also made it clear that I don’t want the money, I’ll gladly allow them to send me any working camera that works with their app.
What are they missing??? They created the problem, can’t offer a fix and make lame excuses for the problem.
Ironically, Regina, the agent who tried to help said we can’t offer a refund because we don’t sell that camera. I send her a copy of my receipt where they clearly did sell the camera along with everything else to me. Image that, they took that camera off their web store as they stopped selling it for some reason and she obviously didn’t even know they once sold it.
This is a BAD Company with BAD Customer Service and false promises with no assistance. Look elsewhere for home security needs. I was using MyFox prior to purchasing all the SmartThings products and MyFox actually worked great. I regret not sticking with them.
Run from Samsung…You will be disappointed.
I also intend to keep posting so buyers are informed.