The USA side of SmartThings seems to be ok, but i’m only a fairly new user so i will be the first to admit i dont know a whole lot about SmartThings. As a consumer i’ve bought over $50k worth of stuff from Samsung over the years but never required their support. But thats funny they asked where the virtual switch was bought from lol.
Unfortunately it seems like they sell the product in Australia but dont support it. This is from Samsung US:
We are really sorry for the experience you had and I can understand how annoying it is to write for different departments in countries.
But there is really nothing we can do from our end as you are based on Australia and trying to connect things outside of United States Of America. There are no enough resources and information to offer you the need support.
Please refer to the contact details below, they might redirect you to the appropriate department.
9am - 9pm Eastern Time,
Monday - Saturday (US)
11am - 8pm Eastern Time,
Monday - Saturday (Canada)
We regret the inconvenience caused.
Samsung SmartThings Support.
But nobody at Samsung seem to know anything about SmartThings. So i just wanted to let people in Australia know before going down a rabbit hole and investing heavily in SmartThings that automating a whole house may not be a wise move with no support.
Regarding why i contacted them. My wife had a Samsung phone and account for years, so when we got the hub i naturally registered it to her existing account.
After learning of presence detection and being able to perform automations if one or both of us are at home i created a Samsung account and wanted to move the hub to my account and just add her as a member because she knows nothing about ST or automation. I cant find any way to do this myself but apparently ST support is able to do it.
Second is trying to get video to display from my Ring floodlight camera as it’s listed as supported on Samsungs website. It pairs, i can turn the light on/off and it registers motion but wont show video. Even on my brand new Samsung Q90R TV with SmartThings built in it wont display video.