Before you purchase anything from this company, you should know what to expect from their customer service. You can see it all at this link: Honeywell Lyric T5 thermostat
In December 2016, several customers inquired as to the compatibility of the Honeywell Lyric T5 thermostat with SmartThings. Later that same month, a SmartThings rep (Chris) told these users that they could expect integration in “the first part of 2017”.
Then, from Dec 2016 through April 2017, it was radio silence from SmartThings. Despite many, many customers posting and asking what ever happened to the promised integration - we got nothing, totally ignored by ST and all ST staff. Finally, in April 2017, another ST rep (Tyler) posted and simply said “there is no update on this”.
I’m sorry but…are you kidding me? You promise something in “the first part of 2017”, don’t deliver on it, keep your customers in the dark for months despite repeated requests for updates, and then at the end of all that you won’t even provide an update? That is completely unacceptable customer service.
Not only is it awful customer service, it’s also rude. Look - I get that not every project is finished on time, there are hiccups, etc. No one is asking this company to be perfect. But if you promise something, and there are hiccups…the least you can do is communicate what is going on. Things only got worse from there…
As many other customers on the thread pointed out - this dismissiveness from ST staff belittles us as customers. We are all adults here, there is no reason they can’t give us an actual update (i.e. “we’ve had to put this on the backburner because of reasons XYZ”). But simply saying “no update” - do you not think we are capable of understanding the update? Why don’t you try us? It’s not as though this is some top secret project, or that somehow this integration project mystically disappeared. No. It’s a project, it has a status tracker, it has documentation - and you could treat us like adults and explain what that update is, if you actually valued your customers like adults. Instead, you seem to think we’re beneath you, unable to understand, and that it’s okay to blow us off. Just now - the most recent post from Tyler literally says “there is no update, best of luck”. Talk about dismissive - is there any way to blow off a customer worse than that?
For the record – it is not okay to blow us off. It is not okay to blow off 20+ (26 to be exact) customers. TWENTY SIX PAYING CUSTOMERS - customers who have spent money with your company and are the reason you have a job - are not deserving of a meaningful response, according to ST staff.
What makes this even worse - people make decisions based on the information you post. I was on the fence about buying a Lyric T5, because I read online that the geofencing functionality doesn’t work consistently. So, I did a Google search, found the forum linked above, and figured I’d go ahead and buy it anyway because ST could handle the geofencing. Now, like many users, I’m just dealing with the inconsistent geofencing because there is no ST integration. The point of all this is - you can’t just lie to people. You can’t just post things that are blatantly untrue. People actually make decisions off of this.
I have invested heavily in ST. Not including the thermostat ($150), I’ve spent about $760 on SmartThings equipment. You would think that a company you invest that much with would treat you at least slightly better than dirt. But apparently not.
If this is the type of customer service experience you want in exchange for your hard-earned money, you should buy SmartThings.