SmartThings Support Email and Chat Response Times

[tgauchat (ActionTiles.com co-founder Terry @ActionTiles; GitHub: @cosmicpuppy)]

@kurtsanders

I would rather they state that your email will be answered in 24-48 hours and stick to that estimate.

I don’t interact with tech support very often. I have a 50/50 opinion of them… Always well-intentioned service, but, well, the “road to hell … etc.”.

What you might find interesting is that we’ve been told that their customer feedback (which I think is based solely on a “yes/no – satisfied/unsatisfied” survey question post-ticket marked "Resolved…), rates SmartThings Tech Support at 98% Customer Satisfaction.

Reference this linked posting and overall thread, which is essentially redundant with the current Topic:

ST Support Expectations

@craig - Tyler from support here (not to be confused with community hero @tyler). Hate to see posts like this, but appreciate you laying it out and asking for our POV. Here are my thoughts: tl;dr - We hear you, and I think we’re already taking some steps to alleviate your pain. I/we take this type of feedback to heart, and promise it’s not falling on deaf ears. I had a meeting yesterday with several founders and members of the executive team, and the meeting was focused on how we do a better job triaging more complex issues and setting expectations for response and resolution time. Everyone agrees we can (and will) do better in this area. Like you said, the answer sometimes might be “this isn’t on the development backlog for the next two months” but I’d rather tell you that up front ra…