I have a ticket number in case anyone from Samsung asks.
I have a lot of problems with 2 Z-Wave locks. Batteries door fast, fails authorization and then the locks fall off the Z-Wave network. It’s a 24-72 hour ‘reprogram’ my pistons. It is so bad, I just made a simulated lock and another piston to lock and unlock each of the locks on the for garage door entry and the front door lock.
Long story short, after I went through a huge amount of trouble-shooting took the Z-Wave chip out and the front door mostly functions ok, exclude/include to once a week
It’s a Kwikset 910 and, at a certain point where it loses connection between the hub and the lock, it has a yellow light under the card
Fast forward: I called customer service and they had another person email me, I told her what I discovered but, she passed me off to kwikset.
I asked for a supervisor or their senior, she said "I will not pass your information to the senior team.
-Secondly, I would like to say that I do understand everything that you are saying and do sincerely apologize that you do not agree with the information that I am giving; but I am giving you the product knowledge that is given to us and at this moment in time, I cannot escalate this issue because it would seem as invalid."
She has no idea about the locks being unable to reauthorize
SmartThings used to have the best techs in any business, now they are cut rate customer service reps. They probably don’t know what should be escalated and what doesn’t need to be. I gave very specific information that could only be answered by an advanced technician.
Not to mention, she flat out rude.
So, I’m guessing that the Harmon-Kardon takeover of SmartThings comes with the worst tech support in the world. Not only can I not encourage people to buy SmartThings, now I can’t even encourage them to buy Samsung or Harmon-Kardon.
It’s quite amazing that this girl that has not done the troubleshooting I’ve done since LAST OCTOBER can say that this isn’t an issue thay needs to be escalated.
They must have fired all the good techs. So sad.
I predict that they don’t have anyone on these forums either and, Samsung will sell off ST or shut it down because of a lack of interest, but it will really be the fact they pissed all their customers off by hiring peons to do a tech job.
Calling ST tech support has become as bad as calling Google tech support. They both know nothing about the inner workings of the products and don’t know how to take bug reports.