SmartThings Support Response Times Slow


#1

I’m guessing I’ve used support 10-12 times over the years and I usually get a reply in 24 hours or so. Four days and counting on my current issue. I suppose the staff are all tied-up unravelling account migration and new app messes.

Kinda frustrating.


(ActionTiles.com co-founder Terry @ActionTiles; GitHub: @cosmicpuppy) #2

I’m guessing you’re right.

But more and more I read that folks are having good experiences with phone support. Personally, I hate to be on hold, but, admittedly, as long as you reach the right person, phone (or chat) ought to be pretty efficient…


#3

Hmmm, yes, I don’t really want to sit on hold either. The issue I reported is not major, just annoying.

It’s a shame to see deterioration in service like this.


(ActionTiles.com co-founder Terry @ActionTiles; GitHub: @cosmicpuppy) #4

The bright side is that it is almost certainly due to the new login / new App migrations and that will eventually be over. Of course this workload could have been predicted, by I doubt they wanted or could have overstaffed just for this period of transition.


#5

Sure. However who knows how long this migration is going to take. There has been no new official information in a long time on getting custom handlers to work in the new app for example so my guess is we’re at least a year away.


(Steve Jackson) #6

You don’t have to wait on hold. They will call you back when your spot in the queue comes up. Last time I called they called me back in short order.


#7

This does beg the question why phone support seems to be getting more attention than email …


(Steve Jackson) #8

Not saying it’s right but a person on the phone needs to be addressed now. An email can be put off until later. It was the same scenario when I was still working in an office “putting out fires” for accounts.

I would imagine it’s all about available resources and phone calls and chats are taking up so much time that there isn’t much left to respond to emails.

I prefer to use email too but will use phone support if it’s the only way to get my request handled expeditiously.

Just my thoughts…


#9

Yes, that’s all very logical of course.

I would not want to be working in ST Support right now. These poor folks did not create this new app mess but they are left shoveling the poo.


(Steve Jackson) #10

That was the impression I had when I spoke with them last. You could “sense” the workload with the migration. I was able to get my question answered though and they were very pleasant. I had sent an email several days before I finally called. I seem to remember it was several days after the call before I finally got a response to the email.


#11

Just to close out this item, Support did get back to me today via email and their suggestion resolved my issue.


(Kirk Hilzinger) #12

Yuck…talking to an actual human being?