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

@jovanm

Where’s the escalation path for $#!% that goes on for too long, and whose definition of too long do we use???

@April is the primary escalation path.

I don’t know who sets the definition of “too long” or “too few tickets”. I presume there is some upper management of Tech Support and/or Operations (e.g., @Tyler1, as discussed in this referenced posting… below).

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…

I seldom contact Tech Support … I’m glad they use email, but I just avoid the experience with all my vendors. The Forum is full of folks that express excellent experiences with SmartThing’s tech support. My personal experience is “good”, but not “excellent”. The flaw: There was no followup message confirming that my problem was resolved (whether by the actions I was told to take, or whether the situation was on ST’s end).