Recently @Enitech , I’ll get an initial reply fairly quickly, but anything that requires a “level 2” or above response seems to be basically blackholed.
“I’ve contacted my supervisor to see if he is aware of this bug and if there is a fix - we may need to get a developer involved.”… Crickets. And like you mentioned, follow up emails will get ignored entirely.
Since I try to respect the time of the support team and research and my issues here and spend considerable time attempting to resolve them myself, pretty much any ticket I open is going to require more than level 1 support, and pretty much all of them have been not responded to in a satisfactory manor.
In one instance the issue was eventually fixed by a platform update, but no follow up communication by support. I simply randomly tried the same action that was failing and it spontainousely worked. I will still kind enough to close the ticket.
In another instance, I resolved the issue myself, but from the initial opening of the ticket had basically heard nothing.
Currently I’m dealing with an issue with a device added via the “replace device” feature. The device works perfectly when called by smartapps, but does not show as a thing tile. It is shown in the hub as ‘removed,’ but works perfectly, report status, responds. The first support engineer to respond, seemed to get that this was odd, and said he would look into it. Crickets, then a followup email from another support engineer who clearly didn’t really comprehend the ticket and claimed that it must have been manually excluded from the z-wave network (can’t if it is responding to commands from smartapps), and that the only solution is to remove all the apps that call it. Since it isn’t shown as a thing, it can’t be removed from apps individually, the whole app would have to be removed, basically destroying 90% of my build in the process.
No, we aren’t paying for 8x5xNBD support, but if ST ever hopes to have a model where people will consider paying for that level of support, or have that level of confidence in the platform, they best get started now.