I couldn’t agree with you more. I was fuming mad yesterday because I’d removed all my devices from V1 50 or so actual devices 20 or so virtual devices not to mention other integrations and countless apps.
When all was said and done I couldn’t get my smoke detectors removed. I emailed support about, they replied within 20 mins or so and said they manually removed them for me and I could proceed setting up hub V2.
That is when my nightmare began and I realized the blue light was actually a bigger issue. 2 unanswered emails to support and 2 hours later I gave up and went to mow. While mowing I got the text saying there was an issue that was being worked on. Shortly after finishing up outside I got a text that the issue was resolved.
My hub still wasn’t working, so I sent another email to support, also unanswered. I then began to read and read and read and test and try and test and try. I finally gave up and was watching tv when I noticed my light turned green.
I then went to work adding my devices back. To say I was frustrated is an understatement. Many of my devices don’t have physical control (dual relay modules in fan canopies). And many of my devices are controlled by other devices. So if I would of not gotten stuff working last night, I was facing starting from scratch on V1. To ST credit they did tell people not to upgrade to V2 unless they had a real need to.
I love ST because of it’s openness, amazing support staff, ambitions and most importantly the community. I despise ST because they continually fail to live up to their own hype, they tell how they are making improvements in stability and scalability, but it never seems to be enough. Most importantly, when something goes terribly wrong like it is right now, they keep quiet and wait until they can apologize to speak up.
There is absolutely no reason why there is not one or all of the following, emails from support saying they are aware and working on it, status page reflecting the issue, forum posts recommending waiting to upgrade. I don’t care what day or hour it is. Technical Support response is critical, even if there is no resolution.
ST is not a consumer ready product, although it’s much closer to being one then it was when I started last spring. What I mean by this is unless you use it in it’s simplest form you need to have lots of patience, some tech knowledge and be willing to do some reading and fiddling.
I do love ST, and I love the product. But I’ve had the same thought since day 1. I could never recommend this product to a customer or friend because it’s almost a guarantee I’m going to look like a fool.