What happened to Smartthings customer support?

[JDRoberts]

Search the forum. Unfortunately all too common since black Friday 2018.

Terrible Support?

Is anyone else experiencing terrible technical support currently? I opened a case on March 21 regarding all my SmartPower Outlets ceasing to work (which I upgraded a few months ago from v1 thinking the old hardware was causing their flakiness). Other than the automated response to acknowledge the receipt of my support request, 7 days later, I’ve yet to hear from anybody. This is in stark contrast to “the old days” when support would reach out proactively if they saw something in my configuration that could potentially be impacted by a recently discovered bug or upcoming update. I’m curious if this is the new norm or if this is just an isolated case. I’ve been a big proponent for ST, and talked other people out of moving off the platform, but I’m starting to think the pile of reasons t…

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What happened Smartthings? - Support is now terrible

I adopted smartthings back in 2014 and loved it from the beginning, I had my first home setup exactly how I wanted it and things worked flawlessly. I even upgraded from the V1 hub to the V2 hub. Then when I sold the house I negotiated to leave the system in place for the new owners. No big deal Smartthings is awesome I’ll just buy a new hub and be on my way. Thats where the trouble started. Sure I bought a V2 hub because thats the hub I know and like and is still for sale on Amazon. But when I went to set things up things got wonky. The classic app sort of worked but never the way it did on my old hub devices would disappear, somehow my location stopped working, etc. But the real kicker was Zigbee not working… Including the devices I bought with the new hub Smartthings branded motion sen…

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Has SmartThings support gone on strike?

I’ve been trying to reach SmartThings Support for days. No one picks up. Did everyone quit? Anyone else having the same problem?

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What does a customer need to do for SmartThings support to get back to them?

I logged a support case on 12/30 and received a confirmation email but no one from SmartThings has tried to contact me. I a few days after that I replied to the confirmation but still no contact from SmartThings. So yesterday I logged a new case, same issue, received a confirmation email but again, no one from SmartThings has followed up on either case.

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