I hate to sound like I’m whining (maybe I am ) because this is not my intention.
I come here a couple of times a week to read through posts, learn and keep me updated.
I see a lot of advanced users here but I have to assume that even these power users will eventually have some problems beyond their control (on the SmartThings side) and I’m just wondering… how do you get those resolved? Through email@example.com ?
Long story short:
First time I needed SmartThings support they went for over 30 days without a clue of what of was happening. I couldn’t wait any longer so I “deleted my Samsung account”, I factory reset the hub and every single device and started over… painful.
Now I had another issue: a few days after my request I get an email telling to reset the app. It was non sense but I did it anyway… 16 days later I get another email telling me to once again: power cycle stuff and remove and re-add to the app…
Really? Is there actual “technical support”?
I mean, people who actually troubleshoot? Read logs, metadata, perform tests, check your account, their servers… stuff like that?
Or is there a secret channel you guys are keeping to yourselves?