UK SmartThings V2 user. Set-up: own coding (Netatmo Thermostat, Solaredge PV Inverter, Smappee Energy Monitor LAN access, HomeEasy 433MHz switches) community coding (Netatmo Weatherstation, WeMo switches, DLNA Audio players, Philips Hue Hub plus LED and Livingwhites CFL lights, Fibaro UBS sensor, Fibaro Door/window sensors), smartthings native coding (Zipato Zwave Siren, GE Link lights, Osram Lightify lights, ST Presence, ST Smartplug, ST Motion and ST Multipurpose sensors, IFTTT).
The customer who tells you about problems and suggests how things can be improved is the most valuable customer to have. If you can turn around that customer they will often turn out to be your strongest and most loyal ambassadors as you have proved to them how you can put things right. Those customers who just leave when dissatisfied, will probably be lost for the entire product lifecycle and may moderate their other product purchases within the brand family too.