Good afternoon @Abusingsoup – first, just wanted to say thanks for posting. While it’s never a post I’d like to read, it’s one that I can certainly learn from and work with the team to figure out what happened.
In looking at your support ticket, it does appear that we dropped the ball, however, I’m not sure about the 3mo scenario (unless I’m missing a ticket under a different email).
The first ticket was sent on March 17th and was as follows (redacted the full names, but I’m happy to un-redact them):
The next ticket that I’m finding was sent on August 4th to which you received an automated email. Your response was on the 5th, saying to contact you when we have time to which we did on the 10th. This is where we directed you to the forum. You replied on the 13th and we responded again on the 14th.
Here’s where it fell apart on our end in that we had an internal PM to each other that looks like it never got picked up on and for that I sincerely apologize. This isn’t the norm.
NOTE: Right click and open in new tab to read – sorry it’s automatically shrunk in the thread.
I’m happy to help you solve this if you haven’t already returned them and again, thanks for bringing this to my attention. I will speak to the customer service team about sending a Microsoft Teams message instead of using the internal ticketing system to tag someone as those notifications do not always come through.
Happy to answer any other questions here.
@kreene1987 – thanks for bringing this up – yes, the past 2wks there’s been a significant delay in responses as SmartThings transitioned over the remaining Classic app and this has caused a ton of support tickets on our end as a lot of our Gen 1 products had issues with the migration.