Support Experience
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Has anyone else needed to contact support for any issues on Smartthings?  I've now contacted them twice but have not received any responses.  One ticket is 2 weeks old.  The other is 1 week, 2 days.   I still have a ticket opened because I could not get ANY zigbee devices to pair.  That's since been resolved.   My other ticket I opened just over a week ago is due to some kind of issue with my profile.   I can't login on any devices except for the PC I originally logged into the web interface on, and the Samsung S9 I set up for both the classic and new apps.   I use the exact same username/password on other devices and it acts like I don't have a hub setup at all.  It's super strange!   

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16 minutes ago, Dan87 said:

Has anyone else needed to contact support for any issues on Smartthings?  I've now contacted them twice but have not received any responses.  One ticket is 2 weeks old.  The other is 1 week, 2 days.   I still have a ticket opened because I could not get ANY zigbee devices to pair.  That's since been resolved.   My other ticket I opened just over a week ago is due to some kind of issue with my profile.   I can't login on any devices except for the PC I originally logged into the web interface on, and the Samsung S9 I set up for both the classic and new apps.   I use the exact same username/password on other devices and it acts like I don't have a hub setup at all.  It's super strange!   

Response times of 2-4 weeks are not uncommon for tickets.  Your best bet is to call tech support.

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I've read this, the only interaction I've had was a phone call. I suggest you call as well. It's definitely not the same experience as calling / dealing with Iris. I'll tell you that right now. However at least with the phone call I was able to speak with someone, who helped right then, and didn't have to wait for an email.

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I have a 3 week old email ticket and no response.  When I tried calling, the estimated wait time was more than 4 hours (!).  I left a call back number, they called back in about 2 hours, but I missed it.  I guess I need to try again.  Bottom-lime: getting tech support will be difficult.  IRIS support was a breeze by comparison.

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