Why is SmartThings UK customer support so bad?

[RobM]

A warning to anyone whose SmartThings socket develops a fault. The customer service is extremely slow and poor. I reported my socket not working in February and the issue still hasn't been resolved. They say they are going to do things and it doesn't happen. Been waiting for a replacement since 30 March.

[strawberry cake]

@RobM 

hello

is this the link you used?

https://support.smartthings.com/hc/en-gb

from where did you order the socket?

normally returns policy is with the retailer,

did you contact the seller already for replacement option?

😉

[RobM]

I contacted SmartThings via email support. I am following their instructions. They promised a replacement after I sent them the faulty one.

Have now tried main Samung support, just get fobbed off. Stuck in a loop.

Now they have said they don't send out replacements, whilst on the same day co-incidentally SmartThings support apologise (again) and  say they are waiting for stock (what really, for 4 months?)