Question

Anyone else come to the concussion that SmartThings Customer Service on email cant read?  Sent request for help pairing a ADT/Samsung Motion Sensor yesterday.  Read on line several had problems pairing as I did. I was very specific that this was a ADT/Smartthing Motion that was received from them with my ADT Hub and that I had 3 paired and this one will not pair. I went so far as to attach pictures of it so they could see it was the ADT/smartthing motion sensor. Below is there response. Makes you wonder why they work there. shaik. moi (SmartThings) Apr 16, 12:47 AM MST Hey there, Thank you for reaching out to Samsung SmartThings Support. I understand your concern regarding pairing of the SmartThings motion detector to ADT panel. On investigating your account I see there is no Hub connected only a ADT panel is connected. I would like to inform you that only ADT Motion sensors only connect with ADT panel. SmartThings motion sensor won't connect to ADT panel as ADT is a security system only ADT sensors are compatible with ADT. If you have any further issues and questions related SmartThings app and devices related issues contact us we are happy to assist you. Kind regards, Moin Samsung SmartThings Support support. smartthings. com

Answer 1

I suggest using the community forum or this group. There’s a wealth of knowledge here. I don’t have experience with ADT sensors.  

Comments

Thanks for your suggestion Kevin, I tried the community form which is where I got feedback that several others have the same problem. Most on there said they tried everything including swearing and nothing worked. I tried their suggestions for 2 days and thought I would finally try customer service. this motion sensor was to turn on newly installed lighting in master bedroom closet, as I have motions turn on most rooms as you walk through the home.  

Answer 2

Not only did they completely miss that the sensor you are trying to pair is an adt sensor, but they're also completely incorrect on what they're telling you on the smartthings sensor. You can absolutely pair a smartthings motion sensor to the smartthings adt hub, it just can't be used as an alarm trigger.  

Comments

@aidoneus9 thank you for saying that. I thought that was correct . I recall reading it someplace. I looked at using a Smartthing motion but had this one brand new in bag

Answer 3

No because I am smart enough to call and talk to them. if you want to trust chat then thats on you

Comments

@manichaeism smart enough.? Talk about rude. chill man and try to get along with people. it was after they closed and hoped I would get answer next morning and not bother someone on phone. Sorry but I was not posting looking for a smart remark. That is not the purpose of this forum, but if that is your intent, please block me

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@adopted this guy is always rude. Seems his posts daily are belittling to everyone in the group. Don’t take it personal. He just has to flex himself. I’m truly amazed he hasn’t been removed, as his comments are rarely beneficial.  

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@hokkaido - appreciate your comments. I took a looked at his profile and understood the bases of his problems.  

Answer 4

I've only contacted them once, didn't expect much, but the reply was actually very good and helpful, although way slow to arrive (2-weeks! ). I've never contacted them again, groups like this one or other forums tend to offer better support.  

Answer 5

Australia doesn't even have support despite the product being sold here, work that one out. :)