I experienced a problem with pairing a matter bulb, and was reccomended to rapport it to customer support,
Then the frustration started:
I did it, here: Support | Homey
Problem no.1
I was using my phone, typing out a long description of my problem - I thought I’d add a screenshot to clarify - I swapped into homey, snapped a screenshot - when I juped back to the browser (vivaldi, which is basically chrome), the support page was refreshed!! all my text was gone!
This happens only on my phone though. It’s ok on my pc.
But ok, type it out again, add the screenshot, send, no problem, just a bit of friction in the process.
Problem no.2
I get a reply per email, thanking for the bug report, asking if I could do a screen recording while trying to pair the problematic bulb, and also create a “debug code” for them.
No problem, I do when I got the time.
So i did, today.
Created two videos, wrote up some text, tried to attach the videos to the email, and ofcourse they were too big. Ok… Fine, I’ll share via google drive. So i did, no problem, just a bit of friction.
Problem nr.3
I get an automated reply saying the support ticket has been closed (ok, its a few weeks old). Redirecting me to the “customer support page” I love so much from problem nr.1
Problem nr.4
I copy the text from the mail into the form, realizing I have to add new links to the google drive videos, because, ofcourse, the file sizes are too big for homeys support form as well.
I exit the tab…
And problem number 1. happens again.
No biggie.
Just extremely frustrating - anyway, i copy the text in again, with links to videos and all, on there, I’m done!
It just took me 2 hours to be helpful to athom, for free 
TL:DR: There’s too much friction in the support process
Solution - have a form in the app, which automatically sends the “debug code”, which also has screen recording capabilities, audio recording capabilities, as well as camera recoring capabilities.
Imagine it as a sort of messenger chat, or snapchat style if you will.
Do not restrict file size, allow all media, and attachments.
Keep the communication within the homey app - do not do any communication via mail. Because mail can be extremely messy when there’s alot of replies back and forth.
This whole process should have taken me 15 minutes, instead of 2 hours.
I imagine many just give up instead of dealing with the process as it is now.
Sorry for the ranty tone, but I’m not going to wrap this up and pretend I am satisified with the current soultion.
