toastie's profile

Mon, Aug 23, 2021 11:33 PM

HELLO? HELLLLLLLOOOOOOOOOOOOOO???????

Simplisafe customer (non)support..... ANYONE HOME?  I'm sick on waiting on hold!!!!!!!!!!!!!!!!!

140 Messages

1 y ago

hellooooooooooooooooooooooo???????????????????/

140 Messages

1 y ago

hello????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????

140 Messages

1 y ago

your hold music SUCKS!

140 Messages

1 y ago

STILL.HOLDING.

GETTING MORE PISSED BY THE SECOND

140 Messages

1 y ago

48 minutes..... and STILL holding...........

people should start sending you a bill for their WASTED hold time!

140 Messages

1 y ago

Annnnnnnd the dimwit that finally answered...... doesn't know what the hell she's talking about..... had to pass her off to hubby cuz I just couldn't..... UGH!

140 Messages

1 y ago

rant over.... time for a beer and dinner!

140 Messages

1 y ago

would be nice for a supervisor to explain to us WHY a tech support person (1) doesn't even understand how your product works and (2) what the hell with the muttering under her breath!?

it may be HER job to sit on the phone all day.... but we pay simplisafe for a service... NOT for US too be on hold for over an hour!

and hubby is VERY professional when talking with these idiots that don't know their ass from a hole in a ground... which is why I hand the phone off to him when dealing with idiot tech/(not)customer support people cuz I have NO patience!

Captain

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4.6K Messages

1 y ago

@toastie

Here is a link for the SS3 User Manual  (BTW, SS, you really need to be a bit more effective on your search key. Enter "owners manual" and you get zip)


Also, as far support, a request for a technical manager to call you back at a set time might be productive.

140 Messages

1 y ago

unfortunately no search would have helped with the 2 items that no longer work (siren and glass break) since they are sending replacements.  While I was mad about no instructions or even a piece of paper with a link to how to set up the new/replacement base station.... what really set me off what waiting on hold before getting a person..... only to be put back on hold for another person..... who didn't even understand that the siren wasn't working as it's supposed to and actually tried to argue about it!  

I still haven't gotten an email saying our items have shipped with their overnight tracking..... so her comment about having to call back if I don't get my items may be coming true!

waiting over an hour for tech support on an alarm system is UNSATISFACTORY!

Community Admin

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2.9K Messages

1 y ago

Hello toastie,

Really sorry about this experience. We know that the hold times have been painful lately, and have been for quite a while. Our Support team's leadership has been doing everything they can to get things back to our usual higher standard. Hold times are starting to drop, but we know we have a lot more work to do.

Regarding your case in particular, there's already a follow-up ticket set up for you so that a senior Specialist can make sure everything goes much more smoothly from here on out. If you haven't received that call already, they'll be reaching out soon. We'll get to the bottom of what's going on with your Siren and Glassbreak Sensor ASAP.

- Johnny M.
SimpliSafe Home Security