bcasado's profile

Sun, Jan 9, 2022 7:28 PM

Super slow response for broken sensor

We have the SimpliSafe system, and a door sensor regularly quits working. I have to take it down, remove the battery, wait 3 minutes and put it back to get it to work. I’ve done this over, and over, and over,and over again, a dozen times since we got your service a few months ago. None of the other sensors have this problem. I called today to have that bad sensor replaced, along with more sticky pads as I went through so many of the sticky pads taking the sensor down to remove the battery and putting the sensor back up again. When I called, I waited 15 minutes on hold, and was cut off. I called back, and it took 35 minutes to get an agent to get her supervisor to agree to replace the sensor. So it took an nearly an hour to get this simple thing done. We pay our bills on time, and do not appreciate the lousy support. The agent on the phone was nice and cooperative, but it seems like she had a lot of hoops to jump through to get this simple replacement of ONE SENSOR accomplished. You need to do better than this.

Community Admin

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2.9K Messages

7 m ago

Hello, thank you for your feedback. Thorough troubleshooting is a vital part of our Support team's process. After all, we wouldn't want to make you wait for a replacement unit to arrive, only to find out that we missed an environmental factor that turned out to be the actual problem. So it sounds to me like what happened is that our representative just needed to make sure all of that was done before sending out the replacement.

But of course, I'm not saying there's no room for improvement - far from it. I'll report this experience to our Support team leadership. It's feedback like yours that helps us guide our processes, so we can provide a better experience for all our customers.

4 Messages

@davey_d​ thank you

4 Messages

We were told the sensor and the tape would be here last Wednesday by overnight mail and nothing has arrived. 

Community Admin

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2.9K Messages

Apologies, I was able to find your account and I see that it was only picked up by the carrier on Wednesday. But yes, even with Next Day Air selected, it somehow was delivered only yesterday! I'll add this to the feedback I've already relayed.