captain11's profile
Captain

Captain

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4.6K Messages

Tue, Jan 7, 2020 2:52 PM

Support Wait Times (Estimated) Thread

Starting a new thread to provide information on estimated wait times. Useful? Maybe, but thought it would be nice to have a thread with concise information that customers could look back on and check.   Note to SS: when you do bring back online chat support, a dashboard here in the forums, and in the Help Center, showing wait times for phone and online chat would be very nice.  That would definitely be of interest to customers (and potential) in my opionin.

Next post, ready to kick this off.

Captain

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4.6K Messages

3 y ago

Tuesday, Jan 7 2020. 8:50 am central. Est wait time 2 minutes.

Tuesday, Jan 7 2020. 11:00 am central. Est wait time 5 minutes but did encounter 2 fast busy signals. SS, what's up with those incoming trunk lines?
Called the support line this morning.  After 28 minutes on hold, THEY hung up on ME!  It rang, then dead air.

82 Messages

3 y ago

So you're calling their Support, tying up the lines, and then hanging up after you note the wait time?

Advocate

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635 Messages

So you're calling their Support, tying up the lines, and then hanging up after you note the wait time?


It has always been for the benefit of us as customers. Captain is exceptionally respectful in testing wait times, and I find it very beneficial that he does so. He is honest when SimpliSafe drops the ball and rightly praises them when they improve in areas that need progress. He is doing what the majority of others are not. Additionally, each time I have seen his reports on this subject, he perhaps takes less than 30 seconds of the company's time. If they cannot handle that, it is even more reason to continue to check.

Advocate

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541 Messages

3 y ago

^^Agree with shiherlis on this, good point captain knows what hes doing.^^

Advocate

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2.8K Messages

3 y ago

And Captain is most likely responsible for a great deal of the new Help Center articles in place. (and credit due to others as well)

I don't know if he hangs up when SS answers, my guess is he doesn't, says something nice like just checking, have a nice day, you know, something the Captain would normally say :)

Captain

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4.6K Messages

3 y ago

Good evening all; my intent is to provide information that Simplisafe could (and should) provide in the app and on the website, what their current estimated wait times are.

I call the toll free number, hit option 4 and get the estimated time from their phone system. I then hang up, as I do not want to "tie up" the lines or waste the time of an agent. It should be noted that if someone posts they waited x time, and its unusual, I will sometimes call and hold for an agent.  (Normally outside the holiday Nov 1 to Jan 30 period.)

Some also reported busy signals, which I also have experienced and noted above in this thread. Sent several emails to SS suggesting they check there inbound trunk lines for carrier issues. Finally, called the main non support number and reported it to their switchboard who said they would pass it on to their telecom dept.

And colt, you are correct, if I do reach an agent, I thank them for their dedication and, after a quick "live long and prosper", say adios.

292 Messages

3 y ago

On this page, https://simplisafe.com/contact-us, they say "Heads up!  Our hold times are longer than usual right now' right below the contact number.

I also notice that the number on the support page is 800-548-9508.

When you refresh the main SS webpage, I have seen both 888-910-1215 and 888-910-1458.

Not sure the actual status of each number.

Advocate

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2.8K Messages

3 y ago

I asked here in Nov last year which of the numbers on their various webpages should we expect to whitelist (there's at least 5 different numbers scattered around the site), of course, no response.  The reps always used to refer to the number at the top right of the forum whenever they responded to questions here.

25 Messages

3 y ago

Sharing a real example from yesterday:
Call 1: Called at 2:36pm ET and got a wait time estimate of 2 minutes - transferred at 3 minutes and the transfer failed (silence for a minute and then it disconnected the call.)
Call 2: Called back at 2:40pm ET and got a wait time estimate of 1hour 40 minutes - hung up to try again. :)
Call 3: Called back after hanging up at 2:41pm ET and got a wait time estimate of 5 minutes - transfer worked at right around 4 minutes. Was on with support for about 7-8 minutes to get issue resolved (had to reset my doorbell as it was disconnected - FYI hold the reset button on the back for 15 seconds to reset to factory defaults)

So overall time spent was less than 20 minutes.

Captain

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4.6K Messages

3 y ago

It appears that possibly SS has read this thread...and reacted differently than what was expected...at least by me.  When you call the support number now, you get the usual SS guy saying the options to choose, but then get a recorded "we are getting more calls than usual" and then music.  The estimated wait time is gone.

So, a recap on Simplisafe's new Gucci telecom system and what it has delivered so far, looking from a customer outside in view point:

1. It supported or was integrated with online chat. Worked well, then vanished (probably for staffing and training considerations?)
2. It supported estimated wait times. Nice feature, worked well, then vanished
3. It hangs up on callers.  Unfortunately, that "feature" seems to have remained.
4. Inbound trunk line issues seemed to have appeared with fast busy signals, unsure if it's still there.

As I was responsible for call centers several times in my career, always chose a "NY approach" with my telecom vendors. It kind of worked like this: We pay for connectivity. You provide connectivity at contracted levels. If you don't, we have a problem and its yours. Many a sales representative, director, VP etc sometimes did not stay employed with our telecom vendors, but in the end when customers called in they got 2 things: a "hello, may I help you?" and a written apology if they didn't from us and the vendor. I can assure the latter only rarely (very rarely) happened when called for.

I am still waiting for the latter from Simplisafe, to its customers and support associates.

171 Messages

3 y ago

Called today 11:45am ET, hold time was a few seconds before my Security Specialist answered.  Pressed #1.

Captain

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4.6K Messages

3 y ago

. @ride525 option 1 is for sales and one would expect a quick pickup for that

Advocate

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2.8K Messages

3 y ago

Captain, I'm always advising here for people to choose option #1, not just so someone will pick up sooner (because yeah, SS wants their sales), but because whomever picks up the phone in "sales" usually ALSO has significant experience with the systems in order to help - and if a customer can be helped sooner, in less time, all the better.  I can't think of any time I've used the option and NOT had a knowledgeable rep on the line.  Only one rep, refused to transfer me to a supervisor, but other than that, every rep I've spoken to with that option, was pretty great.  I'm guessing they have more than 1 "sales" line, because if they didn't, they wouldn't be making boo koo bucks during their crazy holidays.

Captain

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4.6K Messages

3 y ago

@coltmaster1  I don't care what number option people hit, as long as they get the assistance they need. Just wanted to let ride525 know it was the sales line and why it was answered right away. What makes me laugh is that by the first week of Feb most of this nonsense will be behind us....until next November, unless SS gets their act together.

3 Messages

3 y ago

So RickSimpliSafe takes the time to post a snarky reply to this thread the same day it's posted but all of the other threads asking for help (that I've read through the past hour since there's no search function) have no official SimpliSafe responses?

What a joke.

4 Messages

3 y ago

After 14 minutes with lame hold music, they hung up.  I am on my second call

326 Messages

Why do they hang up so often?  This is a serious recurring theme.  Do they just not know how to answer a phone or do they occasionally dump all of the lines to start over?

The incompetence of this company is stunning.