M

Fri, Jan 10, 2020 7:09 PM

Customer service stinks

I am SOOO disappointed and frustrated.  I have emailed customer service twice with no response.   I also held for 30 minutes on the phone and finally had to hang up.  I need a return label AND one of my alarms came with a dead battery.  Install tech did not have extra batteries.  So I need to return a few extra motion sensors and request a battery but need the return label AND SOMEONE TO RESPOND TO ME. My son in law also held 30 minutes with his camera issue and finally hung up.   TERRIBLE CUSTOMER SERVICE.  No choice but to try again today while I write a novel.  .

54 Messages

Il y a 3 y

Get used to it.  I held for 25 minutes today after suffering a false alarm.  While SS often does replace defective components readily, it's because most components fail too soon, and the components lack rigorous quality control.  I've had bad motion sensors, alarms, keypads, and cams.  Motion detectors are particularly worthless, and SS misrepresents their functionality.  I keep mine set to secret alarm mode, as any four-legged pet will set off the sensors despite SS suggestions.  Good luck!

Advocate

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2.2K Messages

Il y a 3 y

How odd.  I've only had one component failure (CO detector) over two systems and several years.

Advocate

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541 Messages

Il y a 3 y

Same here, only had a keypad go out and they replaced it right away, and it really wasn't that bad just it kept lighting up every 2 minutes and draining batteries but other than that ss has been flawless.

1 Message

Il y a 3 y

I work in the customer service industry, and SimpliSafe's customer service is infuriating. My husband called, and we waited for who knows how long -- we finally got someone to talk to and they hung up after he asked the question. I hope its a coincidence, but I'm thinking it's not with the experience we've had thus far with their support.

I've reached out to them 3 times via their website AND emailed their support email address. I am now considering going somewhere else where I can TALK to a human in a reasonable amount of time and NOT have them hang up on us and/or respond to multiple emails I've sent.

326 Messages

Il y a 3 y

Use the Better Business Bureau.  They respond to all complaints there because they want to keep their A+ rating.  I left a one star review of the company there the other day, just because I have never been able to get through to customer service for anything.  The closest I came was them picking up and immediately hanging up.

Read all of the complaints (there are many) and you can see that most of them are resolved.