L

Mon, Jul 19, 2021 2:56 PM

Customer support sucks

This really pains me to say this but I think SimpleSafe has gotten too big to care about their customers.  I emailed customer service a never got a reply.  I've called customer service four (4) times and have been placed on hold by the automated system for over 50 minutes each time and I gave up.  I've started checking around for other service options.  DO not suggest ADT!

Captain

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4.6K Messages

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@lcont glad to see that last line of your post.  BTW, before you bail, news article on Friday that SS is expanding its new Richmond facility by 3+ million ot add agents and create a new monitoring center.  That said, I am sure SS will climb out of its latest hole.

Is there anyting someone here in the fourms can do to assist the issue you are currently having?

1 Message

Il y a 1 a

same problem here , been holding on the phone now for currently 59 minutes to change my monitoring plan and have not talked to a human yet , guess i get to spend my only day off dealing with this. why cant i just take care of this online instead of having to call ???
monitoring service seems good , i had one alarm Triger so far and they called me in like 10 seconds but this customer service is ridiculously bad

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Same here. My alarm is "alarming" and have been on hold for an hour waiting for someone to clear it. It isn't alarming, and I'm not home. I've been a customer for 5 years and this is getting old. Love the product and customer service is helpful once they connect. Just hate the wait times.

Captain

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4.6K Messages

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Any detials you can post that possibly someone here in the forums can assist with?

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I doubt anyone can help, but thanks. I got CS after 1 hour and they are telling me that they can't reset my system from there and I have to do it from the keypad (since it states an alarm). I'm fairly certain they have done it before as I don't live there permanently and they have reset after a smoke or motion alarm. However, all devices are working and no alarm is currently going off. I guess I will just have to make a special trip (2 hours) to reset the keypad since no one can help with CS. They were going to transfer me to a specialist and told me it would be another 30 minute wait. I don't have time to do that again.....

Captain

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4.6K Messages

@Tar Heel do you have the phone app? Even if you don't have a monitoring plan, you supposedly now can download it and turn on or off your system remotely. If you have it, just sign in and hit off. if you don't have a monitoring plan, download the app, log in and do the same. I believe you can do the same on the dashboard at their website.  Hope this works for you.

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Yes I do have the app and and it won't let me do anything at that address via the app or the dashboard on the computer. I have no idea. But thanks for trying to help.

Captain

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@Tar Heel sorry it was a no go but according to Johnny M you should have access. Possibly he will post here later today.

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Sorry I stepped away. That's what I thought too, but no one seemed to be able to do it for me, and I can't get it to cooperate either.

Community Admin

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Hi Tar Heel,

If you're not able to use the app to control your system, and our Support agents aren't able to either, then it's very likely that your Base Station at the location is experiencing some connectivity issues.

Just to clarify, our agents aren't able to 'reset' your system, i.e. force it to reboot. Since usually the only thing that would require that would be connectivity issues - so we wouldn't be able to reach your system in the first place.
With your permission, however, Support can change your settings, or arm and disarm the alarm.

You also mention that you might be getting a notification for a recent alarm on your app? That only indicates that there's been an alarm event at some point, not that there's currently one happening. You can just dismiss it.

rehomeless,

Unfortunately, canceling, downgrading, or any action that would decrease your level of security, requires us to verbally verify your Safe Word passcode over the phone. Apologies for the long wait, but if you stay on the line, they can get you sorted in just a couple of minutes!

- Johnny M.
SimpliSafe Home Security