S

Thu, Sep 2, 2021 6:07 PM

Good talk on the phone, but BAD CS! ***RESOLVED***

Recently installed a new SS system.  An entry sensor went bad almost immediately.  
I called SimpliSafe Customer Service (SS CS).  On the phone, paraphrased:

First call 24 hrs after installation...
SS CS: "Sorry about that.  "Unfortunately", an entry sensor has failed.  No problem, I'm putting an order in right now to overnight a replacement."
Me:  "That's good, thanks. I'll watch for it" (leaving town in a couple days)
= I get an email with a return label and instructions to return the old item within 3-5 days.

24 hrs later:
USPS tracking indicates the item hasn't shipped.

Second call...
SS CS: "Sorry, unfortunately, it takes 24 hrs to process, then ship overnight.  Sorry, the last guy should have told you that."
Me:  "OK, I'll watch for the overnight shipment of the replacement."

48 hrs later:
USPS tracking indicates the item still hasn't shipped.

Third call...
SS CS: "USPS says it has not, but I believe it is in transit.  Sorry, I'm not sure why they didn't send it overnight, but unfortunately, it shipped 3-5 business day delivery.  Sorry, the last guy should have told you that. "
Me: "Well, this is the worst possible home security situation.  Unsecured entry point, I'm not home, and there will be a package sitting on my doorstep OVER LABOR DAY WEEKEND!"
SS CS:  "Sorry, unfortunately, it has already shipped, so there is nothing I can do to help you."

Notice how many "Sorry"s and "Unfortunately"s are in this conversation?
At this point, I am not impressed.  It seems SS does a good job of teaching CS to say "Sorry" and "Unfortunately" but works poorly and delivers unreliable info.  How can I believe their monitoring is any better?  I plan to keep it running for now, on the initial 30-day monitoring period,  but (assuming SS monitors this blog), will see what they do to address this situation.

BTW, with 3-5 business day delivery, how could I possibly return the defective unit within 3-5 days???!!!

Captain

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4.7K Messages

1 y ago

@spc8784820 first. welcome to Simplisafe. (No, not a employee, a customer of going on 10 years). That said, SS shipping performance, or I should say getting the product out the door, is sometimes not the best. Wouldn't worry about the 3-5 days but more about the late shipment and the unprotected door.   One you get it, test it, then return the old one, but, since I am going on the basis Harriet C is now helping out here in the forums with Johnny M, they will be very customer centric and proactive, apologize for the lacking results (but polite customer service) and offer you something to make up for the inconvenience. (Hint, hint, Harriet and Johnny).

SS is a great company, wants to the right thing. SS, let's show a new customer how you can do it!

Community Admin

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21 Messages

1 y ago

Hi @spc8784820,

It sounds like there have been a few miscommunications on our end here, and we apologize for that! As your customer account is linked to your forum account, we have your contact info and will be passing this message along to our Senior Specialist team. I know you are traveling this weekend, so next week we will have someone from the team give you a call to discuss your experience further.

Thank you for getting in touch!

- Harriet C.
SimpliSafe Home Security

6 Messages

Thanks, I hope to hear from someone soon..

Captain

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4.7K Messages

1 y ago

@Harriet C nicely done.  Follow through is as, if not more important than, a quick reply. Thank you and have a great holiday weekend.

6 Messages

1 y ago

I got a vmail from SS CS last night, saying they were there till midnight if I needed anything.  There is really nothing they can do to fix what they have screwed up to this point.  I have to wait to see if the entry sensor arrives today.  I don't know whether they have even sent it.  The provided tracking number still indicates it is not yet received by USPS.  No idea what the situation is, but so far, I'm not impressed.

6 Messages

1 y ago

Got a follow-up call yesterday from Ayanna (sp?), offering another sensor.
However, the replacement sensor was waiting for me when I got home.
It installed without issue and I'm "safe at home" again.
Issue resolved.

Thanks, SS and Ayanna, for the assist and for making it right.