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Mon, Mar 8, 2021 4:41 PM

Horrible customer support

I have a malfunctioning entry sensor.
Today I called technical support and was disconnected/hung up on (not the first time this has happened).
I called back to customer service and spoke with May Moore in Boca Raton, FL.  She said Simplisafe protocol is for a hang up to be immediately called back.  This didn't happen.
I then asked her how I should feel about this.  She ignored the question.  I then asked her for the name of her supervisor.  She again ignored the question but offered to transfer me.  I held for over 15 minutes in silence.  
After this extended hold she finally came back and said no supervisors were available.  I asked her what the protocol was for leaving someone on hold.  She said that protocol is to check back every 5 minutes which she said she did (an easily lie to prove)!
Luckily the call is recorded.
She "promised" to have a supervisor call me today.
I'm taking bets on this happening......
Do any of your have Simplisafe support issues?

Also posted on Facebook Simplisafe Owners Group.

Community Admin

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469 Messages

1年前

Hi @gregg_11,

It looks as though you are already speaking with a member of our team, but please know that we will look into your interactions today with both May and the first representative. Both protocols that you mentioned are in place to help create the best customer experience that we can. We'll do our best to ensure that we can prevent these issues from happening again as we go forward.

SimpliSafe Social Team
SimpliSafe Home Security

6 Messages

1年前

Thank you for your response.  After a lengthy conversation with the second representative you had contact me (the first one was not helpful at all), we determined that you have a culture of not following your company protocols.  This should be concerning to anyone who is remotely considering a Simplisafe system.  

This purchase could be a life or death decision for a customer and since your employees do not show the appropriate concern I would strongly recommend against Simplisafe.  It seems the support team does not understand the importance of helping your customers or even following company policy.  I assume there is no enforcement of these policies.  

Of course this should call into question your monitoring operation.  I assume these folks are similarly lacking motivation.  

This should scare the hell out of everybody.

How do you sleep at night?

Captain

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4.6K Messages

1年前

@gregg_11  since you asked, I sleep quite well at night, thank you. I hate to sound unsympathetic, and I am sure if you said you got sub par customer service you did, but you did ask the question. I have been a customer just short of 9 years, and while there have been some issues from time to time, Simplisafe has always made things more than right. Simplisafe is not perfect and yes, there are associates on the phones and supervisors/managers that could use additional training, but overall, Simplisafe still represents the best value, quality and dependability in the industry.

BTW, COPS, their 3rd party monitoring company, provides excellent monitoring to my family and dozens of others that I have recommended and placed.

Finally, no I am not an employee, just a long time customer. And whatever you do, if you don't get SS, strongly recommend you don't go with ADT. (from personal experience).

Advocate

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2.2K Messages

1年前

No matter how bad your experience with SS is, why not get some actual experience with the monitoring company before trashing them too?

2 Messages

1年前

SimpliSafe needs better customer service! Emailing technical support is worthless, as you never get a response!  Just call!

This time, I called support, as I had a question as to why the system no longer records (using the installed cameras) for a short period of time whenever the system is disarmed.  I probably spent 15 minutes discussing/explaining the issue to the service rep.  He couldn't answer, so placed me on hold to get someone else who might know the answer ...  15 minutes later, the call gets dropped!

Luckily, I found an article hidden in the product news & updates (impossible to find by the way), that specifically addressed the issue. Apparently SimpliSafe had just made the change in procedures only a few days ago!

SimpliSafe, if your listening, why hide these updates, & why not email them out to your customers?

Community Admin

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469 Messages

1年前

Hi @garif,

As many of our customers know, communication and transparency with our customers is something that we have been working on and are still working on. Clearly, we still have a ways to go, but this feedback definitely helps push us in the right direction.

SimpliSafe Social Team
SimpliSafe Home Security