M

Thu, Aug 26, 2021 2:30 AM

Poor customer service

I called on Aug 10 , 2021 to report the motion sensor in my kitchen not working . Gentlemen who was helping me , told he will sent me a replaced item how ever I didn't receive it. Today i called and after 2 hours and 15 min  your agent still couldn't figure it out how to put order for me . She was trying to ask for help and her supervisor was not helpful either .I tried to be patient but after 2 hour and 15 minutes for ordering a replacement item , I can tell you , you are not an honest company, your staff are not trained , your supervisors are not professional and etc . As you see , I tried to be polite otherwise you deserve worse. At this point I decided to cancel my account with you guys . Such a shame and waste of time . Remember, this is for my safety and security. Most important part of your job is to be available for me immediately. If you can't do that for simple over the phone request and replacing the non functional item , I'm sure you won't be there for me when there is a break in . I can't and won't trust your dispatch and monitoring system either. Such a shame

Captain

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4.6K Messages

Il y a 1 a

@ mtabassomi there is no excuse for this level of service by SS and hope someone there will reply to this thread.  On a more postive note, SS uses a 3rd party for their monitoroing service and is excellent, COPS.

Attn: Simplisafe Mgt: Investment in support services, while increasing, has not consistently (and obviously presently) shown you can deliever an acceptable level of customer support.  It is recommended you do not even think of providing your own monitoroing services until you get your entire house in order. COPS is an excellent partner and provides world class service to your customers.  Before going on your own, you will be wise to prove you can handle support first.

Community Admin

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2.9K Messages

Il y a 1 a

We sincerely apologize for this less than stellar experience! You did mention you already canceled your account, but we've created a ticket with a senior specialist to see if there's still something we can do to take care of you.

- Johnny M.
SimpliSafe Home Security