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Thu, Jan 2, 2020 9:26 PM

Tech Support Calls being disconnected?

Saw in other forums that calls to tech support are being dropped. After having it happen  to me twice today I'm wondering, "Is this an approach to dealing with heavy phone traffic?"

On hold twice 40 minutes - call connected to Aaron and then disconnected once I stated my problem.
Called back immediately. On hold for 10 minutes then on hold music stopped - like tech had answered phone but muted me. I opted to hold thinking it might be a music on hold issue. Call was disconnected 20 minutes later - at exactly 30 minutes.

What the heck is going on. Hope nobody breaks in!

Advocate

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2.2K Messages

Il y a 3 y

Keep in mind that the problems getting to SS is THEIR phone system and people.

Any break-in will be handled by COPS, the monitoring company.  And they have very few (valid) complaints.

326 Messages

Il y a 3 y

COPS is pretty badass, actually.  I put my system into test yesterday for the first time.  I got a text message from them instantly and a phone call within 20 second.  

It is a shame that their tech support is so terrible.  This system would be a definite keeper if the support was there to back it up.

2 Messages

Il y a 3 y

I've been disconnected from their customer service line 20 times this morning since 9AM EST.  Talked to three reps, only to have the calls cut off mid conversation.  This is insane.

2 Messages

Il y a 3 y

*Update*

Customer service rep Ryan did call me back directly and was able to successfully resolve the issues.  Kudos to them on the service, although their infrastructure to get to that point leaves a little to be desired at the moment.  Customer service is a tough job as it is - I'd hate to be in their shoes taking the heat from customers who are needlessly frustrated by the phone system.

Captain

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4.6K Messages

Il y a 3 y

@joshmillslane  your post hits the mark and paints reality as it is currently at the SS support center.  Just called and the time estimate feature was gone, possibly showing SS is proactively attempting to resolve their technical issues.

326 Messages

Or they just don't want people to know how long they're going to have to sit and wait.  It will be interesting to hear if the wait times are going down or staying the same.

25 Messages

Il y a 3 y

Had the same thing happen to me this morning on a call with CS. We were talking for about 15-20 minutes when the rep asked if I was still there and I said yes I am and then the next thing that I hear is a busy signal. I immediately thought okay the call must have gotten dropped (VOIP not cellphone) so I waited to see if he would call me back and then I just called CS back and got someone else different but then while on the call with the new CS rep the other one called me back so I completed where we had left off with the first CS rep. I was glad that he had called me back but he said what happened was that on his end his computer completely shut off so it disconnected the call somehow so he had to start all over again. What a pain for him but he was so nice and I was glad that he called me back to let me know what happened and so that we could finish trouble shooting the problem. I think that SS is definitely trying to correct the issues they have been having lately with CS. I give them props for that! =)