1 Message
Unacceptable phone support wait times
For 2 days I have been trying to get in contact with a live person at SimpliSafe.
The 1st day I gave up after being on hold for 1hr & 45 minutes. This call to the support center was for help in transferring over to a new replacement base station. I managed to eventually get the base station transferred over on my own.
SimpliSafe previously asked that I return the defective base station with a return label they will email me. I never received the return label via email so I again tried calling SimpliSafe the next day to inquire about the return label. This time I gave up after being on hold for an hour.
These phone wait times are completely unacceptable for a security company. There should be no excuses and not be up for debate.
Unfortunately, like many, I have time and cost invested in the system to just scrap it all and go with a different security company at the present time.
Hopefully SimpliSafe will make the changes necessary to offer better support.
The 1st day I gave up after being on hold for 1hr & 45 minutes. This call to the support center was for help in transferring over to a new replacement base station. I managed to eventually get the base station transferred over on my own.
SimpliSafe previously asked that I return the defective base station with a return label they will email me. I never received the return label via email so I again tried calling SimpliSafe the next day to inquire about the return label. This time I gave up after being on hold for an hour.
These phone wait times are completely unacceptable for a security company. There should be no excuses and not be up for debate.
Unfortunately, like many, I have time and cost invested in the system to just scrap it all and go with a different security company at the present time.
Hopefully SimpliSafe will make the changes necessary to offer better support.
marconistico
1 Message
Il y a 1 a
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hondaman88
Advocate
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108 Messages
Il y a 1 a
I agree that the wait times are excessive and SS should tackle that issue immediately. It has not always been this way.
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davey_d
Community Admin
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2.9K Messages
Il y a 1 a
We're sincerely sorry about your experience. Our Support team has been tackling some extreme call volumes lately. But our Support team's leadership has been hard at work as well, and have already set some measures in place to lessen the load. We've been seeing decreased volumes already, though there might still be some times with an extended wait.
To address your initial issue, however, I've gone ahead and sent an email with that Return Label. Let us know if you need anything else!
marconistico,
Again, apologies for the wait. I do see that you've already been able to get through. If there's anything else we can help with, let us know as well.
- Johnny M.
SimpliSafe Home Security
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