1.3K Messages
Downgrading vs Cancel Tips and Comments!
Very long read warning!
I called overseas customer service, finally answered in 3 minutes. @1-888-783-8441 ( press 4 the first time and second time) "I think", to get to customer service. Finally.
Asked to downgrade to basic self monitoring. She (overseas) ID'd me with my email and base serial number.
Difficult to understand.
After some time speaking or listening, 5 minutes or so, 9.5 minutes talking total with some lady in Virginia (loyalty 👀🥴🙈😉 retention) referred to as specialist got on the line. A threesome. 😂
Total call length about 15 unnecessary minutes.
Overall, mostly painless, waste of time that it is.
Use the right lingo and it should work for you too.
1st overseas agent asked if that was all for her etc. and I said yes, so she dropped off.
Asked VA lady if all retention specialists work out of their homes and she confirmed some do. Probably all. Lol. 3rd party "probably". If so, that's the worst type of retention system.
Told her downgrade to basic self monitoring, Do Not Cancel my account.
Said oh, she understands what I'm asking for.
Asked why, so I decided to brief her. Briefly. Waste her time too. Lol
She started to explain what self includes, I told her I'm familiar, no need to explain.
State of Virginia retention lady asked for a camera name and serial number to ID me.
VA Lady was totally professional and not rude, and neither was I.
If you say Cancel, your system will cease to function.
Document and record the call, but inform of recording. PA law requires 1 person consent, mine. I didn't record, I have a good lawyer. 😂
Offered me the temporary delay, timeout, pause service, I said no thanks, permanent downgrade. I'll decide if I ever want to upgrade again. Which is a firm, NOT EVER.
Couldn't hardly understand overseas lady, no offense intended, English is not their first language.
Safe Word was NEVER asked for by either agent. Dropped the ball there, but then I know it's hoaky IMHO, and just a lead in to retention. There's no actual security there at all.
Don't believe, listen to your recording. If they made one.
As its quite obvious they ID'd me without need of a safe word.
Must have confused or distracted her from the script, as I also am a retention specialist, only in my days, we did it with actual exemplary customer services.
No need for a retention department to attempt to retain monitoring fees, we didn't have any fees except dollars per hour and travel expenses etc..
It's cheaper to retain, than find a new victim. Look it up.
Whether my system us actually downgraded is questionable.🤔
The two cameras I setup on base 2, self monitoring, have asterisks behind the cameras names, my account shows $0.00 cost per month.
Stopped recording videos, which was expected, but are still slow vs base 2 cams which respond better than downgraded cameras.
Original base still acts like it's stuck somewhere in limbo, will continue to monitor. Reset as necessary. I actually downgraded to see if they'd work better without performance mode like base 2 cams do.
Guess I'll never know completely, can't reach them all to reset and reinstall.
I'll be checking in to make sure you comply with the Click to Cancel FTC rule. Or else report you as non compliant.
Or if a class action starts that I can join. Holler!🤪🥴
Otherwise admins, your rid of me. Maybe.😉👀
Total waste of 2 years, involved stress and about $1,500.00 plus & wasted monitoring fees for a little while. I'll take some blame, for not drilling down on the Internet and doing my due diligence.
I know, I know, at least two, possibly 3 cameras systems profess to work fine.😉 Sensors mostly work if you know all the tricks to keep them happy.
No one will read all of this, or care anyhow. So...😂
captain11
Captain
•
6.2K Messages
21 days ago
@dlpsr Hey, I resemble that remark! (Pun intended, not pointed out to you dipr, I know you got it). I read the entire post, and agree with you a loyalty dept isn't the way to go. I changed my plan to "Core" and must admit, however, when I called I talked to two reps, not 3, and was off in under 3 minutes. That said, I already sent in my feedback that with the "click to cancel" reg counting down, SS would do well to make lemonade out of lemons and once the click to cancel process is initiated (which I would do tomorrow if I was SS), I would then place in a process for people like me that want it difficult for an imposter (not me) to cancel or change my monitoroing by allowing customers to "opt in" to have to call and then have to verify for any changes, including cancellations. I refer to my cell phone carrier, who has it set up, with my opt in, I must call and provide a 6 digit PIN to port my cell line to another device or carrier.
Finally, as you go my cousin just purchased her first system and will be taking a crack on her own to install it in November. I am her "emergency backup" if she needs it, and will be my 30 somthing system recommend and placed.
Do hope you stick around the forums, at least for awhile. It is a better community with you in it!
(edited)
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dlpsr
1.3K Messages
21 days ago
Doing the base station twist to see if that clears any fog out of firmware.
Ever since downgrade app doesn't want to talk to base very much.🤔🤣
Kinda of expected that...
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worthing
737 Messages
13 days ago
"If you say Cancel, your system will cease to function."
This is patently false. If you cancel monitoring then you will lose functionality but the system doesn't stop working entirely. I just went through this a few months ago and my system is still up and running with all the functionality that comes with the free tier. My mobile app still works, I can still live view cameras, my sensors still work, I can update firmware, etc.
If someone called to cancel monitoring and their entire system stopped working completely then either it was coincidence and something else happened or someone made a mistake when cancelling their monitoring. That would be the exception, not the rule.
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