3 Messages
Customer Service is a Nightmare
I just spent an hour on hold talking to three different customer service reps.
What happened to SimpliSafe?
I had a notification in my app saying my payment was late when it wasn’t (the payment processed a couple of days ago). Nothing would make this notification go away.
I also, walked around my home by accident in the Away mode for about an hour and the alarm never went off (I have three different sensors and apparently none were triggered).
So I decided to cancel the monthly payment which was like pulling teeth. Even though the payment just went through a couple of days ago, the rep told me AFTER I cancelled that I couldn’t get a refund for the month I’m not using the monitoring system. Then she said I might be able to get a refund but she needs to get it approved and a supervisor would call me back sometime to discuss refund. i told her I would prefer holding for the supervisor. I was then on hold for so long that she came back and said she would give me a refund but she might get in trouble (??). I told her I will continue holding for the supervisor.
This rep also told me that if I disconnect the monthly payment the system wouldn’t work. Huh??? I thought the monthly payment was for the monitoring, not the alarm system. When I questioned her about this, she flippantly told me that I’ll see what she means when the renewal is cancelled. Seriously — who says this?
FINALLY after an hour I get a supervisor and she eventually refunds the amount, but only after a scolding saying that this is not usually how this works, or something to that effect.
What has happened to this company?
davey_d
Community Admin
•
5.7K Messages
10 months ago
Hi @SimpliSeattle ,
I'm sincerely sorry to hear that you've had to go through all this trouble. It sounds like what happened is that we ran into unusual account issues, which is what led to the original problem you were calling in about. Perhaps that's what our supervisor was trying to get at.
But it also sounds like you were able to get to a resolution eventually. But if you still need assistance, I would be happy to set up a call with a senior agent so we can take care of you.
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SimpliSeattle
3 Messages
3 months ago
I just wanted to update my post and say that I am extremely pleased with the most recent response from SimpliSafe.
They were understanding and apologetic and went out of their way to help me out with my issues.
I understand that customer service in general across all companies and industries just isn't what it used to be, but I am very impressed with how quickly SimpliSafe addressed my concerns. They genuinely care about the customer - this is how companies used to function.
I will definitely continue to use their products, which are some of the best on the market. I just hope some of their customer service agents get a little more training.
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