Good luck if you sign up for monitoring. The only way to cancel is to call customer service. I have been waiting on the line 1 hour and 48 minutes so far. They make it impossible to cancel.
It's actually easy once you speak with someone. Calling in is for security- you don't want someone getting your phone, cancelling service in the app and then breaking into your home. Unfortunately the wait times have been excessive lately.
Sadly, it appears SS is back where it started with long wait times, especially the excellent results they had earlier this year to answer calls in seconds.
Working for a medical device company for many years, there was a built in metric between installation of devices and calls. Once the metric (hold times among others, like one call fix rates) were exceeded, there was a 30 day clock started on installations. If not addressed, installs stopped and sales, service etc didn't get paid their monthly bonuses. Amazingly, for some reason, support center rarely exceeded the 10 minute metric. BTW, bonuses went the other way too with the support center and operations.
@stan7a8ef4 You can give us a call at 1-800-203-1543. And please be sure to have your Safe Word ready, as our agents will need you to verbally confirm it before making any changes to your account.
And I'm having the opposite experience. I'm certain I cancelled my service 2 years ago, and missed checking. Now I'm calling back to cancel, and they can't do it unless I give them the serial number off a camera, that hasn't been online in over 2 years (nope don't have it). I request a supervisor, and had to wait 10 minutes, and all they keep asking me is for the email address.
The process to cancel is long, intrusive, and bizzare. I have never encountered such obstinance and difficulty in trying to cancel an account. This is unacceptable.
@Copacino thank you for your feedback. Our Support team does need to ask a couple of questions to help us understand your situation better. For example, we ask why you're canceling, just in case we can offer alternatives like suspending your account temporarily (so it can automatically resume without you having to take further action). Or you might want to continue using your system, just without monitoring service - in which case we would consider that a downgrade, rather than a full cancel. We just want to make sure that we're taking the action that best fits your needs.
It is a very fine, fine line from being helpful/assertive to just being a PIA. (pardon my french). ADT, Sirius Radio, Comcast and many others never mastered the art of the "loyalty dept" and as a result, I for one (and I know many others) will go to the grave never ever being a customer again.
I am, and remain, a loyal SS customer so no need to contact the "loyalty" dept to cancel but just wanted to provide a cautionary mention to Simplisafe mgt. Again, a very, very fine line.
As all previous comments - they are not helpful at all when you ask them to "Cancel" I got the run around then after several attempts through phone calls and live chats, I had to request it through an email to the CEO of the company! Good Luck
hondaman88
113 Messages
3 years ago
0
captain11
Captain
•
6.2K Messages
3 years ago
Working for a medical device company for many years, there was a built in metric between installation of devices and calls. Once the metric (hold times among others, like one call fix rates) were exceeded, there was a 30 day clock started on installations. If not addressed, installs stopped and sales, service etc didn't get paid their monthly bonuses. Amazingly, for some reason, support center rarely exceeded the 10 minute metric. BTW, bonuses went the other way too with the support center and operations.
SS, you should try it. Works well.
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stan7a8ef4
1 Message
8 months ago
what is number to call to cancel my account??
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Copacino
1 Message
4 months ago
The process to cancel is long, intrusive, and bizzare. I have never encountered such obstinance and difficulty in trying to cancel an account. This is unacceptable.
1
0
captain11
Captain
•
6.2K Messages
4 months ago
It is a very fine, fine line from being helpful/assertive to just being a PIA. (pardon my french). ADT, Sirius Radio, Comcast and many others never mastered the art of the "loyalty dept" and as a result, I for one (and I know many others) will go to the grave never ever being a customer again.
I am, and remain, a loyal SS customer so no need to contact the "loyalty" dept to cancel but just wanted to provide a cautionary mention to Simplisafe mgt. Again, a very, very fine line.
0
libertyp
1 Message
1 day ago
As all previous comments - they are not helpful at all when you ask them to "Cancel" I got the run around then after several attempts through phone calls and live chats, I had to request it through an email to the CEO of the company! Good Luck
0
0