4 Messages
Terrible Customer Service
have searched for a better forum to discuss this topic such as a direct email or complaint contact number, but I’m unable to locate one in a timely manner. So, here it is…
I spent three hours on the chat with technical support this morning to discuss an issue. During this time the individual was apparently not reading/understanding the entirety of my issue. The conversation continued and devolved to the point where the representative told me twice that I was unable to perform a function with my system(the issue at hand) that I had been using for over three years.
While ending the text conversation, I called customer service and spent another thirty minutes on the phone addressing the issue.
SimpliSafe has a fix they are attempting despite it not being the logical solution. At this point I feel as though SimpliSafe puts no value in the time of the customer when resolving issues.
emily_s
Community Admin
•
3.4K Messages
5 months ago
Hi @jrcowan90,
I'm sorry to hear about this, this is not the experience we want you to have. I've escalated your case details to our Specialist team, a senior agent will reach out to you soon to make sure that you're taken care of.
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sewso65
1 Message
3 months ago
I totally agree. All I wanted to know was how to open a sensor, that's it. I told her my name & email. She wanted to know if I was using my old or new system. Why would I use an old system when I've had a new system since 2021!!! Duh! Also wanted to verify by giving her the base station #. I didn't have it in front of me & didn't feel like going to get it. So, I finally said "forget it" & hung up. Horrible customer service. Wish they had customer service in the states!
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jkpowell13
1 Message
2 months ago
Your understanding is understandable. I have been a customer for three years and a wind storm blew awqy my yard sign. when I called to request another one, i was told there was a three dollar charge, plus shipping. This could not be more ridiculous! It's advertising as well as a notification to potential trouble makers. I don't know what the shipping cost is and neither did the customer service person who took my phone call. I will do without the sign and if anyone asks me which service I use, I will tell them to shop around.
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SimpliSafeSally
1 Message
2 months ago
I had one issue after another with my SimpliSafe purchase but it is the dishonest return policy that I am sharing here as a cautionary tale. After shipping back all of the components, within three weeks of purchase, I discovered that the refund was $82.67 short. A courteous customer service representative let me know that an error had been made and that an additional $62.67 would be refunded. So far so good.
However, contrary to the company's refund policy, which clearly states "Full refund. Customers can return products within 60 days of purchase for a full refund, including free return shipping," it turns out they deduct a state's sales tax from the refund. Although this is a nominal amount, it was the last straw after four weeks of substandard support from this company.
I was informed by my state's Department of Taxation that SimpliSafe is violating the terms of its official refund policy. The company's response: "We apologize for the inconvenience this might cause you. However, we will not refund for the states sales tax." No explanation.
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micmallard
3 Messages
20 days ago
Your customer service is lacking, that is for sure.Im getting ready to contact the BBB on my issue.Tired of the false promises.I actually was included in on a conversation between two of your specialists who somehow clicked me in on the conversation they were having.I wanted all my newly purchased sensors replaced because they are failing one by one.I overheard them saying , that ain't never gonna happen.Maybe we can give him one or two.What a joke, what disrespect. I think its time to speak with Chad Laurans or Christain Chairman, if their still around.Maybe they would care.
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alysonjh2
1 Message
13 days ago
Hi there,
I just had the same incident. The representative then rudely told me I installed my sensor wrong. No big deal, but I would have liked a better response than “no. You installed it wrong”. It made me feel so dumb! Then, they refused to give me a survey. Very disappointed!
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wandeheipt
2 Messages
10 days ago
OMG SAME. I want to pay someone to come to my house to install my system. The first time I called the SimpliSafe employee claimed he needed about 20 minutes of information before he could provide me that number. At the end of the 20 minutes he said he needed "to check with someone" before going forward so I ended the call. The second time I called, again just wanting to connect with someone to install the equipment I have, the SimpliSafe employee said "no problem," she would connect me and then disconnected the call. The THIRD time I called about the exact same issue, the Simplisafe employee told me there was no way to directly connect me but gave me an 888 number to call and when I called them THEY disconnected me. This company has gone seriously downhill and does not train employees or value customers.
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wandeheipt
2 Messages
10 days ago
OMG SAME. I want to pay someone to come to my house to install my system. The first time I called the SimpliSafe employee claimed he needed about 20 minutes of information before he could provide me that number. At the end of the 20 minutes he said he needed "to check with someone" before going forward so I ended the call. The second time I called, again just wanting to connect with someone to install the equipment I have, the SimpliSafe employee said "no problem," she would connect me and then disconnected the call. The THIRD time I called about the exact same issue, the Simplisafe employee told me there was no way to directly connect me but gave me an 888 number to call and when I called them THEY disconnected me. This company has gone seriously downhill and does not train employees or value customers.
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libraldy59
1 Message
7 hours ago
Cancelling my subscription was a nightmare. The SS agent was very rude and insisted she did not understand my “logic”. I re-explained and further explained my situation several times until I finally just insisted she cancel my subscription. There was never any appreciation for the 5 years of membership or any empathy for my situation. Being honest with this person was the wrong way to go apparently. I’m done….who wants my equipment???
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