3 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
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3.3K Messages
2 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
25 days 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 days 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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