1 Message
Does anyone ever get a call from iLabs/Engineering?
I've been having an advanced level issues with my smartlock and system that can't be solved by the regular "support" help so they keep referring me to whatever iLabs is. It's been more than a month now and every time I check in it's always "you have to wait 3 to 5 days." And "You can't call them they'll call you"
I literally call support every 5 days and absolutely nothing. So I'm starting to wonder if iLabs is a scam to just make me keep paying for a service I can't use. Anyone ever get a call back?
Official Solution
davey_d
Community Admin
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5.7K Messages
5 months ago
Hi @jaclynschmidt5 ,
We sincerely apologize for the delay and getting your Smart Lock issue resolved. It sounds like the agents you spoke with attempted to escalate your issue to our specialist team. I have personally contacted the head of ur escalated team, and we're going to make sure that you get that call ASAP!
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captain11
Captain
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6.2K Messages
5 months ago
@jaclynschmidt5 short answer is no, never heard of them and a google search brought up some possibilities, but nothing clear. My smart lock works fine. Suggest the following
1. Politely and calmly call SS support. Ask the agent up front to read the notes on your account
2. Once they read your notes, ask for your case to be escalated to their manager, either immeidately or set a date and time for a callback. If they decline, you say you will hold. If "disconnected", call back, repeat 1 and 2.
3. Once you have the manager, ask what is the next step, other than the mysterious ILab, or, they can explain it to you. Get a "no", ask for their manager. If disconnected, go back to 1. Repeat.
I know Simplisafe is very responsible and committed to customer satisfaction. Once the right people know of your situation, you will get action.
Please post your outcome here if you get a chance.
(edited)
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