1 Message
When did this company go to crap on customer service.
I've had the smart door for 5ish years. My wife decided we needed new door fixtures. Of course I don't have the adapter needed to replace. Not only was I told they couldn't get me a replacement, was stated that I just need to buy a new one. For one small piece of plastic. Pretty ridiculous.
Official Solution
emily_s
Community Admin
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3.3K Messages
7 months ago
Hi @Mattraybern,
I'm sorry to hear about this - this is not the experience we want you to have! I've forwarded this to our escalated Support team for further assistance. A senior agent will call you soon to help.
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captain11
Captain
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6.1K Messages
7 months ago
@Mattraybern did you ask for a supervisor? I agree with you, bad response and I wouldn't be happy either, but, before you write off the company I suggest you call back, ask the question again, and then escalate your call if necessary. I am not sure if SS carries the adapter parts or not (if they don't SS needs to step up its game) but I have called for parts in the past (Doorbell Pro most recently) and parts have been shipped and at no charge to boot.
If you do make that call, please post your outcome here if you get a chance.
Thanks!
Update: I just did a search in the community and it looks like you may be in luck, just an agent that needs more training, which I know once brought to their attention, SS will make sure he or she gets it.
https://support.simplisafe.com/conversations/smart-lock/part-needed/6236410c48f90a678474f9ff
(edited)
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