Customer Service Rep: Excellent support beyond the standard..

Very close friends of ours almost 40 years finds one of them, the husband, living with the decline of dementia.  It is very tough on his wife (the caregiver) and we do what we can to assist. Earlier this week he  set off their SS3 alarm that alerted her he was out of the house and was quickly found.  I am a contact on the account and asked by phone is all was okay.  It appeared the contact list was never updated to remove his name. Today I stopped by, called SS customer service together, authenticated and made the necessary updates to the contacts and explained the reason for the removal.  The agent was very professional, had the right amount of empathy in this voice and asked if we could wait a minute as he updated the residence notes  accordingly and then proceeded to do an entire system review.  The result was that an entry sensor battery on the front door was almost dead and a battery for a glass break sensor was dead, and according to his records, notices were in the app and would have been sent by email.  He then asked if there was anything else he could do etc.

Unfortunately, we did not think of getting his name but in our book, did a world class job!