Is this the new "standard" in Customer Service Depts?

Let me say upfront, that this post has nothing directly to do with Simplisafe. It has to do with customer service in general, or, lack thereof. Several years ago, I called my insurance carrier on why their website continued to show incorrect payment amounts for a change I made. The agent's response made my jaw drop: "Don't worry, I can assure you it's correct on our internal system but the website always gets it wrong".  When I asked why, she replied she didn't know but it was reported to IT 18 months prior and thought it was being worked on! Three weeks later and many phone calls it was finally fixed.

Move the timeline to yesterday, as my wife told me she "attempted" (key word there) to update our credit card information for autopay with another company. Two computers and three browsers later, I gave up, raised the white flag, and asked her to call today.  She did and their reply? "We have limited capacity and there were probably too many customers and agents in the system at once. “The agent then asked for the credit card information, updated the record and then my wife confirmed.

Although now retired, I do remember heads rolling for gaps in service to our medical customers. Don't get me wrong, not the rank and file that have to live through this nonsense, but those in management who either didn't give a damn or didn't notice an issue in the first place.

When customers have a choice, they make it and leave.  For myself, examples of ADT and Comcast are two companies I will never use again in my lifetime.  And tell as many people as I can.

Simplisafe, all I can say is CI. Continuous Improvement. Never, ever stop.