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I can’t ever reach a live person unless I set off my alarm
This is an alarm company. I should be able to reach a live person 24/7. I can’t EVER reach a live person unless I wait an obscene amount of time. Once, I had to set off my own alarm just so I could get a live person to call me. Today, I called simply safe customer service and was told the wait was under 2 minutes. After waiting 11 minutes, I hung up and called back. Now I’m being told the wait was over 35 minutes. When I do reach someone, they aren’t professional. Instead of making me feel at easy, I hang up feeling angry. When I explained what was happening to a police officer (they actually respond), they told me what I was experiencing was ridiculous and suggested I switch alarm companies. I think they’re right.
captain11
6.8K Messages
11 days ago
@Galina_Gokun1 Monday, 11:40 am central, I called for customer service and tech support. Both were reported at less than 15 minutes with an offer to text up front For tech support: 15 min est.Then, after 3 minutes, went to less than 2 minutes with another offer to text. Total time to connection: For tech support total hang time from the menu to a live agent was 7 minutes. Repeat for customer service, similar, maybe a minute shorter.
As I do not know the day or time that you called, that may account for the difference in experiences.
To SimpliSafe: In my book, chat if fine for customer service issues (billings, credit card payment matters etc) but nothing beats a good old fashioned phone call to address tech support issues. And, hint, hint: I want to text with your agent, I will do it at your website in the community, you don't have to remind me multiple times.
And, back to Galina, setting off your alarm will only get you a monitoring agent on the line, and they can't transfer you to tech support or customer service.
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obachilova
3 Messages
6 days ago
I have been a loyal SimpliSafe customer for more than two years and have consistently recommended your products and services to friends, family, and coworkers. In the past, your customer support was one of the main reasons I felt confident recommending your company.
Unfortunately, my current experience falls far short of the level of service I have come to expect. A wait time of over 90 minutes for technical support is unacceptable, especially for an existing customer who is simply trying to install a product purchased from your company.
This experience has significantly diminished my confidence in SimpliSafe's commitment to customer service. It is disappointing to see such a decline in support quality after years of being a satisfied customer and advocate for your brand.
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obachilova
3 Messages
6 days ago
Believe or not I didm't get and support. I do not recommend installing SimpliSafe.
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