4 Messages
SEE NEW UPDATE - What can I do about terrible system and customer service? I’m about to make a report to the better business bureau.
UPDATE:
Daniel from the office of the CEO called me today and he was AMAZING! He was very kind! He took the time to explain how devices work more thoroughly. He gave me a point of contact directly to him in case I need more help. At this point, he helped me get everything working very well! I really appreciate him!
This was tonight’s experience with chat support and I’m mad!
(Wed, 29 May 2024 23:54:24) SimpliSafe Assistant : Hello, thank you for contacting SimpliSafe®! Please allow us a moment to review
the information given to the Digital Assistant, so we can provide you with the
best possible assistance today. While we are reviewing, may we have your name,
please?
(Wed, 29 May 2024 23:55:25) Anonymous User :
(Wed, 29 May 2024 23:55:55) SimpliSafe Assistant : Hi, . Could you tell us more about what happened to your Outdoor Camera?
(Wed, 29 May 2024 23:58:23) Anonymous User : It wouldnât connect to WiFi. I had to remove from system and reinstall. Now it
wonât connect again. Only thing I can think of is the power may have quickly
flashed in a storm.
(Wed, 29 May 2024 23:59:13) SimpliSafe Assistant : We understand that your camera won't connect to Wi-Fi, and appreciate you for
reinstalling. Rest assured that we will do our best to make certain that this
gets resolved for you!
(Wed, 29 May 2024 23:59:24) SimpliSafe Assistant : May we know when did you notice the issue?
(Wed, 29 May 2024 23:59:38) Anonymous User : Tonight
(Thu, 30 May 2024 00:00:24) SimpliSafe Assistant : Alright. Did you notice any error messages?
(Thu, 30 May 2024 00:00:29) Anonymous User : Unless the app isnât working right
(Thu, 30 May 2024 00:00:34) Anonymous User : No
(Thu, 30 May 2024 00:00:58) SimpliSafe Assistant : Thank you. How far away is the camera from the Base Station?
(Thu, 30 May 2024 00:01:55) Anonymous User : Maybe 70-80 feet but I have your WiFi extender
(Thu, 30 May 2024 00:02:21) SimpliSafe Assistant : That's great. Just to confirm, the network of your Wi-Fi works with 2.4 GHz,
correct?
(Thu, 30 May 2024 00:02:30) Anonymous User : Yes
(Thu, 30 May 2024 00:02:58) SimpliSafe Assistant : Thank you for confirming. Could you please try to check the recordings to see
if there's offline or unavailable message?
(Thu, 30 May 2024 00:03:50) Anonymous User : One minute
(Thu, 30 May 2024 00:03:56) SimpliSafe Assistant : Sure. Take your time.
(Thu, 30 May 2024 00:06:04) SimpliSafe Assistant :
(Thu, 30 May 2024 00:06:08) SimpliSafe Assistant :
(Thu, 30 May 2024 00:06:59) SimpliSafe Assistant : Hi . It's been a few minutes since we last heard from you. Please let us know
if we can assist you further?
(Thu, 30 May 2024 00:07:40) Anonymous User : I donât see anything
(Thu, 30 May 2024 00:07:41) SimpliSafe Assistant :
(Thu, 30 May 2024 00:09:31) Anonymous User : Weâre very disappointed and frustrated with our system! It took a lot of work,
time, research and money to get the camera working again. We bought the
extended. Didnât help. We bought a new router. Itâs still disconnecting. My
husband is mad and want me to send everything back.
(Thu, 30 May 2024 00:11:34) Anonymous User : After we bought all this, and I was trying to find solutions for the camera, I
read A LOT of other people have these problems too.
(Thu, 30 May 2024 00:12:52) Anonymous User : We havenât even setup half of what we bought because itâs so frustrating
(Thu, 30 May 2024 00:13:47) Anonymous User : Are you there?
(Thu, 30 May 2024 00:15:36) Anonymous User : Hello?
(Thu, 30 May 2024 00:16:38) Anonymous User : And customer service is terrible!
(Thu, 30 May 2024 00:17:53) Anonymous User : HELLO ARE YOU THERE???
emily_s
Community Admin
•
3.3K Messages
4 months ago
Hi @mappint,
I'm very sorry to hear about this. This is absolutely not the experience we want you to have, and please know we're going to do everything we can to make this right. I've escalated your case to our Specialist team, a senior agent will contact you soon to help with your camera, so please keep an ear out for their call.
(edited)
0
0
captain11
Captain
•
6.1K Messages
4 months ago
This must be a generation thing, or, perhaps, sometimes customers (aka people) prefer one form of communicaton or another. For tech support, I have found over the years, and now, nothing like a good old phone call is the best. Online chat is fine, but it is not as immediate, or complete communciation, as alive call. I am talking about tone of the voice, speed of interaction etc. When managing a call center, I always told our agents (over breakfast or lunch as hearing and retention seemed always better on a full or filling stomach) that their jobs were to listen first, ask questions if necessary, then act and then, finally, thank the customer. It was and I still believe, a winning formula. And yes, I utterly despise VRUs and, ugh, loyalty departments. OXYMORON.
All of that said, pick up a phone and call. If you don't get a satisfying resolution, ask for a supervior or manager, politely, and keep going up the food chain.
Good luck with your situation, and if you get a chance, post your outcome here.
2
0
mappint
4 Messages
4 months ago
See new update on original post.
1