So what really happens to our feedback and suggestions?
So real talk, what happens to all of our feedback and suggestions? The standard response is a version of, "I'll forward this on to the devs" but what actually happens? As in, what is the process the devs (or whoever) use to evaluate our feedback and suggestions? Does it just go to a file no one ever looks at again? Does it go to a list that someone uses to prioritize work streams?
Related to this, can anyone name any requests or suggestions that have actually been implemented (other than search in the forums) and approximately how long did it take for those things to be implemented? Having been a customer for a while now (though not as long as some of you who I hope will respond to this thread) and having seen the same things asked for week after week for a few years (judging by old forum posts) I am, to be blunt, starting to think that we're wasting our time asking for changes 99.9% of the time.
1 year ago
I don't remember much of what I personally have asked for, except the following:
1. New forum (asked in 2018) - new forum ready this year.
1.5. The search put back on the forum (asked for a looooooong time), finally have a search on the new forum, so I'm guessing it's been at least 2 years, probably longer.
2. More consistent rep help in forums (asked in 2018) - the reps we know really well (one or two) have done the best they could, and recently, Davey D's constant presence is a huge plus.
3. Text msg alerts when wi-fi down (asked in 2018) - available about a year later (I think).
4. One login for forum and account page (bypassing the verification over and over), asked early last year, so far I think with the new forum, it's working better now.
5. Louder base station volume (can't remember when asked), guess resolution is not possible.
1 year ago
Over the past 10 years there have been several occasions I have been contacted by someone at SS for follow-up questions, information etc, and I do believe they record most of the feedback and input they receive from customers. Historically, glacial slooooow movement, but, within the last year, heck, even 6 months, there has been warp speed starting to be engaged. With new Sr mgt in place, new call centers being built, more hirings and an influx of new capital, I believe Simplisafe has realized become world class, increase resources to match increased sales or die.
This forum, online chat, new call center and recent customer oriented monitoring plan changes all point to good things. One stumble, in my opinion, was SS's decision to sell the new outdoor camera only to new customers. Yeah, supply chain issues, blah blah blah but let's face it, you favored new customers over existing in the name of market share and your bottom line. Strike 1, but baseball and running a successful customer oriented business is a nine inning game, with a long season. Everyone, including SS, gets a pass at times.
In summary, Simplisafe is still the best effective and value solution in the business. Happy Holidays SS, ttake a few days off and then get back to work!