3 Messages
BROKEN PROMISE: $200 gift card for a referral
On Feb 1, 2024, I sent my daughter a referral code to establish SimpliSafe service in her new apartment. SimpliSafe generated the referral code as part of an offer to receive a $200 gift card, and my daughter started her service 3 days later. I still have a copy of the actual code that she used.
On April 26, 2024, I called SimpliSafe to check on the status of the $200 gift card, as I had not yet received the giftcard or any updates. After being transferred multiple times and retelling the story, I was finally told that my referral was successful and that I would receive the gift card in my email inbox in a few weeks.
On May 24, 2024, I called again for an update as I had not received the gift card or any updates. After being transferred multiple times and retelling the story, my daughter joined the call to verify that she had used the referral code to subscribe. At that point, I was told (again) that my referral was indeed successful and that I would receive the gifcard in my email inbox in two weeks.
On July 2, 2024, I called again as I had not received the giftcard. I was told that I would need to make the referral again, complete a form, and if successful, I would receive a giftcard in 45 business days. I said I should not need to do more work and asked to speak to a supervisor. The supervisor, Wilson, researched the history of both my account and my daughter. Of course, I have checked my spam file, verified the safeword, my email address, etc.
Wilson verified that I did make a successful referral and that “SimpliSafe will honor our commitments”. He said an email with the gift card (or maybe a form?) will be emailed to me in 5-7 business days.
I can’t be the only SimpliSafe customer that has been subjected to this experience.
SimpliSafe, please keep your word.
captain11
Captain
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6.1K Messages
4 months ago
@FortAndy Simplisafe is a honorable company, and does keep their word. Notice I didn't use phrases like "organized all the time", flawless etc. In my experience, when they misstep, they acknowledge and then take the necessary steps to make it right, or if they can't, find something that keeps you, or at least attempts, to keep you a satisficed customer.
I am confident your post will get a reply within 24 hours.
Please post your outcome here if you get a chance.
Update: it looks like the community support team took Wednesday off. Possibly Friday for a response?
(edited)
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davey_d
Community Admin
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5.7K Messages
4 months ago
Hi @FortAndy ,
On behalf of our Support team, we sincerely apologize for the inconvenience. We work with a third party provider to facilitate the gift card system, and unfortunately our Support team can sometimes have trouble when the system doesn't work right. The great news is that we've got our escalations team working on the case, and we'll hopefully get your bonus out to you soon.
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FortAndy
3 Messages
4 months ago
Happy to report that I received the gift card on July 3.
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dlpsr
1.3K Messages
4 months ago
It's not a singular experience if you search here. I don't have the failure rate data, but somebody does.
But what may be the reasons?
Several. Etc.
Read the fine print after clicking the referral link in the SS app. There's lots to read as usual.
In the OPs case its sounds as if the procedures were followed to the T. Link sent, family member used the link within 3 days etc. OP followed up many times, with sloppy assistance provided.
Blaming 3rd party, poor excuse.
For others there is as I read it, a 45 day time limit to use the code sent.
Talkable "appears" to have a decent rating.
Customer service, support capabilities unknown.
Not sending cards if the code wasn't used or the recipient person referred just made a purchase without clicking thru the code is another reason. Or, Time ran out on the code. Legitimate reasons per terms and conditions.
When all terms appears to have been met, and not all existing SS customers probably read terms and fine print, then it's on Simplisafe to jack up their 3rd party.
Some of it is to try to prevent fraudulent referrals for free gift cards. There are unscrupulous people, who knew? Lol
It seems Simplisafe fixes many and as mentioned above, better late then never. By the way, You're fireddddduh. 😂 😉
But if it were my referral program, and it isn't, that I'm paying for, I'd be on the horn to the 3rd party Talkable, ASAP, and tell them to shape up or else, long ago.
Just blaming the 3rd party is a poor excuse without followup. And there may be some I'm unaware of, but no one ever says that.
If you don't really get enough referrals for it to mean much, then I suppose it doesn't matter and the referral program should be scrapped.
If it does generate a lot of new purchases and "monitoring fees" lol, then address it.
Leaving a bad taste in the mouth of refferrers will just destroy the program and it will gradually and eventually fail it's intended purpose.
Same goes for the pathetic retention program and cancellations issues. Already burned many former never coming back customers.
Staff meeting adjourned, get to work.😜
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rjmartinhome
1 Message
3 months ago
Going through the same run-a-round. I've been happy with SimpliSafe up to this point but this poor customer service. I never received anything acknowledging the referral or the "promised" gift card.
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