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Krstevens87

18 Messages

Bug reporting

I feel like I’m crazy after just one week of using SimpliSafe. I’m stunned by how many times I’ve had to communicate with the Customer Support team regarding things that are not Customer Support issues because there’s no channel to communicate with technical teams. Is there not a bug report link anywhere in the app or the website? How am I supposed to report bugs? I just submitted a bug report via the Customer Support chat because it’s the only way I can communicate with anyone other than phone call, which is the same customer support department just a different team. I spent more time explaining what a bug report was than reporting the actual bug and they kept trying to fix it for me. I kept having to explain I don’t need their help fixing it. “It can’t be fixed by you or by me your development team needs to get involved”.  


Does anyone know another way to submit bugs other than posting in the community page here or contacting Customer Support? I did find an article on the site about reporting security vulnerabilities by Email but this is not a security vulnerability it’s simply a performance bug. 

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Official Response

simplisafe_admin

Community Admin

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1.8K Messages

@Krstevens87 If you are experiencing something that you believe is a bug, the best way to get it resolved is to either post about it here in the Community or reach out to our Support team. We can look into the issue and, if it does appear to be a bug, get you in touch with our Technical team. 

 

This is the process we follow because we want to be able to confirm if the issue at hand is in fact a bug first.

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Krstevens87

18 Messages

@simplisafe_admin​ it’s a very badly managed process. It took me a week to get appropriate assistance, technically I still haven’t got it but I finally discovered it exists and made contact. 

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captain11

6.7K Messages

@simplisafe_admin​ Keep reading the thread. Is there or is there not two separate depts, customer service and tech support or is it one consolidated function?

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Krstevens87

18 Messages

@captain11​ I don’t know who you’re talking to, me or the admin. You and I both know those are two separate departments. They just don’t disclose the fact that they have a technical support team and they make it very difficult to get in touch with them on purpose, because they don’t want to field the calls. So they filter everyone through their customer service department, who have no idea how to do technical support, which weeds out the majority of callers because they just give up. 

(edited)

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Krstevens87

18 Messages

@captain11​ the icing on the cake is that he gave me the link to the Customer Support team, proving he didn’t read a damn word of my post except for the title, or he would’ve realized giving me the link to the Customer Support team was the absolute worst thing he could do. 

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Krstevens87

18 Messages

@captain11​ @simplisafe_admin and to top it all off the technical support team *supervisor* that called and left me a voicemail and emailed me, who requested that I email him back to let me know when I was available to call, don’t respond to my email at all and never called today like he was supposed to.  Just no response at all. But that’s exactly what I’m beginning to expect from SimpliSafe.  

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Accepted Solution

Krstevens87

18 Messages

Closing update on this thread:

After dozens of useless calls to Customer Support and then finally finding out that they have a technical support team that you can’t access until customer support gives you the number, and then going through two supervisors who both completely dropped me and disappeared after our initial contact,  I finally reached some people who actually gave a damn today; Mary (answering agent) and Sofia (supervisor) on the technical support line, the number for which I would love to list here, but SimpliSafe has banned posting that number on their forum because they don’t want people to have it. (if that doesn’t make you angry, you didn’t understand what I just said)


I spent two hours between the two of them, giving my feedback explaining the problems and flaws in the app, and was so incredibly relieved to actually have someone listen to me and express interest and concern in these issues, as they agreed these are serious problems, not user error or issues with my equipment. 

These issues have finally been escalated and I will receive a call in the next few days when they are being addressed by the team handling the escalation. 

I’m relieved to have these issues properly reported and being handled now, but I can’t express how incredibly disappointing and frustrating it was making this happen and it has left a bitter taste in my mouth for this security company that I’m not soon to forget.

if anyone asked me if they should purchase SimpliSafe for their home I would say absolutely not.  I’m grateful that SimpliSafe has employees like Mary and Sofia, but unfortunately, for every Mary or Sophia, there are apparently a dozen employees who just don’t care and can’t be bothered to help SimpliSafe Customers at all.  

(edited)

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captain11

6.7K Messages

@Krstevens87 There is something going off the rails here sure. I have a SS3 system since 2017 and other than the occasional issue (maybe 3 in 7+ years) if I call Tech support, they have addressed it.  If you call the toll free number for tech support, you get that, not customer service.  I am suggesting, politely, that as a new user there may not be a bug with the system but a misunderstanding how it is designed to work, or, an installation/environmental issue.

I suggest you call tech support and ask for a supervisor to call you back at a set planned time and answer any questions you have and address any issues.

As far as bugs, you can post them here in the community and will be put on "Simple Tracker".  Unfortunately, the community is usually on monitored week days.

Please post your outcome here if you do call.  Good luck.

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Krstevens87

18 Messages

@captain11 thank you for your response. This is the first time I’ve ever heard mention of a technical support phone number for SimpliSafe. Would you be so kind as to share the number you’re referring to? I’ve looked all over the app and the website and have only found one number listed on both, for customer service. 

I appreciate the advice. I would like nothing more than to have a conversation with a technical support team member about the several issues I’ve encountered so far. The one referenced in this post I can confidently assure you is not user error or an environmental issue. Regardless, it’s a relatively minor bug. I just wanted to provide the feedback to be helpful, in hopes that eventually, it could be addressed in a future  update, but the experience in so doing was incredibly frustrating. 

Thanks again, and please do share that number if you’re able. That would be a game changer for my experience so far.

(edited)

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Krstevens87

18 Messages

@captain11​ Correction. There are two separate numbers listed. An 888 on the website and 800 on the app, but both are labeled and connect you to customer service. 

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captain11

6.7K Messages

@Krstevens87​ @simplisafe_admin Handing off to the SimpliSafe admin for the official reply and clarification.  In the past when I have called there were two separate, distinct departments.

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Krstevens87

18 Messages

@captain11 @simplisafe_admin Yeah, let’s keep the secret phone number secret. It’s infuriating that they don’t publish those numbers. It took a week of wasted effort, frustration, and hours of time, but I finally was told about the secret technical support department and their precious phone number that’s so closely guarded. I have a call scheduled tomorrow, and I have emailed my issues to a technical support supervisor, so I’m good from here. Thanks for the help. 

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captain11

6.7K Messages

@Krstevens87​ I don't know what number and recordings you get, but I just called and got 1 for a new system install, 2 technical support 3 Track an order and 4 Customer Service. Need a monitoring certificate, have a billing issue, I hit 4. Technical support 2.  Now will wait until tomorrow morning for the admin's response.

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