Yes, unfortunately we do need you to call in so we can verbally confirm your Safe Word passcode - as we would for any change that could negatively impact your security.
And yes, you are absolutely right that it shouldn't take so long for our Support team to take care of. They're seeing some extremely high call volumes right now, but we're all working together to get the response times back down to normal.
nickwilkins, looking at your account I'm glad to see that you were able to get through. We sincerely hope that the next time you need to reach out, you'll have a much smoother experience.
Only takes me a few minutes to get someone in customer service when I called. Had to call twice, once on my account and once on my daughter's. Maybe you just called at a bad time and should have hung up after five minutes and called back later.
I have called a number of times, each time I was put on hold for hours. I gave up. I have reached out to Simplisafe on twitter and email. Trying here to see if I get lucky and someone from support contacts me and helps me cancel the account.
Well, ya know, you are on a month-by-month basis not a long term contract. I'd much prefer to see people exit gracefully and on good terms but, worst case, you contact your CC company to stop the payments.
You might have seen my reply above. Our Support team is experiencing some extreme call volumes right now, and we're all working hard to get it under control. It's possible that if you reached out on Twitter, one of my colleagues might have set up a call from a Specialist for you. But even then, it might be a while before they can get to your call. It's all hands on deck over there!
The best path, unfortunately, is just waiting on the line.
@Johnny M Appears SS is back where it has been historically...and not in a good way. Your former new "Gucci" phone system was to offer scheduled call backs when a customer opted for it, was shortly deployed and then pulled back. That was well over a year ago and would be a partial solution to customers wanting to cancel or modify monitoring subscriptions.
I don't know if online chat that once was in the help center would be an acceptable alternative, hiring of temps, outsourcing etc but this really has to be addressed. Thank you for your ongoing efforts.
Of course you can upgrade your monitoring service online but have to call to downgrade and cancel. Gives sales a chance to talk you out of it. Tactic used by many companies, not unique to simply safe. But annoying as heck, and I avoid doing business with these types when I can. Saying it's a security precaution is just an company policy answer to avoid creating a secure way of doing it. I've had monitoring services, and frankly more highly secure critical systems that were easier to cancel than having to wait 30 minutes on the phone. It's easier to make a trade or transfer funds between financial institutions then cancel your simply safe monitoring subscription.
mdolfan
180 Messages
2 years ago
However, you should not have to wait so long to speak with someone. That is frustrating and something that Simplisafe should fix.
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davey_d
Community Admin
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4.3K Messages
2 years ago
Yes, unfortunately we do need you to call in so we can verbally confirm your Safe Word passcode - as we would for any change that could negatively impact your security.
And yes, you are absolutely right that it shouldn't take so long for our Support team to take care of. They're seeing some extremely high call volumes right now, but we're all working together to get the response times back down to normal.
nickwilkins, looking at your account I'm glad to see that you were able to get through. We sincerely hope that the next time you need to reach out, you'll have a much smoother experience.
- Johnny M.
SimpliSafe Home Security
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duffy_4
28 Messages
2 years ago
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sundeepmaithani
1 Message
2 years ago
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whoaru99
1.3K Messages
2 years ago
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davey_d
Community Admin
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4.3K Messages
2 years ago
You might have seen my reply above. Our Support team is experiencing some extreme call volumes right now, and we're all working hard to get it under control. It's possible that if you reached out on Twitter, one of my colleagues might have set up a call from a Specialist for you. But even then, it might be a while before they can get to your call. It's all hands on deck over there!
The best path, unfortunately, is just waiting on the line.
- Johnny M.
SimpliSafe Home Security
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captain11
Captain
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5.1K Messages
2 years ago
I don't know if online chat that once was in the help center would be an acceptable alternative, hiring of temps, outsourcing etc but this really has to be addressed. Thank you for your ongoing efforts.
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jared
1 Message
10 months ago
Of course you can upgrade your monitoring service online but have to call to downgrade and cancel. Gives sales a chance to talk you out of it. Tactic used by many companies, not unique to simply safe. But annoying as heck, and I avoid doing business with these types when I can. Saying it's a security precaution is just an company policy answer to avoid creating a secure way of doing it. I've had monitoring services, and frankly more highly secure critical systems that were easier to cancel than having to wait 30 minutes on the phone. It's easier to make a trade or transfer funds between financial institutions then cancel your simply safe monitoring subscription.
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sfrisc5552
1 Message
9 months ago
I can't remember the safe word. I moved from the address two years ago. The system was taken down and removed from the address. What do I do now?
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