‎Can we get a Simplisafe e-mail contact for non-urgent support issues? | SimpliSafe Support Home
 
charpatton's profile

Tuesday, November 7th, 2023 3:30 PM

Can we get a Simplisafe e-mail contact for non-urgent support issues?

Phone service often involves holding for a long time. Chat service is unavailable (it's 10:30 AM EST now on Tuesday):

Thanks!

Captain

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5.9K Messages

9 months ago

@charpatton SS support really doesn't use emails at this time but relies on the community boards, chat and phone calls. There is no email addresses that I know of that are inbound for day to day support.

Community Admin

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3.1K Messages

9 months ago

@charpatton Currently we do not have an email address for support cases. If you ever have a question and you do not want to call in or chat with our agents, we can always help you here in the Community!

12 Messages

9 months ago

Thanks. E-mail would be nice when chat is out as above and phone waits are long, but I realize that you all have limited resources. Knowing that SS reps read and respond to Community posts is good to know!

6 Messages

6 months ago

I agree with this suggestion. It seems odd to me for the company not have a support email with case numbers or trouble tickets and such, as essentially most other services I use these days. If you can't use the phone or live chat, you have to share your issue publicly with everyone. 

That said, I appreciate the quick response from staff when issues are posted here. 

Captain

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5.9K Messages

4 months ago

I can see why SS has opted to eliminate the email option in the name of efficiency, cost reduction, and timelinss. Of the options available, phone and chat both offer time and response advantages, as email exchanges are slower and both sides of the conversation have to wait longer for missing information, questions asked and answered, etc. 

What is missing, more importantly, in my opinion, is online, live-hosted SS webinars on featured topics where customers can ask questions and have SS associates answer in real-time. (Yes, SS, that dead horse is still taking a beating)

1 Message

3 months ago

LIVE CHAT IS NEVER AVAILABLE!

Captain

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5.9K Messages

@dcorrero​ Live Chat, at least from what I can see, is always available during their posted open times. I again stand by by post above, hosted webinars are a much hgiher priority. B TW, is there anything  you need assisatnce with?

(edited)

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