Camera failed when most needed, followed by worst customer service experience of my life

I had appx $1000 worth of packages delivered last night. My SimpliSafe camera shows them being delivered. Then the next recording is me coming home to discover the packages are gone. Meaning, someone came on my porch and took the packages, but my SimpliSafe camera didn’t record it…. Defeating the whole reason I purchased SimpliSafe.  And to be clear, the wifi wasnt disconnected nor are there any other recorded camera malfunctions during that time.  And yes my settings were all correct/turned on to pick up motion. 

I have since had a horrible experience with customer support. The first agent I spoke to disconnected and didn’t call me back. When I called again, the agent I spoke to said he was going to transfer me to “a camera expert”.  I said please don’t transfer me to technical support because that is not what I need. He said he wasn’t. He said he was transferring me to a team who could access recordings that may not be showing up on my app. Then the first thing the person he transferred me to said was “thank you for contacting technical support”  This new person then told me what the previous representative told me was incorrect—they do not have access to videos that may not be on my app. The technical support person indicated I had been transferred to the wrong department and that they were going to transfer me again. I then sat on hold for an incredibly long time before being disconnected again. 

I then called back a third time.  Asked to immediately speak to a supervisor.  Was then put on hold for another 20 minutes.  Finally, 59 minutes after I placed my first call, I was connected to someone.  They told me there is nothing they can do. 

Recording package thieves is the whole reason I got my camera.  Then it failed me.   And then when I called customer service, I had the worst customer service experience Ive ever had.