1 Message
Customer Service & Technical Help
I wish I had read through this forum before spending the $$$ for a system, the customer service is truly terrible!
Placed an order a couple of weeks ago, was then told the lock was on back-order, that I could cancel the lock and purchase from somewhere else and get money back for the lock. So that's what I did, and I called back to confirm I wanted to cancel the lock part of the order. Just had an email today saying they had charged me for the lock after all and it would be arriving in 5-7 days. Have been on hold now for 20 minutes trying to get through to someone to speak about it.
Saturday, I needed technical support in setting up the system. Called 3 times but after 30+ minute wait each time I had to drop the call. Never did get to speak with anyone?
Is this always how it's going to be with Simplisafe? If so, I think I need to return everything and look elsewhere
Placed an order a couple of weeks ago, was then told the lock was on back-order, that I could cancel the lock and purchase from somewhere else and get money back for the lock. So that's what I did, and I called back to confirm I wanted to cancel the lock part of the order. Just had an email today saying they had charged me for the lock after all and it would be arriving in 5-7 days. Have been on hold now for 20 minutes trying to get through to someone to speak about it.
Saturday, I needed technical support in setting up the system. Called 3 times but after 30+ minute wait each time I had to drop the call. Never did get to speak with anyone?
Is this always how it's going to be with Simplisafe? If so, I think I need to return everything and look elsewhere
captain11
Captain
•
5.2K Messages
2 years ago
There is a real easy way for SS to balance support and resources, although they and other companies never use it. Its called the "sales line" and the # of new transactions. Can't support what you got, you slow down......yeah, on what planet am I on.
As far as support, what issue(s) are you having? Post details here and possibly a customer can assist. As far as your lock and refund, send an email to SS support in the help center to provide evidence you want it returned and ask for a return call.
Johnny M, this is not a way to run a railroad, or a security company for that matter. Sr mgt, its time to earn your keep, this needs to be addressed...now.
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