Really sorry to hear about this experience. There's quite a lot that didn't go right here!
First, unless there were certain items in your order that were current out of stock, all items should be shipping at the same time. At the time of your order, there wasn't anything backordered. So already something odd is going on.
You're right, it looks like the labels on your shipment and the other one were switched around by accident.
There are a few different possible actions that our Support team could have taken to recover after the initial error, and the right one depends on the situation. Personally, I would have opted to just send you a whole new system with everything that should have been in the first order.
But it sounds like our phone agents opted instead to work with the system that you already had in hand, and just send over the parts that were missing. I see that there was an issue with the first replacement, but the second replacement order should have already arrived.
The second, and very important piece to this was to make sure that the Base Station that you do have is the one that was paired to your Monitoring Service. I do see that was taken care of as well.
But the
most important part of all this is your peace of mind. I understand that we haven't done enough to restore your confidence yet, and that's a priority. I've gone ahead and requested a callback from a Senior Specialist. We'll take care of you.
- Davey D. Community Development Manager
SimpliSafe Home Security
Official Response
davey_d
Community Admin
•
4.3K Messages
1 year ago
Really sorry to hear about this experience. There's quite a lot that didn't go right here!
First, unless there were certain items in your order that were current out of stock, all items should be shipping at the same time. At the time of your order, there wasn't anything backordered. So already something odd is going on.
You're right, it looks like the labels on your shipment and the other one were switched around by accident.
There are a few different possible actions that our Support team could have taken to recover after the initial error, and the right one depends on the situation. Personally, I would have opted to just send you a whole new system with everything that should have been in the first order.
But it sounds like our phone agents opted instead to work with the system that you already had in hand, and just send over the parts that were missing. I see that there was an issue with the first replacement, but the second replacement order should have already arrived.
The second, and very important piece to this was to make sure that the Base Station that you do have is the one that was paired to your Monitoring Service. I do see that was taken care of as well.
But the most important part of all this is your peace of mind. I understand that we haven't done enough to restore your confidence yet, and that's a priority. I've gone ahead and requested a callback from a Senior Specialist. We'll take care of you.
- Davey D.
Community Development Manager
SimpliSafe Home Security
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captain11
Captain
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5.1K Messages
1 year ago
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hlc6915
4 Messages
1 year ago
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