How could Customer Service get so BAD so fast?

We've been customers for years. We test our smoke alarm every month, so I've called customer service every month for many years. It's always been a pleasant, quick call to get the system into test mode where I can test the alarm without the fire engine showing up at our door. Always had great service... until now. Something changed two or three months ago. The service reps seem to be overseas now, usually with limited English language skills. Today's call was the worst. The rep could not understand what I was trying to do, and finally she said she needed to transfer me to a different department. I asked for the number to that department so I could call directly next time. She gave me an 800 number. After 15-20 minutes on hold, she came back to tell me there was no one available, and would I mind calling back tomorrow. I hung up and called the 800 number she had given me. It was a marketing scam, and not SimpliSafe! (Turns out it should have been an 888 number, but she said 800.) I want the old SimpliSafe back!