Loyalty Department Latest Experience

In the past month I tested the Loyalty Dept experience on a weekend and was told it was a 45 minute wait by the customer service agent; thanked him for the heads up and said I would call back. As it was just a test, no big deal and I communicated to Simplisafe the details and the obvious reason(s) why this was no way acceptable.

Yesterday afternoon I called to test again.  The results were luckily the exact opposite of the previous experience.   The customer service agent picked up, told her I wanted to step down my monitoring plan, got transferred to the Loyalty dept, got Chris who asked for my safe word, moved on to the giving her the lower plan I wanted and advised me it "would take a minute or two" and then asked if I had encountered any technical issues", said no, and about 30 seconds later said "just want to confirm, you are switching from x to y, may I make the change".  I said please stop and advised her of my real intent.  She laughed and said I was her first "test" experience, I thanked her for her patience and hung up.

From first ring to hang up was less than 5 minutes.  .  Make every customer contact instance just like this (or better!) Simplisafe: nicely done