Ashley
Customer Support lacking
Salesperson and local installer were great. Sale was a bit rushed, but overall fine. After the sale customer support is limited. Never actually able to speak to a human who could or would help. They may have 24 hour monitoring, but tech support is via phone messages and “support tickets” at their convenience, not the customers. If the installation technician had not given me his number I would have been sunk. He made extra effort and even he could not resolve one issue. They also failed to inform me that the app you must download is not fully supported and I still had to call to have my personal alarm schedule changed. Not a fan, should have stayed with Vivint.
Response from Safe Home DirectJan 18, 2024
Thank you for your feedback, and we apologize for any inconvenience you've experienced with our customer support. While we're glad to hear that your salesperson and local installer were great, we understand your concerns about post-sale support. We take your comments seriously, and we will work to improve our customer support services to ensure that you can reach a human who can assist you promptly. Your feedback about the app and alarm schedule is valuable, and we will take steps to provide clearer information to our customers. If you have any unresolved issues or need further assistance, please feel free to reach out to us. Your satisfaction is important, and we want to ensure that your concerns are addressed. Thank you for sharing your experience, and we appreciate your feedback as it helps us improve our services