Simon M.
Deceptive Practices and Terrible Customer Service – Avoid Samsara!
After 5 years as a loyal Samsara customer, I am disgusted by their recent bait-and-switch tactics. With only two weeks’ notice, I was informed that several critical features—ones I have relied on for years—will be turned off because, according to Samsara, I "never paid for them." They claim I’ve been receiving these features "for free" this whole time. This excuse feels nothing short of manipulative and insulting. What’s worse is their complete refusal to help or offer solutions. Their customer service is unresponsive and dismissive, showing zero interest in retaining long-standing clients. Instead, they seem laser-focused on squeezing more money from me. Before this fiasco, their account executive called me daily to push upsells, but now that I need support, they are nowhere to be found. Samsara’s priorities are clear: sales over service. The features they are stripping away include WiFi hotspot, geofencing, telematics reports, and driver messaging—tools essential to my operations. Shutting these down with barely any notice, during a busy season, is not just unprofessional—it’s unethical. Their actions reflect a blatant disregard for their customers’ businesses and livelihoods. If you value transparency, accountability, and support, do not choose Samsara. This company has proven they care only about profits, not about their customers or delivering on their promises. I am beyond disappointed and will be looking for alternatives immediately.
Response from SamsaraDec 13, 2024
Thank you for sharing your feedback—we deeply regret any frustration this situation has caused. We recently identified that certain telematics features associated with licenses for our Vehicle Gateways (VG) were unintentionally provided to some customers who had only purchased Dash Camera (CM) licenses at no cost. To address this issue, the impacted customers were notified that a VG license is required to continue accessing these features, and our intent was to align licensing while minimizing disruption. We apologize if this transition felt abrupt or unclear. Your concerns about communication and support are taken seriously, and we are committed to assisting and exploring solutions that best suit your needs. Thank you for giving us the opportunity to address this.