Keycafe

I am very dissatisfied with all prior "customer service" or lack thereof before my interaction with Chienpei yesterday. Chienpei was the first agent to actually listen to our problem and support us. I am very happy with their support Soley.
We have been struggling with our key Cafe for over 6 weeks and it's made the unit unusable for us, which in turn has created a lot of unnecessary stress for myself and my team. I had to continually follow up to find out why no one had reached out to us to help. Repeatedly asking for the same type of detailed information, with no follow up after or any sort of resolution. The most frustrating part is that this was very simply a user error that had somehow worked for us for months prior, and then suddenly not. Only when we had to use the box more frequently during our business period did we encounter these issues, to which the customer service team did an incredibly poor job assisting us.

For the most part good when your boxes are working they work well. There is a problem with onsite support. I attribute this to a lack of local technicians. When one of your installations goes down it takes way too long to repair it. We have been in situations where our keys have been locked in your box for days and sometimes more than 2 weeks and had to recreate keys and fobs to continue our business.
As for your telephone techs goes it's been a pleasure but not in their control.

I've been using keycafe for 2 years and just cancelled. Too many problems. Your keys getting lost, keys that aren't yours showing up in your box, they never EVER answer requests for help by email... you have to pay everything upfront and then always worry what they are going to do to screw it up. Sometimes guests want to return a key but then the box is full. People on way to airport then have to hunt for another keycafe location. TERRIBLE. And these are the keys to your house.

You know when you have to contact customer service, it's due to an issue typically not just an inquiry and everytime I have contacted key cafe, I receive immediate assistance ( not a plethora of prompts that leave you even more frustrated) but timely, consistent and competent help. Recently, Chienpei, was beyond patient while I had to go twice to a closet for a token and understood it was late and that I needed sound support. That she gave and effortlessly. Thank you again for always being truly helpful and understanding.

I had recently upgraded my Home automation situation, leaving me few instances of needing KeyCafe, which has been great. Upon going to the site to cancel my account, it states "Your account will be closed, and your billing account will terminate without refund." Since I had just been charged $50 to keep my account above its minimum, I was prepared to have a long, drawn-out conversation with customer service, likely ending in me not getting a refund and being frustrated. Enter Chienpei. My customer service agent, Chienpei, was a dream. They walked me through exactly what I needed to do to terminate my key, processed my refund, and convinced me to keep an account (without getting charged). I am thrilled with the ease and care that Chienpei took helping me, and left 100% satisfied.

I purchased the keycafe box not knowing i had to have a price plan to operate it, and have a credit card linked to the account. The original idea was to give my workforce an individual login to track the keys but being the NHS there was no way they would allow me to add a credit card and price plan. After speaking to an exceptionally helpful keycafe agent she managed to get keycafe to unlock the free account, which is not what i originally intended but it does allow me to use the box to some degree which i am grateful for. The box itself is amazing and full functionality would have been so useful.

I had a dispute with a property manager where we parted ways. He needed to remove integration and was not understanding. I consulted with Keycafe (Chienpei) who walked me through the process and even offered to call my former property manager. Chienpei was hung up on during the course of the conversation with him. She called me back and remained professional. I too was very frustrated. My former manager realized his mistake and took the appropriate steps as laid out clearly by Chienpei. The process was seamless after that and all worked out. Thank you Chienpei for remaining professional, courteous and accurate.

I've always received great customer service from key cafe. Unfortunately their locations no longer work for me and I hope they expand. I do not like the auto recharge for billing they implemented last year, and prefer to pay as I use the service (and not in advance). The prices have increased for key drop off and pick up over time and it's not as affordable anymore.

CSR named Chienpei was excellent when it came time to close my account; she was polite, hassel free cancellation, quick, efficient, called me directly to go through the process and awarded me a full refund of unused balance.