Contact Vi Support

by Uncle Ralpie

This app worked in tandem with the Viper system great for the first few years. Then it started taking 2-4 attempts to get it to connect and start(car doesn’t have good signal or app can’t connect we’re most of the error messages). The past 2 years there have been times that I’ve given up trying to start the car after 7 attempts. Over the past 2 years I have been reaching out numerous times to customer service for help resolving these issues. Sometimes I get a response and sometimes I don’t. Even when I do get a response, it’s most often a canned response that my message has been received. When I do get a response from an actual person it is always to say that they’re working on my problem and will get back to me, but no one ever has. Don’t get me wrong, this product was great while it worked but there if there are problems you can expect no help whatsoever from SmartStart. I have a service call with my dealership soon and I will be talking to them about removing this product and replacing it with something reliable.

by Charlie5loadclr

I wavered between 1 or 2 stars because when this app/system functions properly, it’s amazing however, that’s a rare event. I’ve had countless fault codes, false indications that the vehicle has started and running, claims of low cellular coverage when all devices are working fine, all while receiving 0% support from Viper.

I reached out over a month ago to customer service and received an automated reply that they were experiencing high volume and wouldn’t be able to get back to me quickly. I then received 3 subsequent identical (likely automated) emails from “James” asking if my issue had been resolved and to reply if not. I’ve made replies and included screenshots of the fault codes but to no avail.

I reached out to customer support when I was experiencing account issues via phone and was promised all had been fixed and my promotional service plan had been applied. This process took nearly an hour with it actually not being applied and still costing me $ to get app access.

I took my truck back in to get the system inspected and they were kind enough to install a new module and extended range key fob. That works great and I wish I had never bothered with the unreliable Smartstart. As it is, I’ve paid for it and am going to limp it along and hope for support from Viper.

In short, I hope your experience is better than mine but I wouldn’t install this system or trust it until the customer support improves along with the system.

by The Year 1893

I’ve been using the viper app for about two years now. One of the features I absolutely loved was the widget. It’s extremely convenient! But unfortunately for the past few months the widget just reads “unable to load” and has no function. I already contacted Apple and vipers support
teams over the phone and neither one was able to help me. In fact multiple viper support members told me “I didn’t even know we had a widget”... so after months of trying to correct this the widget still doesn’t work. Everything else with the app, however, works fine.

Update: I called the number I was given in the response and the representative I talked to seemed very confused when I mentioned the widget issue. His initial response was “Why even use the widget? But okay” and “They told you to call here?”. I did mention sending the details to Teir 3 and he seemed even more confused about that. He also added “well you know thousands of people use the app every day and this is the first I’m hearing about it”, but in the end he said he put in a ticket. Very disappointed with the customer service that time around.