K

Fri, Jul 24, 2020 10:45 PM

3 doorbell pros have been DOA.

Is simplisafe having quality issues with their doorbell pro? I have exchanged 3 doorbells because all were dead on arrival. I am current waiting for someone from support to pick up to get a fourth however I have been disconnected twice while waiting tens of minutes. Until now I was actually really happy with the products and service, but this is ruining it for me.

3 Messages

Il y a 2 y

I am on my second DOA doorbell. Everything else was a breeze installing. The last customer support tech tells me "your doorbell probably just isn't compatible, is there anything else I can help you with?' Offering me no options which made my blood boil. I tested the volts with a multimeter that the doorbell pro is getting AT the doorbell itself (a solid 18 volts) also the doorbells will not turn on via usb charging. I have a mechanic doorbell with the chime connector installed as well. The horrible customer support I have had for this has me considering returning the whole security system & going somewhere else.

8 Messages

That is my exact situation as well. 16.8V going to the harness for the doorbell and the doorbell will ring, but otherwise it is dead.

How is there not a way to test the doorbell to confirm it truly us dead? Everything else in the system is tested and works just not the simplisafe doorbell.

3 Messages

I have the same issue! Changed out the transformer and even had an electrician come to double check. Four doorbell pros later still nothing- will chime but not power on. I am scrapping this camera and getting a Nest instead.

8 Messages

Il y a 2 y

I am going for a 4th doorbell. Is this the definition of insanity or am I going to get lucky?

3 Messages

LOL good luck, let me know if it works or you figure out why it isn't working. I got my third doorbell yesterday & it still does not work so I am just at a loss. I give up so I am switching to the ring pro doorbell, it is a bit more pricey at $250 & $3 a month to view your footage.

3 Messages

I hope the fourth doorbell pro works for you. I hadn't for me and I have now spent way too much time and money going down this rabbit hole with this poor product. I have four doorbell pros and none of them will power on. Sad thing is SimpliSafe customer and tech support all said different reasons for why it's not working. None acknowledged or addressed that the doorbells may have an issue as a whole as I am seeing here on the forum. Unreal. Overall the system and ease of setup was easy however I feel like I made a big mistake.

8 Messages

Il y a 2 y

Yeah. I am about to do the same thing, but nest. It is just so frustrating as literally everything which is not the doorbell is working as needed.

If only support could provide guidance besides hard resetting or sending you a new doorbell.

8 Messages

Il y a 2 y

4th doorbell worked. Why? I do not know. I did nothing different.

3 Messages

Il y a 2 y

Wow lol. I went out & bought a ring pro doorbell & it worked perfectly fine. Glad your fourth one worked though! I can't understand how a company can send out bad product over & over to customers.

3 Messages

Il y a 2 y

I am currently waiting on my 4th camera.  This is literally the last pice of my system.  Highly frustrating.  I also noticed that there is a lack of "Simplisafe" moderation on this thread.  Is this a clue that we have all been sold a false promise and that we will Simply just give up.  Two thumbs down if you young one get the reference.

19 Messages

Il y a 2 y

I was coming here to make a post about this and saw your post. I received my third doorbell camera yesterday and have the same issue you described. I found out this morning that there is a known issue with the new batch of doorbell cameras. Hopefully you can get someone on their support like that understands that. Read my details below.

I received my first doorbell camera two weeks ago, wired it in, and it would not power on. The doorbell would ding so I knew the wiring was correct. I also measured the voltage at the doorbell and received a constant 19V. Support had me plug the micro USB port on the back into a wall charger and it still did not power on, so they sent me a replacement. The replacement arrived and exhibited the same behavior. I called support again and they sent me a chime connector, which again did not solve the problem. I called support again last week and they sent me a third camera. I received it yesterday and again saw the same behavior. I called support again this morning and they FINALLY acknowledge there was an issue with a firmware update for the latest batch of cameras. She apologized for me having to call so many times and nobody realizing that was the issue. They sent my contact information to the department working on the issue and they are supposed to reach out to me. She did not know how long it would take them to reach out or fix the issue.

As for their support, I have had mixed results. I've been a SimpliSafe customer for six years, but I have never had to call their support. I have found the best time to call is early in the morning. When I have called around 8:00am Central, I have spoken to someone very quickly. When I have called at night, I have waited for a long time, usually hanging up after about 40 minutes. As for the support they provide once on the phone, I have had three agents who were very helpful. The other two were very rude and both accused me of doing something wrong. One even went so far as to tell me the information I was giving her was "wishy washy". It turned out that she was assuming some things about my setup all along that were wrong. Overall, I'm not very impressed with their support especially after finding out this morning that the issue is a firmware issue.

If this issue with the new batch of doorbell cameras is as widespread as it seems, I do not understand why they are still shipping them. I am three for three on having a cameras with this issue. I am pretty frustrated with the camera at this point, but I did get a really good deal on it as part of an upgrade, so I will probably give them a little while to resolve the issue before returning and putting in a different doorbell camera.

Good luck!

3 Messages

Here is the update on my 4 camera shit show. I talked to a nice young lady with customer support, not tech support. but I found out they are the same thing. I worked with Simplysafe to go to Bestbuy and purchase my own doorbell Pro from them. I hooked it up and it worked like a charm and now I have the system I was hoping for.  Simplisafe is going to credit my account for my purchase after getting approval from a manager.  The other key factor is to schedule a callback. the young lady is going to be calling back to follow up with me to see if the issue has been resolved.
From what I understand is we are the guineapigs to fix their quality control issue with a bad batch of cameras.  By going to Best Buy my hope was to get away from the bad Lot of cameras and also have the choice of camera faceplate that you don't get by going through SimpliSafe and have the option of instantly getting a new camera if the one I get is DOA. no more 5-day turnaround on waiting on a new camera.
After hooking my system up I am very pleased with the quality of the video feed it is what I was hoping for and I am glad I stuck around to solve this issue with Simplisafe.  
Best of luck to you!

3 Messages

Here is the update on my 4 camera shit show. I talked to a nice young lady with customer support, not tech support. but I found out they are the same thing. I worked with Simplysafe to go to Bestbuy and purchase my own doorbell Pro from them. I hooked it up and it worked like a charm and now I have the system I was hoping for.  Simplisafe is going to credit my account for my purchase after getting approval from a manager.  The other key factor is to schedule a callback. the young lady is going to be calling back to follow up with me to see if the issue has been resolved.
From what I understand is we are the guineapigs to fix their quality control issue with a bad batch of cameras.  By going to Best Buy my hope was to get away from the bad Lot of cameras and also have the choice of camera faceplate that you don't get by going through SimpliSafe and have the option of instantly getting a new camera if the one I get is DOA. no more 5-day turnaround on waiting on a new camera.
After hooking my system up I am very pleased with the quality of the video feed it is what I was hoping for and I am glad I stuck around to solve this issue with Simplisafe.  
Best of luck to you!

3 Messages

Il y a 2 y

We've been having the same problem with our doorbells. Had two sent to us that would ring, but not power on, even though the mulitmeter was showing 18V. We finally just returned them both to get our money back and were about to go and buy a different brand of video doorbell when I found this forum and saw gschimbeck's post about buying one from Best Buy and having it work, so we decided to try that. Our doorbell from Best Buy was delivered today, and guess what? Within just a few minutes of my husband installing it, we finally got a flashing white light and were able to successfully add it to our system. It works like a charm! So unless if SimpliSafe can tell you that the firmware issue has been resolved, then I would suggest ordering one from Best Buy.

19 Messages

Il y a 2 y

I received my latest replacement Doorbell Pro this morning. Installed it, waited about 20 minutes, and walked out to find the light blinking waiting for setup. I was able to set it up using the app and it is working properly now.

I never heard back from anyone from technical support, so I would suggest anyone having this issue reach out to SimpliSafe via social media. I talked to them via Facebook late on Tuesday afternoon, they acknowledged the issue with some devices, and I finally have a working Doorbell Pro today (Thursday).

57 Messages

Did they at least give you a month or two of free monitoring for your trouble??

What is with this company? I keep hearing their advertisements on Rush and I yell at the radio "don't buy it!!! Their products and customer service stinks'. ((((sigh))))

57 Messages

Il y a 2 y

Come on SimpliSafe, you're better than this!!!

19 Messages

Il y a 2 y

Yes, the third time I called in they gave me two free months of service.  Also, I finally received my email from the support department about the camera issue this afternoon AFTER I installed the fourth replacement Doorbell Pro earlier today.

Overall, I have liked their product for the last six years, but I have really seen how terrible their support is over the past month. It looks like there is even a SimpliSafe employee who monitors this thread and replies to some issues. I have yet to see that person comment on any of the Doorbell Pro or customer support complaint threads.

57 Messages

Sorry to be negative but I honestly don't think they care. The ads I hear on Rush say they have 3 million customers and with the unrest going on around the country I'm sure they are concentrating on making as much money as they can off new systems. They already have OUR money, they want NEW money. If it was MY company, I would have employees scouring these forums to take care of the upset and struggling customers, not ignoring them, which it feels like. After 8 years of being a customer, I may have to bite the bullet and move to another company. Problem is, which one, you take the chance of going from the pan into the fire.

19 Messages

Il y a 2 y

I would suggest calling them and telling them what the issue is. It is clear that most of their tech support agents do not know this is an issue. I got lucky and spoke to one who knew about the issue. You might try reaching out to them on social media as well as their social media department was the group that got my working Doorbell Pro shipped. But I agree, overall their support is poor. The support is disappointing because I have like and recommended their product for the past six years.