ricksimplisafe's profile

Wed, Jun 24, 2020 9:41 PM

Base station confused, SimpliSafe Tech Support clueless

SS3 system.

Power outage cause system to send power restored, followed by power outage, every 15 minutes.  Then every 1 minutes.  Used SimpliSafe social media, they said to replace base station.

Base replaced, took close to 30 minutes to change over, no directions included but social media rep helped.  Noticed a week or so later that smart lock was not unlocking when we disarmed, and system was not disarming when we unlocked.

Went to check settings and all looked fine.

Then a few days later noticed lock was not in system at all.  Tried to add, and when it goes to calibrate it deletes the lock.  Even moved base station next to door, no difference.

Outdoor keypad and lock work fine together.

Called Support, rep tried same things I did.  Then insisted I physically remove and reinstall the lock.  I refused. It works fine manually, and works fine with external keypad.  Rep insisted, I asked for supervisor.  She said supervisor told her they would insist on the same thing.

I ended up hanging up and pinged the social media rep again.

Frustratingly poor support.

Captain

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4.7K Messages

2 y ago

@RickSimplisafe did you happen to get the name of the rep? The reason I ask is not for him or her to get into trouble but to get the training they need. Having managed a call center for many years, I always looked at myself and mgt team as the issue, before moving on to the agent in question.  The availability of training is mgt's responsibility. Years ago when I had my SS2 system, I called on the newly created weekend shift and got a very nice rep. She was confused and upset she couldn't assist me and asked if she could put me on a brief hold.  I said yes and she hit the wrong button and heard her say "F*** I need help as I can't help this guy".  I said, "Hi, not on hold but..." and was then disconnected.  I called back in, asked for a supervisor and asked for the manager on duty. Surprisingly, I got him, explained what happened and said she really wanted to help, but obviously, felt lost and was in need of more training. I then added I was holding him responsible to make sure she got that training.

I was very pleasantly surprised to get a call about a month later from the original rep who advised me she got the training needed and thanked me for my patience.  Advised her it was nothing more than I would offer my own team associates. Hopefully, if you do provide feedback to SS, they have not gotten too big to invest the time, money and effort to allow their associates to be successful.

82 Messages

2 y ago

Social media rep got engineering team involved and they also prescribed the wrong solution, saying the lock was still tied to the old base station and would have to be replaced.

I ended up getting a call from someone in product support that works with the product development teams.  He told me to push the test button on the lock until the lights flashed, about 10 seconds, and then add the lock. Worked like a charm. He's then going to get the people involved the proper information to support the lock.

Captain

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4.7K Messages

2 y ago

@RickSimplisafe this is good news indeed. Thank you for the time to post your outcome here. Have a great weekend.