lvartanian's profile

Sun, Mar 27, 2022 3:21 PM

daily problems

I had been happy with my original SS system for several years and then was told I could not add cameras, doorbell feature etc unless I upgraded to a newer system,  I did that and now have had to call customer service almost every day for the last few weeks with one problem after another. they have been very helpful and patient, but  it is frustrating and worrisome.  wish I had not upgraded.  sigh.

Official Solution

Community Admin

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2.9K Messages

Il y a 5 m

Hello @lvartanian,

I'm very sorry about this experience. The latest-gen system was rebuilt from the ground up to be significantly improved across the board. The upgrade experience should have been part of that!

I did want to let you know that we've got a specialist on the case, and if they haven't reached out already to get this resolved for you, they will soon.

5 Messages

@davey_d​ I am getting very discouraged with my SimpliSafe system, Davey.  I shouldn't have to call you guys almost every day to fix an entry sensor that was fixed the night before....sigh.

5 Messages

@davey_d​ hello Davey.  I have not heard from a specialist yet.  the last time I spoke with a customer service person, I went around the whole house and added and named every sensor to my new base station.  now I find that some of the devices were given the wrong names....in other words, my app may tell me that the kitchen. door is open when it is really the family room door that is open.  sigh.   I purchased 3 outdoor cameras and a video doorbell pro, but I am afraid to install them until I get the basic system inside the house in proper working order.

getting very discouraged.  thank you for any help you can provide.

4 Messages

There are a few ways that you can rename your sensors. And get them named correctly. You do not have to remove them all from your base station or the app.

Method number 1:

Go onto the app and change your settings to give you a secret alert when the door is opened while in off mode.

Turn your system to off

Open the door in question which will send you a secret text alert and it will also be on the timeline in the app

You can hit the little lines on the left top  side of the app to go to device settings and quickly and easily rename them from your phone.

What’s this is completed you can change your options back from secret alert or just keep it to secret alert

Method number 2

You can put your system in test mode through the keypad.

You can then push the button on the sensor and it should announce which sensor was activated. You can then rename from the keypad.

Please note if your house is large or the base station is in silent mode.. This may be a more difficult route. Instead you can get creative by using his cell phone to call your cell phone sitting next to the base station So that you can hear what it said.

Method number 3:

Go to your keypad or app and remove the devices. Then add them back in with the keypad and rename them when 

Community Admin

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2.9K Messages

@lvartanian​ from our records, I see that our Specialist may have been able to reach you last week, but you were not able to continue the call at the time. Did they leave their contact info?

I've forwarded your current issue over to the agent. Hopefully we can get this sorted out.

4 Messages

Il y a 5 m

I am now on my 4th SimpliSafe 'smart' lock and I have the same issue. It constantly says the lock is not responding, despite the fact that it actually works fine. Many times I've called regarding the issue and the best case scenario is they send a new lock and then it continues to sporadically do the same thing. Worst case scenario, they suggest I should just reset the lock and it will be fine. BEWARE: yesterday the lock completely failed and would not open my door at all. I had to call a locksmith to get into my house. I had already cancelled the SimpliSafe service because it seemed insane to pay a few hundred dollars a year for a product that works so poorly. The rep I spoke to told me they would reimburse the cost of the locksmith based on my long history of lock failures. Today I call back as advised to submit my invoice for reimbursement, and after 25 mins on hold waiting for the person to authorize the reimbursement who is not available, I'm told that this is something they do not do... then what was I on hold for? SimpliSafe smart locks are absolutely trash and the company isn't much better. The idea of being able to click open and closed the door and simultaneously alarm/ disarm the system is great. Too bad the product is incredibly flawed. 

This comment has been converted into a post

5 Messages

@chriswsiegel​ yes, I am getting very discouraged with my system too.  the customer service people are great but the product is needing service almost every day....sigh.