S

Fri, Aug 21, 2020 9:10 PM

Incorrect Parts Sent 3 Times and Counting

I sold my home and moved my SimpliSafe System to my new home. When I removed the Sensors and Magnets, the Adhesive Tapes were destroyed.

I ordered new Sensor Adhesive Tapes and Sensor Magnet Adhesive Tapes, I received all Sensor Adhesive Tapes, non for Magnets. I called SimpliSafe and explained what happened. I requested that the correct parts be sent to me overnight at SimpliSafe's expense. I asked to speak with a supervisor to verify that the correct parts will be sent, the agent took my name and phone number to have a supervisor call me. I never received that call.

I get the shipment and AGAIN I received Sensor Adhesive Tapes but no Sensor Magnet Adhesive Tapes. I placed another call to SimpliSafe and I asked to speak to a supervisor but was told they are not available to customers, only agents. When I was insistent that I wanted to speak to a supervisor I was placed on hold for about forty-five minutes and then told no and eventually the agent hung up on me. Who does business like this? I call back and get a different agent who told me that this issue has been happening to other people and I could just cut down the Sensor Adhesive Tapes to work with the Sensor Magnets. This is not something I feel I should have to do and because the Sensor Adhesive Tapes are thinner and not as sticky as the Sensor Magnet Adhesive Tapes, I'm not able to use the included mounting screws. The agent said since I do not want to modify the tapes I received, another order for the correct parts would be placed with overnight shipping to be covered by SimpliSafe. The agent said she would enter a specific note on the order saying that I received the incorrect tapes again and to be sure I now get the correct ones. She felt confident that I would now get the correct parts.

Today I get the third attempt and, you guessed it, wrong parts. AGAIN. I call SimpliSafe and explain what has been happening. I'm placed on hold for around fifteen to twenty minutes while the agent speaks with a supervisor, for whatever reason Customers are not allowed to speak to a supervisor. I'm told to solve this the supervisor suggested that a new order be placed to send both types of Adhesive Tapes. I explained that when I placed the initial order, it was for both tapes and the order was messed up. She then said she will also include the same note as the other agent used. I remind her that that did not work the last time. She said I could either do it this way or modify the tapes I was sent.

Will see what I get the FOURTH TIME. Again, who does business like this???? I'm sure it is simply a matter of the parts being in the wrong bin but nobody seems to care, or want, to figure it out and fix it.

Advocate

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2.8K Messages

Il y a 2 y

To save yourself more trouble, go to your local hardware store and pick up the adhesive tape you want and that you feel will work best for your situation.  SS's tape sucks anyway, it's not strong enough and there are reports of false alarms because sensors fall to the floor due to insufficient adhesive on the tape.

SS is notorious for sending incorrect orders, over and over and over...

And no one gets to speak to supervisors anymore.  I don't know if it's due to COVID and employees working from home, or due to some new policy - the only way to speak to one is to ask a rep for a supervisor to call you, and then roll the dice to see if they actually will.  Others complain on their facebook page and might get a call sooner than just asking a rep on the phone.

57 Messages

Il y a 2 y

I paid for the tape so I want the correct tape sent out. It is not that difficult but for some reason the rocket scientists at SimpliSafe can't handle it.

Advocate

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2.8K Messages

Il y a 2 y

The original system (SS2) had stronger tape adhesive.  The SS3 tape adhesive is crap (they downgraded that item) - again, best to suffer the loss (or ask for a refund of what you paid for) and get stronger 3M strong tape so that your components will stay attached (and you can probably cut them to size if needed).