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Tue, Aug 25, 2020 6:09 PM

Incorrect Parts Sent 7 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.

Received the forth and fifth attempts and of course both are wrong AGAIN. This company is a joke. How flipping difficult is it to fill a simple order for Sensor and Sensor Magnet Adhesive Tapes??? Too bad the CEO does not review these forums to see how his/her employees are handling issues the customers post.

179 Messages

2 y ago

Why would you even bother (5 times no less) when you could go to your local box store and get what you need?

57 Messages

I want what I ordered/paid for. The Adhesive Tapes for the Sensor Magnets fit without having to do a bunch of cutting and I know it works. When I moved the system in the past I tried a roll of double side adhesive tape and a couple of the magnets fell off which could have caused a false alarm if the system was armed. These false alarms would have cost me $50 each.

179 Messages

2 y ago

Understand.  Let us know when you get to the 10th wrong shipment so we can all celebrate that milestone with you! LOL

57 Messages

The way SimpliSafe is going, it may surpass 10.

Advocate

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2.2K Messages

2 y ago

Be aware that the tape they are sending out now (whether the correct one or not) is a cheap knock off of the originally used 3M tapes.  Personally, I'd say you would be better of getting a refund and then getting what you need locally.  But that's just my methodology.

57 Messages

sevensiamesecats - Thank you for the information. Disappointing to hear!!

Advocate

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2.8K Messages

2 y ago

You should know, they do the same thing when people order SLIM-magnets (because they are not available for sale on the order page, they have to be requested via phone call) - reps never know what you're talking about, so they keep sending the wrong size, over and over....

And, well, they do it with other things too.  Unfortunately, the reps can't always be blamed, because they are never made aware of what product goes with what version of the system, or what a SLIM-magnet really is, etc.  That's an upper management problem.

57 Messages

2 y ago

Both the Sensor Adhesive Tapes and the Sensor Magnet Adhesive Tapes are on their order page along with all the various sensors and parts that SimpliSafe sells. They are clickable items with their own part numbers and prices. I'm not faulting the reps, it is management that I blame for not wanting to speak with their customers about issues so they can be quickly solved.

57 Messages

2 y ago

Incorrect parts sent 6 times now and counting!!!!

ronsec - Getting closer to 10 attempts. Be ready to celebrate!!!!!

179 Messages

LOL!  I'd rather be wrong just so you get what you need.

57 Messages

2 y ago

I received the email below yesterday.

Of course I did not receive a call today from anyone at SimpliSafe.




Hello Chris,

Thank you for contacting SimpliSafe and sharing your concerns with us. My name is Hazel and I'm so sorry to hear that you've had extensive issues with receiving the wrong orders recently.

I'm terribly sorry that your experience so far has been poor. This feedback is extremely helpful as Customer service is something that we at SimpliSafe take very seriously. That being said, I can say with confidence that this is not representative of the service you can expect to receive from SimpliSafe. On top of that, I want to apologize for all the issues you've experienced with your orders thus far.

Based on your email, I did want to touch base with you to resolve any concerns you may be experiencing. I would like to set up a follow-up call with one of our experienced representatives so they can address your concerns right away.

I've put you on the callback scheduled for tomorrow at 12 noon EST. I hope that we are able to get in touch to address your concerns and get you the parts that you need and for all the inconvenience Iw ent ahead and applied to free months of monitoring to your account.

Please let us know if there's anything else we can do for you. If you require further assistance please do not hesitate to reply to this email or give us a call at 1-800-297-1605. We're open 7 days a week. Mon-Sun 9 AM-12 AM EST

Thanks,

Hazel
--------------------------------
SimpliSafe, Inc.
customer-support@simplisafe.com
1-800-297-1605

1.3K Messages

2 y ago

Personally, I'd request a refund or nearest rounded up equivalent no-charge monitoring (a month??) and get the tape locally. Yeah, I read you don't want to get it local and cut the tape but I guess if you like repeatedly banging your head on the wall instead that's your choice.

1 Message

2 y ago

Glad I found this post. My case was new windows. I was on round 2 of only getting the sensor adhesive. Just a handful of strips thrown in a fedex envelope. Shocking they can send only one type of product when there were two distinct line items on the invoice. At least they got the total number of bags right. I was also going to order the slim magnets since the new window frames are thiner, but it doesn't sound like its worth the effort. Maybe I'll just buy some slim magnets on Amazon.

Captain

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4.6K Messages

2 y ago

@hmmmm  I just posted in another thread my experience in relocating and re-installing my daughter's SS3 system at their 1906 built house.  I had already gone to Target and purchased a package of 3M strips, one small and one large strip. and everything worked great. Recommend you invest the 12 bucks or so and do the same.

57 Messages

2 y ago

It is like a game now to see how many times they are going to screw this up. Multiple incorrect orders, silly emails, no call backs, etc.

57 Messages

2 y ago

I received another email this morning saying someone will call me. I have never received a call in the past when I was told this so why would now be any different???



Hello Chris,

Thank you for reaching out to us. I am very sorry to hear about the recent experience that you had while trying to obtain some adhesives for your magnets.

Valued customers such as yourself calling in unable to receive help in a timely manner is very disappointing. I have arranged for one of our supervisors to give you a call as soon as possible. I also went ahead and applied a free month of monitoring to your account. Again, I apologize for any inconvenience that that this may have caused for you.

If you have any more questions, please write back to us or give us a call at 1-888-910-1215. We're open from 8 am to Midnight, EST, seven days a week.

Best Regards,

James
Email Support Representative
294 Washington Street, 9th FL
Boston, MA 02108
(1-888-910-1215)

57 Messages

2 y ago

I received a call yesterday morning from someone at SimpliSafe that said she was a supervisor. After having me explain what has been happening (I'm sure all the information/notes are on my account) with the wrong parts being sent multiple times and calls that are never returned by SimpliSafe management she finally tells me that the magnet sensor adhesive Tape is not an item they sell any longer, yet it is still on their accessories page on their web site.

She tells me that I will have to make use of the sensor adhesive tape I have received as best I can. I'm to cut them to size and double them up if needed. When I explain that I should not have to jerry-rig a incorrect part and that the sensor adhesive tape is not as strong as the sensor magnet adhesive tape she has no answer for me.

She then refunds the order. So, this is how SimpliSafe supports their products and helps the customer? You now have to figure out the solution for yourself.

She told me that SimpliSafe has opened a new facility and they will be better and faster at responding to customer needs, just don't try to order sensor magnet adhesive tape I guess.

I was told that SimpliSafe is aware of all the comments from all the frustrated customers and they will now be addressing them all.

Ya. Right.

Advocate

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2.8K Messages

2 y ago

LOL.

"This feedback is extremely helpful as Customer service is something that we at SimpliSafe take very seriously. That being said, I can say with confidence that this is not representative of the service you can expect to receive from SimpliSafe."

and...

"Valued customers such as yourself calling in unable to receive help in a timely manner is very disappointing."

More LOL's.

I know the reps are obligated to say these things, but we all know that SS as a whole isn't taking anything seriously when it comes to customer dissatisfaction.  It's kind of sad really, because eventually, it's going to hit them where it hurts.

Signalguys, really, just order online at Amazon or if you have a Walmart, Target, hardware store nearby, go get what you need.  Cutting them is pretty easy as long as you have a good pair of sharp scissors or a box cutter.  I understand it's the principle of the thing, but SS obviously doesn't care.  Let's see how long they keep these for purchase on the site, lol, if indeed they are not really for purchase anymore.

1.3K Messages

2 y ago


So, this is how SimpliSafe supports their products and helps the customer? You now have to figure out the solution for yourself.


I get your frustration, it's advertised. OTOH, it's just commonly-available foam tape so stop whinging and go git'er done.

57 Messages

Whoaru99 - Not whining. Just posting my experience on the forum like everyone else.

And as far as SS getting the point if everyone was to send back their systems, I highly doubt they would get the point because they are perpetually dense!!