anonuser2828's profile

Wed, Jun 2, 2021 8:37 PM

Major Issue - Visibility of 72 Hour test is non existent

When first unboxing and setting the devices up it was fully disclosed that the system will be on a test/non production monitoring plan in order to get acquainted with the new system.

After taking a break and finishing setup in the afternoon( and test live) I noticed that in no place Website or Mobile App does the account continue to notify you that you are in a 72 hour non production plan.

There are several Key issues here:

I called customer service:

The person did not know if the user could or should be able to continue to be told the system is not in production but did indicate they can see that it is not yet active.

The agent did not know if any email or notification would occur after the 72 hours indicating the system is live

The agent didn't seem to understand or indicate they would provide feedback on this issue

ISSUES

Outside of first setup there is NO visibility of active monitoring status, in fact on the website and mobile app my account states the the monitoring is active and does not state anything else.

account #     location     plan     monitoring status     hide location on dashboard
00*****     Home     
Interactive Monitoring
     
Active     --

This is not even a day old system and from the users perspective the monitoring is "ACTIVE". There are many reasons why this is bad. If the user wants to test and revisits the install after the very initial part they get confused as to the status as I did. There are many other issues with this visibility problem that I think are obvious and common sense.

So far I am disappointed in this very basic problem of account status day 1 and the agents lack of interest in this actually being a problem.

Sure maybe SS sends a notification when it goes active on their side and maybe they dont... how do I know.

This is a large liability issues for both the user and the company, and quite frankly this type of issue seems like it would have been noticed and hashed out years ago.

I was told that sometimes SS sends out a survey and to note this issue on it... How about "Yeah I can see this being confusing I am going to let my manager know this is certainly something that can be improved:"

Community Admin

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2.9K Messages

1 y ago

Hi anonuser2828,

Thanks so much for your feedback. First I do want to confirm that as well as the initial email that let you know that the 72-hour Practice Period has begun, you will indeed get another email that confirms that the Practice Period has ended and your Monitoring Service is fully active.

Our representative over the phone should have also been able to tell you if your Monitoring Plan was still in that Practice Period, and even the exact time when it will end.

A more explicit indicator, maybe in the app, would certainly be useful for many users. I do suspect that like many other design decisions that our dev team has made about the system, it comes down to security - like if an intruder could get access to your app or online account, they'd know right away how long your home would be vulnerable! I've already reached out to our dev team for more info, and forwarded the suggestion, of course.

But one more thing to keep in mind is that the 72-Hour Practice Period applies only to the 24/7 dispatch. All other functions for your service should now be active. For example, if you have Interactive Monitoring, you can already set up Smart Alerts to get SMS and emails for alarm activity, and of course you'd already have full access to the app. So even in this initial period, you can already start using your system.

- Johnny M.
SimpliSafe Home Security

11 Messages

This is the title of the email.

"Your SimpliSafe is in Practice Mode"

This is one of the bullet points

"Make Sure you can see your system status on your account or the Simplisafe App. Check your system status and settings here anytime"

This statement implies you have the ability to confirm it is in "Practice Mode". It does not, it says the monitoring is active...


"A more explicit indicator, maybe in the app, would certainly be useful for many users. I do suspect that like many other design decisions that our dev team has made about the system, it comes down to security - like if an intruder could get access to your app or online account, they'd know right away how long your home would be vulnerable! I've already reached out to our dev team for more info, and forwarded the suggestion, of course."

This is the most ridiculous excuse I could have possibly got back. Considering if a intruder had access to the users account.... THEY COULD DISARM so they don't really care if your monitoring subscription is active.

Lets face it

Outside of a very brief account notification and a email that contradicts itself. There is no way for a user to be assured of their account status regarding "Practice Mode"



-------------------------

EDIT

To add to my above comment, I just got a even more confusing email.

This came in at 8PM the evening of the first day after setup and testing.



"It's time to set up your monitoring"

"
We hope you've been getting to know your system and all it can do. Once it's set up, it's important to activate your 24/7 professional monitoring. Here's why:..........................."

This is baffling to me as it adds to the clusterf**** of what I am talking about. There is a big "ACTIVATE" button on the email. This implies that one needs to activate the service

But

1) In the account the monitoring plan clearly says active... so why do I need to activate it again?
2) Is this a step that needs to be taken outside of the "practice mode" in preparation for have a active account regardless?
3) Does this remove the "practice mode" that is currently on? There would be no way to tell since the user doses not even inform the user of what mode is on.

I really think a manager needs to review this thread because its absurd this has been the users experience and no one has caught these issue. Its even more absurd how lost the response here and on the phone was about even understanding the lack of clarification that needs to happen.

Advocate

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635 Messages

@anonuser2828

As a SimpliSafe customer of 8 years, I have been through practice mode twice, once with my original system (SS2) and again when I switched to the new system (SS3).

(Note: I ended practice mode early on the All-New SimpliSafe purchased in 2018, as I was familiar with how everything worked)

My best guess based on the confusion is the difference between "Active" and "Activated. " Your account is active; your monitoring plan is active. However, your monitoring (via C.O.P.S.) is not and has yet to be activated. That is the only explanation I can give. Unfortunately, it has been so long since I have been in practice mode that I do not recall the procedure.

Community Admin

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2.9K Messages

1 y ago

anonuser2828,

You absolutely should not have gotten that 8pm email. Normally our website would automatically send it to you only if it thinks you haven't activated service yet at all. Did you receive it on the same email address that we have for your account?

This is the most ridiculous excuse I could have possibly got back.

Apologies for being unclear. This would only be my own guess as to the reasoning. But as I said, I did reach out to our engineers about your feedback.

The "Active" status that you see on your online account pertains to the whole of the service - that is, including the app, notifications, Timeline event log, cellular backup communication, etc.

The thing that is currently in "Practice Mode" is the Dispatch part of the service. Our Monitoring center requires that we give you a bit of time to get to know your system and test out alarms before going fully active, as a way to prevent false alarms (which could, in some cases, be costly!). We always recommend that you leave Practice Mode on for at least 24 hours, but you're probably past that now. So you as Shiherlis mentions, you can request that Practice Mode be ended early. We'll just need to do that over the phone at 800-548-9508.

- Johnny M.
SimpliSafe Home Security

11 Messages

our website would automatically send it to you only if it thinks you haven't activated service yet at all. Did you receive it on the same email address that we have for your account?


Yes, the same email


The issue here is not about practice mode being a thing. Look how confusing it is deployed in terms of notifying the state of the account at any time to a new user, the contradicting and confusing emails.

I dont care practice mode is forced, exists, is a thing, or if ones cat cant type 500 wpm. I am not disputing that I was not informed (I was for 1 brief time in the app)


The entire point is that it is unclear, confusing and the other point I am trying to bring up is that if its this much of a logistical nightmare to understand  and explain the state of the account then no trusts exists that the 72 hour cut over works and etc.


Simple fix

Login to app/website. A banner exists that says, everything is ready to go, you can safely test your system for 72 hours, after which the active monitoring subscription will be live. If you have any questions call us.

Then

Remove banner, send email, etc.


Very simple and something that should have already been a thing. You have to look at it form the perspective of a brand new user and not that you know how it works and that it works etc.

Community Admin

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2.9K Messages

1 y ago

anonuser2828,

I absolutely understand and agree with you. That's why I've been in conversation with our dev team to find out more. Speaking of, I can confirm that we're already considering options like you mentioned. If you ever need to activate another system in the future, you might see it!

- Johnny M.
SimpliSafe Home Security

11 Messages

And yet another confusing email for me to Activate Monitoring Rec 9pm more than 72 hours after install and after I did a systems test, got a call from the monitoring center to ensure things went live after the 72hr hold.

Why is this the second SS email to activate monitoring?


"Hey there,

Home dangers may be closer than you think.

Did you know that there's a break-in about once every 13 seconds? Or that there's a house fire every 24 seconds?

The good news is that you're also super close to getting 24/7 protection at home. Here's all you need to do:

   Plug in your Base Station
   Install your sensors
   Activate 24/7 professional monitoring

Need a hand? Just call us anytime at 1-888-910-1215.

Is your system set up and ready for the next step? Just activate monitoring to start your 24/7 professional monitoring protection.

>> Activate monitoring << Big ACTIVATE button in email like I mentioned in the previous post.

Prefer to have a professional set up your system for you? We have Simplisafe certified technicians that can do that for you. Just go to hellotech.com/Simplisafe and press "Book Now"."


I now how even more doubts about the stability of my monitoring with SS given one hand does not talk to the other and facilitates unclear communication to new customers.

Captain

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4.6K Messages

1 y ago

@anonuser2828 unfortunately, SOPs are anything but for many companies, sometimes SS included. Having managed several call centers over the years, I realize they are a necessary evil but using quantitative and continuous improvement methods they eventually can be made to work in almost all cases.

For me, when I started with SS in 2012 I installed my SS2 system next to my old ADT system, tested for a few hours and then called SS support and directed the agent to put me on active monitoring. I held on the line until the agent returned and confirmed it was in place.

Soon as I hung up I set the alarm to home and opened a door with an instant on configuration.  The monitoring company in place at that time instantly called, gave my safe word and moved on.

This should have not been necessary, but its how I do things, or at least try. A very big fan of the Reagan saying "Trust but verify".

On a positive note, SS monitoring has been nothing short of excellent over the years and provide exemplary service.

Good luck with your new system.

Community Admin

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2.9K Messages

1 y ago

Hi folks,

It's important context to know that these email reminders to activate service are automated - no humans are involved in that part. That is, except for in the programming. I suspected that something had gone wrong and the system is somehow not detecting active service under anonuser2828's email address.

The most common cause for something like that happening is if you purchased your system under one email address, and then activated it under a different email address. So the system is still expecting an activation under the first one. That's why I asked previously if you're getting the reminders under the same email that we have your Monitoring account under.

I did bring this to our engineering team, and it seems your account was just categorized incorrectly. We've already corrected your profile, so you should not see any further reminders.

The good news is that if you initiated a Test Mode through your Keypad, and you did get a call, then that does confirm that dispatch service is actually activated. You can safely ignore those extra auto-email.

- Johnny M.
SimpliSafe Home Security

11 Messages

1 y ago

"Hey there,

Let's talk internet. We highly recommend that you connect your new Simplisafe system to your Wi-Fi, if you have it. "


Even more emails that are well past their due date. I shouldn't be getting this if everything has already been set up, working, out of test period etc. SS runs checks, dont send this weeks later if the new user has already got everything set up

Community Admin

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2.9K Messages

1 y ago

Hi anonuser2828,

This one's a separate thing. Our service currently doesn't have a flag set up to determine if your Base Station is connected by WiFi - the server just knows it's connected. So we just send that email out to everyone that we know has active service.
That's kind of good news - now we know that your account is already being categorized correctly as fully active!

But I'm very glad to hear that you're another step ahead of us.

- Johnny M.
SimpliSafe Home Security

Captain

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4.6K Messages

1 y ago

And to add, if I may, your base station will send you a push alert (if turned on) that WIFI connectivity has been lost.