captain11's profile
Captain

Captain

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4.6K Messages

Thu, Aug 12, 2021 2:08 PM

Nothing like User Error to Test SS Monitoring

This morning my wife I returned from the local farmers market and heard our alarm go off as her garage door went up.  Got out of the car and opened the kitchen door to turn off the alarm as my phone showed it was the opening garage door that set it off.  COPS was ringing my phone seconds later and followed the ususal efficient SOP and we were done.  Of course by now my wife had figured I had made a configuration error on the recently installed entry sensor on the garage door and knew she was right as I attempted to look accountable and a bit innocent at the same time.  

Went into settings and changed away mode to "Secret Alert" and home mode to "alarm". Hit save, and now all was good with the world of SS.

Nice to see COPS are still on the top of their game. Simplisafe, as you build your brandy new monitoring station please realize you have a very high standard to meet, or beat, due to the excellent level of serice COPS has provided over the years.  I do have concerns over your future plans given the unacceptable standards at times with your technical support.  Monitoroing has to be world class, first time, every time. Why do you want to replace or augment it?

This concern was my main thought as I was speaking with COPS a few minutes ago.   Please make sure that fear does not become reality in the future.

The topic of this post would make an excellent webinar with customer participation in the CRC you have been working on.

Finally, remember the age old saying "If it ain't broke, don't fix it".

179 Messages

1 y ago

@ Captain11:   Are you saying that SS is replacing COPS  monitoring with their own monitoring at some point?  Where did you get this info?   I will drop SS in a heartbeat if they have their own monitoring based on their "wonderful" customer support issues.

Captain

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4.6K Messages

@ronsec no need to panic yet. I have alerts for SS on Google and there was a recent "powder fpuff" article by the county and state economic boards about SS's additional investment at their new call center site to build a new monitoring center.  When or even if it will add, replace or augment COPS monitoring is yet to be seen in practice, but since SS has not provided any news of it officially on the site, and as usual, you have to read important information elsewhere, how better to get that official response than posting here in the forums?

Being a fellow long time customer, you know better than most communcation from SS is non-existent or spotty at best.  The CRC that is currently being worked on offeres a great opportunity for Simplisafe to improve on that. Johnny M, here is the perfect opening for you let us know.  Hopefully, you will be promoted and assigned to head that CRC effort.  SS needs your talents in this area.

179 Messages

@ Captain11 :   I get it!   However, I would NEVER trust SS with my monitoring.  While they build a great product they have too many customer service issues.  I'm not going anywhere yet, just waiting to hear the facts from SS (yeah right! LOL).  Have a great day!

Advocate

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108 Messages

1 y ago

Found this online:
https://richmondbizsense.com/2021/07/16/home-security-company-locks-down-another-office-in-henrico-county/

Older 2020 article:
https://richmondbizsense.com/2020/02/28/home-security-firm-picks-willow-lawn-for-5m-call-center/

Community Admin

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2.9K Messages

1 y ago

Hi folks,

Please don't worry. We're not looking to get rid of our partner, C.O.P.S. Monitoring, any time soon!

And also please don't worry about our current call volume issues. As the Captain noted in a different thread, we're slowly making progress on that.

Besides, the great thing about our setup with C.O.P.S. Monitoring is that they're a dedicated team that handles ONLY alarm events. That, and they're able to operate 24/7. When we launch our in-house efforts, we'll look to their excellent example and will not settle for anything less.

- Johnny M.
SimpliSafe Home Security

Captain

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4.6K Messages

1 y ago

@Johnny M, thank your for your reply. Have a great weekend.