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Wed, Sep 22, 2021 6:40 PM

Replacement Equipment - Batteries

I was recently sent equipment to replace some of the Gen 1 SympliSafe equipment I had installed long ago that wasn't working. I really appreciated the help with that from SimpliSafe. It showed real customer concern and care, as well as company professionalism.

One thing though I was very disappointed about and want to make sure your existing customers are aware of:

The replacement equipment was shipped to me with "USED" batteries. I was told that it was a new policy by your warehouse to not ship replacements with new batteries. I found this out because I have an entry sensor on the fritz, and was told one problem issue was to install a new battery. That's when I learned about the used batteries.

Now I'm not sure what my expectation should be as to the battery life of the equipment I installed. The only way is for me to replace the batteries in all the devices with new. Then I'll have a reasonable expectation of how long they may operate.

Just an FYI ......

Community Admin

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2.9K Messages

1 y ago

Hi GT22350,

That doesn't sound right to me. Our official process is that some replacement equipment might be pulled from our stock of refurbished units - especially as we run lower on brand new components for the SimpliSafe Original system. However, to ensure best performance, our Fulfillment team should still be loading in fresh batteries for every unit.

- Johnny M.
SimpliSafe Home Security

4 Messages

10 m ago

Well, that's not what I was told by the SimpliSafe support staff when I reported an Entry Sensor with intermittent fault errors. I was told the new policy was to ship with used batteries and that was the first troubleshooting action I should take to determine what the real issue with the sensor was. The person I spoke to was Jesus. (I keep notes of weird stuff like this).

I was pretty taken-a-back by that statement as it didn't make sense to me. So, I asked to speak to a supervisor and Jesus told me one was not available. In a meeting. I asked it the supervisor would call me back. He said he would put in the message, but very unlikely I would get a call back. That was my biggest incentive to post this message in the first place, as I told Jesus I would if I didn't hear back from someone.

One of my personal policies is to do my best NOT to do business with companies where I can't get through to a supervisor or manager if there's a problem.

It's disappointing that your response was a vague answer with what they should be doing as opposed to what your policy is regarding batteries in new or refurbished replacements.

27 Messages

If you are getting help from Jesus, you are getting the best support you could ever receive. Just don't be critical of Jesus. :-)

Sorry, could not resist.

Community Admin

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2.9K Messages

10 m ago

Hello GT22350,

To clarify, the official policy is that we use fresh batteries for anything that we're sending out. That reduces the likelihood of battery issues being a factor if the replacement part also seems to malfunction.

Well be reporting your experience to our leadership to make sure that our Support team gives the correct info in future.

- Johnny M.
SimpliSafe Home Security