C

Tue, Jul 7, 2020 3:00 PM

Water Sensor not responding .... no resolution for two months

I still have not received anything ... and it's still randomly not responding.  And it's been nearly two months

From: Christopher Mead
Sent: Monday, June 8, 2020 1:13 AM
To: customer-support@simplisafe.mypurecloud.com; customer-support2@simplisafe.com
Subject: Re: I'm a current customer and need to reach tech support.

i have not received anything and we are still unprotected reliably.

-------
Chris says "Hi!'
________________________________________
From: Christopher Mead
Sent: Monday, May 18, 2020 11:26:40 AM
To: customer-support@simplisafe.mypurecloud.com ; customer-support2@simplisafe.com
Subject: RE: I'm a current customer and need to reach tech support.

Thanks, Hazel

‚Ä¢     The serial number is 0007F8B3
‚Ä¢     Water sensor number is 00304e2d

Shipping and Service address:

‚Ä¢     Chris Mead



From: Dave from SimpliSafe
Sent: Monday, May 18, 2020 9:55 AM
To: customer-support2@simplisafe.com; Christopher Mead
Subject: Re: I'm a current customer and need to reach tech support.

Hello Chris,

Thank you for the email. My name is Hazel and I understand that one of your water sensors is still malfunctioning after basic troubleshooting steps were taken. We do apologize for the inconvenience this has caused you and we definitely want to make sure that we get your system working properly for you.

I can gladly provide you with a replacement for that malfunctioning water sensor. If you could please provide me with the preferred shipping address and the base station serial number located on the bottom of the base station, I can get started on the replacement order right away.

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 - Email Representative

1-(800)-297-1605
Hours: 9 AM - Midnight Eastern Time, 7 Days a Week
Positive feedback is always appreciated!

Advocate

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2.8K Messages

2 y ago

Unfortunately, you're going to have to keep calling until someone gets the new water sensor shipped.  Don't rely on emails, call them (try pressing #1 for sales, you might get someone on the phone quicker)  - be sure to get a tracking number before you get off the phone, if possible.  Stay on them!

1 Message

2 y ago

I would be suspicious about the following email addresses that you sent that information to:

"customer-support@simplisafe.mypurecloud.com; customer-support2@simplisafe.com"

7 Messages

2 y ago

I also got an email from that address but it was in response to my email to the real customer service email address. I am wondering what the deal is.

7 Messages

2 y ago

I called, it's a security breach on SimpliSafe's part. I'm pretty pissed. They are sending me a whole new system but I'm not sure I will go with them anymore.

17 Messages

Wow I just noticed I had an email from the same address!  I just reached out to customer service as well.... I had responded to the email with my base serial # because they said I may need a new cell module...  Did you have to replace your base station only or did you have to replace every single sensor?

7 Messages

2 y ago

Also I would not post your base number on a public forum.

57 Messages

2 y ago

Welcome to SimpliSafe!! LOL

Community Admin

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2.9K Messages

2 y ago

@redlinese-r
Just to jump in here and clarify that those are indeed valid emails that our Support team might reach out to you with. PureCloud is the service that we use to help us manage our customer interactions. Nothing to worry about!

@tsmartin,
The previous poster is correct. You just need to replace the chip that controls communication over cell. The main circuit board, where the Base Station has all the info about the system stored, will remain in place. So all your settings will stay the same.

And as for chris_613,
Sorry about the delay! It sounds like your reply with the requested info didn't quite make it to our email team. We would definitely advise that you give us a call at 800-548-9508 to make sure that the replacement is sent out.

- Johnny M.
SimpliSafe Home Security

Advocate

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2.8K Messages

2 y ago

@tsmartin, you don't have to replace your base station or any of your sensors - you only have to open up the base station and take out the old module and replace it with the new module they send you - instructions should be sent with your new module, and if not, instructional video here:  https://support.simplisafe.com/hc/en-us/articles/360040117851-4G-Wireless-Module-Upgrade-for-the-All-New-SimpliSafe