Support GAP when buying thru reseller....SimpliSafe came thru, but very poor experience with resell (Sams)
I had an urgent need to ensure a second house was secure, protected and monitored. My wife said that SimpliSafe was the best and easiest and many of the radio stations I listen to endorsed the product. I looked on line and almost bought from the SimpliSafe website but I needed to install ASAP. So, being a member of Sams, I saw a SimpliSafe system that met my needs and bought it. The install was going well. I had the outside camera frame attached to the house and the keypad on the wall. I ran into a firmware upgrade issue with connecting the outdoor camera. After several attempts and waiting for the update to complete, I called SimpliSafe for help. I had a person helping me within 1 min of calling - really good. The customer support person worked with me to get the outdoor camera connected but said the base station needed to be replaced. This is where the GAP starts. I found out that SimpliSafe can provide easy full replacement once an account is set up. Because we couldn't get far enough along in getting the account set up, I had to take the base station back to Sams for replacement. Sams would not replace just the base station because I bought it in a package. that is a problem because I had already installed several pieces and only took the base station back to Sams. I argued with Sams manager and asked to talk to his boss and was told his boss was on vacation and no one could help me and I couldn't talk to anyone else. Being very frustrated, I called SimpliSafe and gave this summary. They said they had to get approval to help me and after 20 min of waiting, SimpliSafe came thru and is replacing the base station. This GAP almost changed my mind about using SimpliSafe and I will not move all by business to Costco from Sams. Special recognition to Phillip on the SimpliSafe On Boarding team who took the time to actively listen to my story and turned a frustrated former customer into a SimpliSafe Advocate!