captain11's profile
Captain

Captain

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4.6K Messages

Tue, Jun 28, 2022 1:59 PM

Reinstall after new outside lock

Hi SS, to match our recently installed hardware on the inside of our house with new doors, we are now getting around to installing new door hardware on the outside doors. All are done except the front door, where our black SS SmartLock resides.  A single deadbolt will be going in and, hopefully, I can use the same adpater for my thumturn connector. Here's my question: If I can't, can I purchase a separate, new set adapters? If not, recommend you get them added. And yes, I should have saved all of them.

Two goals of my post: 1. To ascertain if I can purchase the adapters and 2. How long for someone from Simplisafe to respond.

Very interested in both. Hope to be pleasantly surprised on both goals.

Official Solution

Community Admin

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2.9K Messages

1分前

Hi Captain,

If you're installing the same brand, then it's very likely that it will use the same adapter. But if you do need replacement deadbolt adapters, you won't be able to purchase them. Our Support team however does have them available as free replacements! You already know, but if anyone else needs it, Support can be reached at 800-548-9508.

Captain

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4.6K Messages

@davey_d​ Thank you for the information. Better than I hoped with being able to obtain the adapters, if needed, at no charge. Before I get my soap box out to give some praise, one suggestion, that the instruction manuals be better organized in the Help Center, and more importantly, add an article on how to uninstall the Smartlock to update other door hardware, like a single cylinder deadbolt.

Now onto the praise...wow, SimpliSafe's NPIP (New Product Implementation Process) to anticipate and deliver on the contingency of customers, like me, not keeping accessories they may need at a future date, and provide them at nc! First goal, check! And Davey, your time to respond on a posting on a new thread this quickly, goal #2 check!

This is another example why I have been a customer for 10+ years, placing over 30 systems and stating Simplisafe is simply the most effective and best value in the home security industry, period.

Finally, for those that suspect I am a SS employee or plant, feel free to do a search on the community.  When I feel appropriate, I do strongly challenge SS to do what is right for their customers and associates. While not perfect (what or who is) Simplisafe will always try to do the right thing.

(edited)

Community Admin

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2.9K Messages

@captain11 that's a fantastic point about including un-install instructions - not just for the Smart Lock, but all the others as well. I'll let the team know.

Captain

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4.6K Messages

@davey_d​ I called support this past Saturday and the agent walked me through the "uninstall" process and said they are asked by customers all of the time to do that. He has his own "cheat sheet" and he was very helpful. Luckily I replaced a Schlage bright brass deadbolt with a matt black one and it used the same adapter.  WIth the agent, it was pretty simple to do. Hat's off to support.

(edited)

Community Admin

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2.9K Messages

Glad you had a great experience, Captain! Yes, a lot of the info is just the setup process in reverse, but there are some tricks and tips we should make available to everyone - users and our Support agents alike.

1 Message

22日前

I have ordered replacement adapters twice now from SS, each time spent upwards of 45 minutes in the phone/hold with a CS agent, only to receive both times the metal mounting plate and bolts and NOT the adapters (I need the yellow one). One the phone now for the third time for 45 minutes. They are sending the same thing again, so fingers crossed that they send the right thing this time. 

(edited)

Community Admin

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2.9K Messages

@jen​ I'm really sorry about this! I did check on your account and I see that one more order has been pushed through for you already. Hopefully our Fulfillment team gets it right this time. But if you have any further trouble, let me know here and I'll talk to our Fulfillment folks directly.