dandblucas's profile

Sun, May 1, 2022 2:36 PM

Smart lock

I have been having trouble with my smartlocks for sometime now. I have replaced the smartlocks, uninstalled and reinstalled the smart locks, replaced the base station..... so on and so on. This problem has been ongoing since 2020. When talking to customer service they still act like I'm the only one having this issue. I am beyond disappointed with Simplisafe. I have been with Simplisafe for 5 years now my parents have been with them for at least 10 years. If I could get my money back from this security system I would go with a different alarm company. If they would fix this issue I would be perfectly satisfied but this has been going on for over 2 years now. They just sent me a smart lock update via email.... it has made the problem even worse.....

Official Solution

Community Admin

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2.9K Messages

3 m ago

Hi @dandblucas ,

I'm really sorry to hear about your troubles. I'm not quite sure specifically what issues you've been having with the Smart Lock - but it sounds like I should set you up with one of our senior agents to get this issue cleared out once and for all. I've set up a call, so please keep an ear out!

Captain

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4.6K Messages

3 m ago

@dandblucas I'll start off with what you don't want to hear, that my, and at least six other customers ....those with doorlocks that I have personally recommended...work fine.  That said, with millions of customers I know there has to be many customers that have issues with their locks. The reasons can be various, but from your post it appears you have contacted support and, unfortunately, the approach appears piecemeal.  I have a friend (former coworker) that is a Sr. Network security engineer for a large tech company and had issues with his doorbell pro. He too contacted support several times, it was replaced 3 times etc. My advice to him (and now to  you) is to call, speak with an agent to review the call history on your account and politely, but firmly, request a technical specialist contact you at a mutually agreeable time to discuss the situation in detail and identify the root cause and fix.

In my friend's instance, it was finally determined his chime was the issue, which he gladly replaced on his own dime and, happily, the 3rd doorbell pro worked perfectly.

Please, if you get the chance, please post your outcome here. Thanks and have a good week.

1 Message

3 m ago

My app says an update is available for smartlock.  When I attempt to update it says can't connect.  Contacted customer support and app still says lock needs updated even though support says its updated.  Confusing.  Either app is not working properly or my lock isn't really updated.  Who knows?

Captain

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4.6K Messages

@sputnam291​ If so inclined to go to the trouble, suggest you uninstall and reinstall the app. If it still says you need to update, call Support and ask for your call to be escalated to a specialist. I am sure they will say yes and you can arrange a mutually convenient time to get to the bottom of this.

To SS: I just checked and in the Android app, there is no firmware version for the door lock. As there are for cameras, I suggested the whiz kids in product dev get this information added asap. Should have been there from day one. Thanks!