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Sat, Jun 13, 2020 7:32 PM

Customer service SUCKS!

I have had SimpliSafe for 1 week and  have had issues with indoor camera. SimpliSafe has sent me 2 replacements and they did not work either. You cannot get a representative on the line. Customer service is horrible. I WILL NOT recommend SimpliSafe to anyone.

326 Messages

2 y ago

Yes, their customer service is truly a mixed bag.  I've had good experiences and terrible experiences where I cannot get anyone on the phone without being hung up on.  It is their weakness.

Advocate

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2.2K Messages

2 y ago

One of their weaknesses.  There is the lack of communication and the mostly ignoring customer requests/bugs reported.  And the apparent incompetence of the billing and shipping departments.

2 Messages

2 y ago

@ac0118, do you have multiple AP's in your home?  I'm noticing SS connects to the farthest AP in some cases, with the weakest signal, not the strongest signal.

I have found their customer service reasonable -- no complaints so far.

2 y ago

I'm very disappointed with technical support.   Calling today their system cut me off 4 times while on hold and then 1 time when I finally got to a tech person.   I sent an email and we will see that that works.

6 Messages

Hold time is close to 50 min or more if you want to talk to someone on the phone.
Do you really want to wait 50 min when it's a matter of your safety and security?

2 y ago

I am currently on my 4th attempt of reaching customer service.  Every time I connect with someone the line goes dead.  I see here that this is a common issue with SimpliSafe Customer Service.  That was very frustrating, HOWEVER, once I did get through, I spoke to a rep that was very helpful and customer focused. He told me that the Technical line options due tend to drop calls, but if you select an option for a new customer, the lines seem to work better.  So far I am pleased with the system and the service.

4 Messages

2 y ago

I had reason to contact customer service today as I am putting my service on hold.

There was definitely a hard sell in the retentions department.  I get it, it's their job to do so, and their retention offer wasn't bad, but I don't need a service I don't need.

One more thing... cancelling your service means IMMEDIATE cancellation of service.  Um, what about the month of service I paid for???

Take home message:  If you need to cancel or put your service on hold, do it a few days to a week or so before your next bill is charged.

2 Messages

Good to know, thanks!

2 Messages

2 y ago

Agreed, for a service that charges $30/month, it's not very good.

I had a really rude CS agent tell me that I should have known about how the "testing" mode works (it's not really documented anywhere that you're automatically put into a testing mode for the first few days that won't call ANYONE, including you, if a real-life siren goes off at 5 AM while you're away and it disturbs your neighbors...). Given that the sticky pads they give you for the sensors are terrible and not everyone is going to be at their new house 24/7 checking on every tiny device, you would think they'd have some failsafes built in that INCLUDE a courtesy call.

Nope.

I did, however, have one very productive call with a gentleman later about alarm permits, but this was long after I had suffered through painful device setup and removing/replacing EVERY sticky pad with the screw-mount options.

I'd love to get more involved in the community but if their CS is any indication, the product team is probably not a "listen first before speaking" kinda crowd...

Advocate

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2.2K Messages

2 y ago

$30 a month?  Most of us pay $25 a month for the best plan or $15 a month for the base plan.

1 Message

2 y ago

I agree that customer service is TERRIBLE. I have spent over 4 1/2 hours on hold and with agents the last 5 days.

They sent replacements for problem units and I called to make sure I set up the replacement base station.After 40 minutes on hold, the agent ran me through the set up. She told me everything was set and ready to go. When I tried to arm the system I got error messages. I have spent over two hours on hold trying to get back to an agent. Three times now, after being on hold for 30+ minutes, I have been disconnected!!! THIS IS TERRIBLE!

1 Message

2 y ago

I hate it. I bought into this system quite a while ago. Slowly I have had to disable devices. Motions were triggered by my cats they are now disabled. The smoke detectors fire off for no reason and called the fire department 4 times - now disabled. One entry alarm just stopped working disabled.

I am afraid to enable the system that it will cll the cops for false reasons.

I finally installed Videodoorbell Pro (took me a year to get an electrician here to install it). We finally got it set up after a dozen tries. The camera is not very wide angle. The sound did not work. I found out it does not connect to the Simplisafe base station to chime - I must buy a chime and get it installed! Then after 5 minutes it stopped connecting to my phone and needs to be set up again.

Stupid me I bought into a cool advert and jumped for it. I am tempted to remove the whole system and do my research before buying into something new.

It maybe a good system but for me I really blew it and should have done my homework.

Advocate

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2.2K Messages

2 y ago

As I understand it, the latest update added the doorbell "chime" feature to the system base.  I don't know how well it works, since I don't have the doorbell.

1 Message

2 y ago

So far I'm hating this service - been hung up on several times by customer support, can't get the system to work properly.  What's the point of this if it doesn't work and the seller won't fix it?  i want my money back.

326 Messages

2 y ago

There have been so many posts about how terrible customer service is that I feel like it's Christmas again.  I thought that customer service got better after the holidays.

Advocate

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2.2K Messages

2 y ago

If you ordered it 60 days or less ago, you can call them for a return authorization and ship it back for a complete refund (including shipping both ways).  Make sure you get a tracking number and track it; they have been known to lose returned systems.  And make sure they refund you in a timely manner.  Sometimes they "forget".  Use your credit card company and the BBB if they give you grief.

1 Message

2 y ago

Completely worthless web page, no alternative way to contact SS, no contact info, system says I'm away for 2 days ago, Console is flashing indicating 'can't communicate with Dispatcher'................ finally found phone number....... after initial robot, ring forever no answer.  I'm done!