1 Message
Horrible Setup experience
When I originally placed the order, I talked to the customer service agent and confirmed multiple times that the installation people will remove my old system (I have disabled Guardian Protection System). After getting the equipment I called the hellotek and they said due to liability issue they will not be able to remove the old system. I got some one local, paid more money, removed all the old system and then installed simplisafe. Everything was setup (after 3 hours or so) by him and me. I followed every step as guided by the iphone app.
After couple of hours, i opened one door and in the app it said something else is open. Basically I opened Living Room window (first floort) and it said MBR window open (2nd floor). So I then went through the process fixed the names of few that was incorrectly named, saved to base station. After few minutes, I tested again, and it said again the wrong window as open. Basically the base system did not correctly register all the devices.
Tried to download update for the keypad and it took almost an hour and near finish it said 'error updating, base is too far'. That process is incomplete.
After a very frustrating phone call with tech support (he just would not listen to what I was saying), they are going to send me another base unit. Once it comes I have to go through another process of provisioning registering every door/window again.
What a pain and waste of time. I would not recommend this system if you already having another system that you are trying to replace.
After couple of hours, i opened one door and in the app it said something else is open. Basically I opened Living Room window (first floort) and it said MBR window open (2nd floor). So I then went through the process fixed the names of few that was incorrectly named, saved to base station. After few minutes, I tested again, and it said again the wrong window as open. Basically the base system did not correctly register all the devices.
Tried to download update for the keypad and it took almost an hour and near finish it said 'error updating, base is too far'. That process is incomplete.
After a very frustrating phone call with tech support (he just would not listen to what I was saying), they are going to send me another base unit. Once it comes I have to go through another process of provisioning registering every door/window again.
What a pain and waste of time. I would not recommend this system if you already having another system that you are trying to replace.
captain11
Captain
•
4.7K Messages
1 y ago
Is HelloTech an official service offered by SS or not? Baed on what I see from both websites, the answer should be no, and therefore support team has to clarify what it is telling and not telling customers.
@vaidyabala despite your setup experience, SS3 is a great system and I have used SS systems for over 9 years, and a very happy customer. At the least, I suggest you call and request a supervisor to walk through with you your system and answer any questions you may have.
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