captain11's profile
Captain

Captain

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4.7K Messages

Fri, Sep 24, 2021 1:46 PM

Outdoor Camera Status Page

SS, time to step up and prove to customers you are customer oriented and want to do what you say you are "working on".

The new outdoor camera has been released, fantatstic hardware, features but yet software and battery issues reported. What are they? What's the status of each? When is a resolution coming? What are you specifically doing about it? Unfortunately, the answer across the board is "Who knows?", at least from a customer perspective. (Admittedly, some information buried in the forums here and there)

It's now Friday morning. 9:43 am Eastern, 8:43 where I am.  How about getting one (1) web person out of IT, teamed with the product manager, bring in lunch and put up a single page active on your website in the dashboard area entitled "Outdoor Camera Status". Have the following on it:

Issues Reported Name
Reported Date
Issue Description: (include version numbers of related software (firmware, phone app, iOS/Android etc)
Proposed solution:  (Can be blank if you don't have one
Proposed solution date:

Yes, you can bring in lunch and have this done. Heck, you can bill my credit card for lunch (keep the adult drinks to a minimum please, for productivity and cost reasons of course).  See you online at 6 eastern to see your results

Advocate

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108 Messages

1 y ago

Sorry Captain, but my money says it wont happen.  They can't even get us a search function.  
Besides, all of their people are probably busy answering the phones- it seems those customer service complaints have eased up on the forum lately.  
I think things like "Proposed Solution" and "Proposed Solution Date" are things they would want to keep internal anyway.  Missing dates, even proposed dates, can be an internal issue and wouldn't help with the public looking over your shoulder constantly.
I think there is a lot they could do with the forums and the information available, but they don't seem to want to invest the resources for it.  They may need to consider hiring a 3rd party to come in and get it taken care of.

Captain

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4.7K Messages

1 y ago

@hondaman88 intellectually I am with you on the outcome of this, but my glass half full inner self says SS will do something.  As far as internal, I worked and retired from a medical diagnostics company that had senior mgt that finally took the stance (correct one) to be as transparent with their customers as much as possible. In their future (at the time) CRC site we did one page web notices on certain issues customers already knew we had with equipment or software. By keeping them updated on status improved customer good will and delivery performance of fixes. That and many other things got us from a one digit market share to currently dominating the specific market segment.

There are many new foks in expanded positions at Simplisafe (I attempt to keep track of them through their career site and other auxilary sources like LinkedIn) and believe they are going to be more responsiive and transparent.  I am just attempting to convince them millions of dollars and months are not needed to get the ball rolling.  A few hours with the right minded people working together can move mountains and deliver results. What looks crude today will be seen as the fist step on a very worthwhile journey months from now. (Hopefully not years. :-)

Community Admin

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2.9K Messages

1 y ago

Hi Captain,

Cameras are complex, so a lot of different things can be going on that affect performance and function. So especially for issues with the cameras, we treat each case individually. That's why we start with the standard troubleshooting from our Help Center, which covers the most common issues first, like here for setup questions, here for audio and video issues, and here for all the error messages. A majority of cases are resolved just from the steps we outline there.

For everything else, that's what the forum is for! Our engineers put their whole focus on continually improving the system, and my team keeps you updated when those improvements are ready.
In the upcoming revamped forum, we'll also be adding features that help users with finding the right info, including updates and solutions for specific issues, and clearer indicators when an issue has already been resolved.

- Johnny M.
SimpliSafe Home Security

Advocate

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108 Messages

1 y ago

And a search function?  Please let there be a search function.