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Mon, Oct 5, 2020 2:44 PM

Simple feature requests

I am writing to request two features be added to alarm system. I've added them here as user stories:

1.) As an alarm system owner, I would like to be able to reduce the alarm delay in away mode to be less than 30 seconds, so I can be more assured that an attempting thief does not have more time to disable the alarm system in other ways.

2.) As an alarm system owner, I would like to be able to disable the alarm delay countdown sound, so I can be more assured that an attempting thief will not find the keypad and tamper with it before the alarm is triggered.


For the first feature, I don't understand why this isn't available, especially if the alarm system can be set up to be triggered instantly. Why not allow the user to set the delay to whatever they would like it to be? 30 seconds is more than ample time for a thief to tamper with the system, and there are multiple ways to do this with a Simplisafe system. The second feature also seems like an obvious thing to add, since the entry chime can be disabled. This would make it harder for a thief to find the keypad, which can be tampered with in the lengthy 30 second alarm delay.

These two feature seem like they would not be a large lift, and are small things that could greatly add to an alarm systems effectiveness. I really hope the product and development teams will consider implementing them, or at least address this request with a substantial reason as to why they're not available.

Thank you

Captain

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4.6K Messages

2 y ago

@keenanpwells if you have SS3, your first request is already done. For either away or home, you can clock it down to 0. For SS2, if you have that system two things: 1. you can contact SS, give them your safeword and ask them to set it to 0. They can do that for you manually. 2. IF you have SS2, strongly encourage you to upgrade to SS3. It has many excellent features and is totally encrypted, unlike SS2 and many other advantages. You can also discuss with SS various upgrade discounts.

On the 2nd feature request, the keypad is designed that even if someone puts a hammer to it, the base will still send a signal. Unlike the commercials, my base is not sitting next to the front living room window lit up like a Christmas tree but hidden with no sound or lights.  Admittedly, the option to shut off the countdown sound would be a  nice to have but there are many other feature requests I would like to see SS do first.

2 Messages

Thanks for the quick response, I'm a bit confused about your response though. Trying to figure out what you mean by SS3 (simlisafe generation 3?) I have the "All new SimpliSafe" listed here: https://support.simplisafe.com/hc/en-us/articles/360029336232-Which-version-of-SimpliSafe-system-do-I-have-

I have installed the latest updates, and I have continually tried to clock down the alarm delay to below 30 seconds, but it will always reset to 30. Even when calling customer support they said this is the lowest it can be set.

Community Admin

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469 Messages

2 y ago

Hi all,

Yes, when Captain11 is referring to the SS3 he means the All New SimpliSafe system. While you can't normally adjust the Exit Delay for Away mode to less than 45 seconds or the Entry Delay for Away mode to less than 30 seconds, you can get them reduced to as low as 0 by calling in. We recommend calling in again so that someone from our Support Team can help you out with this. We have added a note to your account to make sure that whoever you speak to next knows how to help you out.

Regarding the 2nd request that you made, the countdown beeps are beneficial from a security standpoint as they draw the would-be intruder's attention to the keypad and therefore away from the base station. During the Entry Delay countdown, if the Base Station loses A/C power, it immediately sends out an Alarm signal using the backup batteries.

SimpliSafe Social Team
SimpliSafe Home Security

Captain

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4.6K Messages

2 y ago

@Simplisafe Social Team, I just called in and was advised  by the agent he could not get the time for the away entry to be less than 45. He was very polite, professional and did try. Please clarify and confirm. Thanks!

Community Admin

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469 Messages

2 y ago

One of the main reasons that we don't normally allow customers to adjust the Entry Delay to lower amounts of time is to reduce false alarms as too many false alarms can impact the customer with fines or potentially even losing emergency dispatch services. Because of this, it is usually our higher-level representatives as well as supervisors who would have the know-how to enact this override. So while we can make this change on our end, we want to make sure that it goes through the proper channels so that the customer is aware of the risk.

SimpliSafe Social Team
SimpliSafe Home Security

Captain

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4.6K Messages

2 y ago

@Team S. I applaud your coverage in the forums, as you promised, is very good and responses are timely. Okay, compliment done, now we move on to the "gift of customer feedback".  Confusion is not your, or the customer's friend. Training for ALL agents should be done on a consistent basis. To further illustrate this, I recently reinstalled my daughter's SS3 system at their "new" house built in 1906. There was confusion on  the monitoring address. I spoke to two agents and thought everything was fixed, and then 3 weeks later my daughter got her updated sim card from SS that was mailed to her old address in Chicago and then, luckily, forwarded by her real estate agent.

Procedures are written and in your knowledge base. And they are consistent. Thank you for the flexibility that I thought was there, and is. I will now call, again. to get my entry time reduced to 20 seconds. After 8 years, I know how to count to 20 and know the consequences if I don't.