S

Wed, Aug 11, 2021 8:35 PM

Simplisafe force me to upgrade the system

I bought my system for $745 in 2016. The keypad failed on July 2020 and they sent me a new one. The key pad failed a few days ago, exactly a year later, and they said they don't have another old keypad so the only option for me is to upgrade to their new system. Yes, buy it myself, and they're willing to give me 45% off.
Oh, and the representative was extremely rude, wouldn't even give me her name.
I didn't spend so much money for equipment to last for only 5 years, and then have to purchase a new system. Shame on them.
I'd like to hear back directly from Simplisafe, and also to receive an apology for the very rude representative I had to deal with.

Community Admin

 • 

2.9K Messages

Il y a 1 a

Hello SJhere,

We sincerely apologize for your experience. Since releasing the current generation (Gen 3) more than two years ago, we had been keeping stock of Gen 2 products for all the customers who need replacements, or who want to purchase additional components. Unfortunately, since we aren't actually getting any new stock, we're starting to run out on certain previous-gen items, and simply cannot send out any more.

That being said, we should also have put in extra effort to troubleshoot your current Keypad, in case we can still save it. Were you seeing the same symptoms this time as from your first Keypad?

- Johnny M.
SimpliSafe Home Security

3 Messages

Il y a 1 a

Thanks for the answer.
I don't remember what exactly was the issue with the previous keypad. I assume it stopped working.
This time around, it stopped working. I replaced batteries - nothing, it's dead. A few days ago I contacted Simplisafe about this, a rep tried to troubleshoot it and finally decided she'd send me a new keypad. Today I got a call that you cannot send me a keypad because they're all gone.
When I called back to discuss, I got this rude rep.
How can we get this solved? I'm without an alarm for now which is not good. Please don't tell me to call simplisafe again, the last rep was super rude.

Advocate

 • 

108 Messages

Il y a 1 a

Like any company that manufactures a product that goes through updates, you can't expect them to continue to supply the older outdated versions beyond a certain point.  Even cell phones only get updates for so long before the manufacturer expects you to purchase a new(er) phone.  Microsoft dropped support for older systems.  Companies move on and sometimes we are forced to move along with them.  I have had older devices fail because of something that seems insignificant, but because I can't get the part anymore the entire device has to be replaced.  Seems wasteful, but that's the world we're in.  
Simplisafe did keep a supply of older keypads in stock, but that stock was limited.
You can try buying a used one on ebay.

3 Messages

Hopefully you're not in customer support. Nobody would buy security systems if the entire system had to be replaced every 5 years or so. In fact, my research showed that another DIY alarm company is offering a lifetime guarantee to it's products. I suspect that would become the norm.
Luckily, Simplisafe reached out to me by email and solved the issue.

Captain

 • 

4.7K Messages

Il y a 1 a

@SJhere hondaman88 is not an employee of SS.  (or me for that matter).  Both customers. If we did work for SS they would have termnated us both long ago as we do speak our mind when SS falls short.

SS2 is still supported. New features, no but the SS2 system is still supported. For how long, don't know.  That said, SS3 is a worthy upgrade. Suggest you call SS back and negotiate/discuss an upgrade. As far as a "super rude" rep, not acceptable and SS should, at a minimum, listen to the call and retrain etc.

Advocate

 • 

108 Messages

Il y a 1 a

I'm not in customer support at any company.  I have a SS2 system that's working fine for well over 5 years so I haven't replaced it.  My point is that nothing lasts forever and with the advancements in technology it's hard for anything to stick around.  It doesn't make sense for a company to invest in resources to maintain an outdated technology when they have something better available.  Would it make the customers that invested in that technology happier to have the ongoing support?  Sure.  But I do understand that eventually my SS2 system will have to be replaced for whatever reason.  Who still uses a VCR for their primary entertainment device?  I have one somewhere that works but I moved on to streaming services.  Anyone see a "VCR repair shop" open anywhere?
The technology worked well for it's time but people choose to move on to better things.

1 Message

Il y a 10 m

Well, don't feel alone.

I have owned SimpliSafe system with $24/mo. monitoring since 2014.  BOTH my keypads died and when I called to see about another one, was also told they were no longer available.

SO.... they said I had to upgrade to the "New and Improved" system.  They did give me 50% off so I spent the nearly $400 (that's the half price cost), to get replacements.

Installed the new equipment into EXACTLY the same locations as the old system and 4 of my sensors will not attach to the base system (even though they did when I first set them up in my living room, next to the base station).   Once moved to the EXACT same location(s) as the previous system.....no connections.

Also, some of the sensors change state (open/closed) just because they feel like it.  I may be sitting in my living room and the sensor for a door access chimes and while the door is NOT open, the system says it is OPEN.  Then after a while it goes back to being closed.  What gives??

Two water sensors won't connect when placed into the same as the old system sensors.

THEN, to cap it off, the siren is IN THE KEYPAD and not separate like my previous system.  No one said anything about that and now I can't even hear it because the keypad is far away from out bedroom (previously we had the siren mounted outside our bedroom.  

I spoke to customer service and they suggest I BUY a siren at addition expense!  IT WAS INCLUDED with the old system!!

Finally, after sending numerous emails back and forth between SS and myself, they said the would call me and just let them know the best time.   I sent them a day and time window.   You guessed it.....no one called.

I sent another email and was told to call a specific number which they said was for tech support.   I did.  It went to a customer service rep to whom I tried to explain it all....for 20 mins. and then he put me on hold to talk to his supervisior.   I waited on hold for 30 more mins. and their phone system then disconnected me.

Sensors still don't work.

Captain

 • 

4.7K Messages

@fsmith3160  Call support and ask for a manager. If one isn't available, request call back.

Advocate

 • 

417 Messages

Il y a 10 m

@Johnny M,

If they can find another keypad on ebay or a 3rd party market, can y'all make that work with their system?

Community Admin

 • 

2.9K Messages

Il y a 10 m

Hi Worthing,

Yes, that's right. Any component that you can get from a third party can be installed, as long as it's the same generation.

fsmith3160,

I'm really sorry to hear that your upgrade experience has been less than stellar. It sounds like you've got few issues going on with connectivity and sensor function. - which is very strange because the newer sensors have a much greater range and should be performing much better. I've requested a call from a Specialist who will take you through in-depth troubleshooting.

One thing I should call out though - the countdown chime, for when the alarm has been tripped and is counting down to the main alarm, has always come from the Keypad (even on Original systems). The main loud siren comes from the Base Station.
That is, unless you have a Wireless Siren, which can echo both the countdown timer and the main siren. That is indeed a separate component.
If you had a Wireless Siren with your previous-gen system, that should have been included in your upgrade package. I'll let our Specialist know to talk about that with you as well.

- Johnny M.
SimpliSafe Home Security