M

Sun, Aug 1, 2021 10:17 PM

Smart Lock failed randomly and locked us out, customer service is useless

As the title says, our smartlock failed today - the app shows it's online, the batteries were not low and this had never happened before. We've had it for 9 months at this point and until today I was very satisfied with it.

We called simplisafe and waited on hold for (so far)  25 minutes. We've called a locksmith.

I do not recommend the smartlock for anyone who plans to rely on it. Nowhere in their documentation do they say "Oh you shouldn't rely on our lock keypad to let you in, make sure you make your security much worse by hiding a key or something."

2 Messages

Il y a 1 a

All the rest of my system is working. My storm door is set as a notification only, and it is giving me notifications every time I open to door to try again.

This is far too expensive of a system to fail like this.

Community Admin

 • 

2.9K Messages

Il y a 1 a

Hi mike9843,

Really sorry to hear about this. I'm going to create a ticket to have a Specialist reach out, and hopefully we can get to the bottom of this, what appears to be a communication issue.

- Johnny M.
SimpliSafe Home Security