Sarasota_Joe's profile

Wed, Feb 19, 2020 7:59 PM

Time to expose the TRUE SimpliSafe to social & news media outlets?

This Forum documents YEARS of poor customer service by SimpliSafe to its former and current customers! There is a pressing need to expose SS's horrible customer service to social & news media outlets.

Prospective customers and the general public should be made aware of this company's poor customer service record and continuing lack of concern for its customers! It's time for SS customers to abandon this totally useless forum...and begin posting ignored issues and requests to social media and news media outlets.

The way I see it, nothing will improve otherwise. So speak out...or continue wasting your time complaining to each other. SimpliSafe's track record has certainly demonstrated that customer complaints, concerns and suggestions fall on deaf ears.

As Albert Einstein is widely credited with saying: "The definition of insanity is doing the same thing over and over again, but expecting different results.'

Captain

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4.6K Messages

Il y a 2 y

@js1547 this has always been an open forum for as long as I have been a customer (8 years in April) and support issues is not news. Historically, support is world class around middle of February to around Halloween. Then the wheels fall off.  If you read reviews on the internet, customer ratings for SS have taken a hit downward but now out of the holiday season will improve, again.

I for one have recommended and placed over 30 systems and continue to be a big fan. At the same time, I and many others have taken Simplisafe to task for the annual terrible support here in the forums and elsewhere, including direct emails and phone calls to the company.  That said, we can only hope SS is prepared for the next holiday season.  In the interim, have at it via social media. I still highly recommend them with the qualifier above.

34 Messages

Captain11...While support issues may not be news to veteran SS customers such as yourself, history shows that they will most likely become issues to new or novice customers.

I certainly applaud your past and continuing efforts to "...have taken Simplisafe to task", along with the documented efforts of many others. However, the overall lack of substantial positive results obtained from such SS supporters, must surely be disheartening to the majority of SS customers perusing this Forum.

Ironically, I have experienced few if any issues with my SS3 system, and I have also installed a SS3 system for my daughter. Nonetheless, I am not content to merely "...hope SS is prepared for the next holiday season."

When a customer purchases any alarm system, the general expectation is that the company will stand by its product and address any issues or concerns that may arise. Unfortunately, SimpliSafe's Forums clearly demonstrate that time and again, they are woefully unwilling to substantially improve their customer service efforts. In the worst case scenarios, customers have complained of having been totally ignored.

And when a company ignores (for years!) the very customers keeping it in business, it should not be so easily dismissed or accepted as "business as usual"!

In closing, thank you for your past and future efforts to help make SimpliSafe the company it could be. Let me know how that works out for you.

1.2K Messages

Il y a 2 y

As Albert Einstein is widely credited with saying: "The definition of insanity is doing the same thing over and over again, but expecting different results.'


Actually, it has never been proven that Einstein said this first as there is no historical record of him doing so.  Some research actually suggests the first person to say it said it at an AA meeting back in the 80's.  :)  


But as far as support issues go, the product itself is downright amazing as I haven't had to call support for years.  Them parts jus aint failin.  That also should be leaked out to the news.

Advocate

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2.2K Messages

Il y a 2 y

I personally created the saying "The definition of sanity is being able to afford your eccentricities"  (in response to being told I was insane for wanting to include an oxygen tank in my first aid supplies)

1 Message

Il y a 2 y

Well, it has been over a week while the SimpliSafe website states that my package was delivered it's nowhere in sight. I have contacted FedEx, I have contacted USPS , I have sent over 5 emails to simplisafe.com and no answer whatsoever. I have 15 days to confirm an alarm system for my insurance on my home to not go up and no answer from SimpliSafe. At this point I am calling simplisafe to cancel my order and get ready for a legal battle with this company for my $$, if there is anybody actually working there! What good is a good alarm system when the company totally and absolutely sucks with no customer support and no way to contact them because their email system is totally and completely obsolete.

Caution new buyers, caution, this company is a complete waste of your money and time. I am going to let all of my social media Buddies, families and my social media businesses know of this incredible irresponsibility on behalf of SimpliSafe. I have videos on YouTube that have over 400,000 views over 1k subscribers and I will let them know in my opinion, my experience up-to-date with Simplisafe as I progress with cancellation or resolution. This is incredible!

326 Messages

Il y a 2 y

Can you request a chargeback from your credit card company?

In my experience, they do not respond to emails at all.  Like never ever ever.  The single thing that makes this a terrible company overall is their support.  I kept my alarm because it works well and I am paying much less than I was on ADT, but I would never suggest their products to my friends and family only because of the support.  If they were to step up their support to what it should be, this could be a great company and could rule the security market.  

People are saying, though, that it's no longer so difficult to get through to them on the phone.  I haven't tried.

Captain

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4.6K Messages

Il y a 2 y

@davidmagosto its now almost March and that means historically SS has dug itself out of its holiday call backlog. I phoned just now and got an agent in approximately 5 seconds after hitting "4".  I suggest you call SS and ask for status of your system, and if not shipped, over night shipping, x months of free monitoring or tell them to cancel and just issue credit. I may be old fashioned but the PUTDP (Pick up the darn phone) applies here.
Note I am not excusing SS logistics for slow shipping. Rake them over the coals for that, but count to 10 and calm down.

Advocate

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2.8K Messages

Il y a 2 y

^ well, he did say he's on a time crunch for insurance purposes.  Subtract those days it wasn't shipped, add those days it will still take to arrive.  Reminds me of our contractor.  17 times in 6 months, I had to ask for his bid to be submitted.  That's right, 17 times.  He finally submitted it on the last day of the deadline.  I wanted to throttle him.

I completely understand the frustration of SS customers, if SS isn't going to ship something for whatever made-up reason/excuse they're going to come up with, at lease INFORM THE CUSTOMER IN A TIMELY MANNER, don't just ignore them, put them off, hope they won't notice, treat them like crap.  Sorry, Captain, SS is far overdue for some major house cleaning and getting their business in order serving their customers (I won't forgive them for the months long "holiday" crap they've pulled -this last they truly showed their colors and they weren't pretty).

101 Messages

Il y a 2 y

People will always have issues with products. It's how it is, but it's not a good scale to judge the entire company solely by forums and social media postings.  That's where people go when the have issues. For every one complaint or problem, I  bet there are 100 more customers who have no complaints and have fully functional systems.  Keep the source in context.  If there was a forum where it was mandatory for every Simplisafe customer to post something, I would imagine the problems and complaints would be the exception and not the rule.

1.2K Messages

Il y a 2 y

^This

Working in customer service myself this is the truth.  Any company that puts up a space for people to talk will attract angry customers like flies on $*#&#

Happy customers?  They're doing other stuff.

1 Message

Il y a 2 y

System is useless if you have pets!!!  They advertise that it can be used with pets but that is NOT the case.  Very disappointing to spend the money on the hardware and not be able to use it.

1.2K Messages

Il y a 2 y

Your system may be useless with pets.  Mines working just fine.  Interestingly enough, we have the same system.  Hmm...

Advocate

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541 Messages

Il y a 2 y

In other news, simplisafe you guys rock and products are awesome. That is all.

101 Messages

Il y a 2 y

We have 2 pets dogs and I did have to set my motion sensors in a specific way, but they're set where they do not catch the dogs, even if they jump on the couch, but still catch humans.  We had to put one sensor waist high and upside down and it performs exactly as expected.  I kept it on Secret Alert for a long time so there would not be any canine induced false alarms and it never went off.

Advocate

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2.2K Messages

Il y a 2 y

I have cats (not 7 any more, but more than one) and my system is far from useless.  It's all about knowing how to set up the motion sensors (the only ones which pets have any impact on).  Even if you can't set up motion sensors everywhere due to pets, the system is still far from useless.  Yes it is annoying that their advertising is "over-optimistic", but as with any high-tech item, it will require you to do your part.  If you don't, the odds of it misbehaving is high, and at least part of that is "user error".