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Mon, Apr 19, 2021 11:07 PM

Customer support

I was disappointed to find out today that SimpliSafe does not support its devices purchased from other retailers.  I purchased a second SimpliCam from the Simplisafe display at Best Buy.  The camera would not log into my existing system, and I received help from your tech support.  They were able to see the view from my functioning Simplicam, and said the new camera was likely defective.  They stated a new camera would be sent out in a couple days and a return postage slip to return the defective one would be included.  It never arrived, so I called SimpliSafe again.  The person there said that I would have to go back to Best Buy to rectify the problem, and that they do not support devices not purchased directly from SimpliSafe.  They also stated they have no record of me having purchased any SimpliCam, even though I obtained one with my initial order for the system, and you can actually see the view of the camera on my system!  Best Buy showed consternation that SimpliSafe would not take back a defective product.  They were gracious enough to refund the purchase price even though I was outside their refund time window.  I recommend you inform your customers of your policy in an obvious location on your website.  I have informed those I know who either use your system or are looking for a new one.

Captain

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4.7K Messages

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@thekilbys  first, let me say I checked the Simplisafe Help Center and, at least from what I could see, it was very lacking on this topic. Simplisafe, before I proceed, feedback to you: Your support and return policies on 3rd party purchased product should be immediately documented, updated and made available in the Help Center and all agents trained on that policy. No excuses as Best Buy, Amazon, Costco, Sam's Club etc have all been part of your ecosystem for years.  I am not saying what that policy should be, but it should be clearly documented and communicated to all.

Now back to @thekilbys.  I purchased, about 2 years ago, a Nest Thermostat. I called Nest, confirmed it would work with my existing wired Carrier system (it didn't) and then went to Best Buy and purchased it. After a $100 service call the weekend before Christmas I packed it back up and returned it to Best Buy.  They issued a refund on my credit card without question.

So, in my opinion, both Best Buy and Simplisafe have a horse in this race, and need to get their acts together.

Simplisafe, please respond to this thread, and if I did miss the article in the help center, I apologize upfront. Thanks!

Community Admin

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469 Messages

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Hi @thekilbys,

We're sorry to hear about your recent experience. It appears that there may have been a couple of mistakes that we made during your calls. Our 3-year product warranty does cover all of our equipment whether purchased directly from us or through one of our 3rd-party retailers. As such, both of the representatives that you spoke with will receive some additional training regarding our policy and how to ensure the customer always receives the necessary replacements in a timely fashion. We'll also make sure that one of our representatives reaches out to you to make sure that you are all set.

@Captain11, thanks for bringing that to our attention. While we do have articles in our Help Center about our warranty and returning products for refunds, we'll try to add some clarity regarding how those apply to products purchased through our retailers.

SimpliSafe Social Team
SimpliSafe Home Security

Captain

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4.7K Messages

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@Team S Thank you for the quick reply and the additional steps that will be taken to improve the help center.  

@thekilbys  this is a great example of why I have been and continue to be loyal Simplisafe customer for over nine years.  As SS experiences dramatic growth, continuous improvement process can only help maintain customer goodwill....and SS's bottom line.

To all, be safe out there, and have a great week!