A

Thu, Feb 4, 2021 3:40 PM

Delay in Shipping

Hi,

Excited by your reviews and the professional, no nonsense approach on your site I put an order in last week. The order process did warn of delays in shipping of certain items.

I called today to check up on the expected delivery dates.  The very helpful person who answered the phone apologized when saying that she has no information or even an honest guess on when the delayed items would be delivered. Given Covid I do understand the delays, but a truly honest answer about the situation should be provided.  Is it one month or two months? Even saying the following would be better than no information: "We are really not sure but our best guess at this point is 6 weeks but that might change."  So would: "Please call back in a week when we expect to have a better handle on the situation."

Thanks,

Al

Captain

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4.7K Messages

Il y a 2 y

@alcoonsbills welcome to the forums. SS is a great product, service and company, however, there are some things they can improve on. Communication with customers, unfortunately, is one of them.

I suggest you call again, preferably 9-5 Eastern if you can swing it, ask your shipping info again and if you get the same answer, just politely ask for a supervisor. If they charged your credit card, then especially do it. Please post your outcome here.

Community Admin

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2.9K Messages

Il y a 2 y

@alcoonsbills

Sorry about the delays! We take it you purchased either a Carbon Monoxide Detector, Smoke Detector, Water Sensor, or an Outdoor Kit for the SimpliCam Indoor Camera.

We can at least offer a bit more insight on what's going on. Over the holiday period, we had a much bigger demand for all of these items than expected. As a result, we've had to placed these orders on hold.

We have of course been getting new shipments in on a regular basis. So the good news is that we're getting close to being all caught up. While we can't yet promise any exact timeframes, we will be getting your order out to you very, very soon.

- Johnny M.
SimpliSafe Home Security

8 Messages

Il y a 2 y

Same problem for my upgrade order - half the components are backordered...I won't install the system until I have the smoke detectors! Mine have been backordered since 1/26 and customer support still can't give me a date on when they will arrive...

1 Message

Il y a 1 a

Just called regarding backordered items. Same answer as no estimated delivery. Long time SimpliSafe user so very disappointed. explanations need to be forthcoming.  SimpliSafe is better than this!!!

Captain

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4.7K Messages

Il y a 1 a

@tonykf1 if you are a long time customer you know SS is far from perfect, but, they also aim to please. They took your order with, no doubt, lacking disclosure they had no inventory. Suggest you call back, express your displeasure and escalate to a supervisor if necessary. Be prepared to clearly communicate to SS what would make you happy in addition to getting the product you ordered in good faith. Example: x month of free monitoring, discount code on new outdoor camera hopefully coming out soon (SS filed last week with FCC) etc. Good luck, and post your outcome here if you get a chance.

Community Admin

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469 Messages

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Hi @tonykf1,

Unfortunately, you are not alone in waiting for some of your back-ordered items to arrive. Recently, we underestimated the popularity of some of our products and are still playing a bit of catch-up with our manufacturers. We are consistently receiving shipments of these items and hope to have them back in stock soon. Once we have your equipment, we'll make sure to email you to let you know that your order is on its way. In the meantime, if you'd like to speak to us about this, please give us a call at 1-800-548-9508. We'd be happy to see what we can do to make this up to you.

SimpliSafe Social Team
SimpliSafe Home Security

1 Message

Il y a 1 a

I understand that there might be a delay, but inability to provide an ETA is very frustrating.
Just got phone with a customer service rep, who had absolutely no idea when shall get my smoke detectors.

8 Messages

Il y a 1 a

Still waiting on my Smokes backordered on 1/26...getting a bit ridiculous at this point!

Community Admin

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469 Messages

Il y a 1 a

Hi all,

We understand your frustration with waiting so long to receive the items you purchased. It's certainly not an ideal situation and is something that we are working on with our manufacturers to lessen customer impact in situations like this going forward. That being said, our manufacturers are working hard in production and as soon as we receive the items from the manufacturer we will be shipping out the back-ordered items to our customers.

SimpliSafe Social Team
SimpliSafe Home Security

8 Messages

Il y a 1 a

Still waiting on my smokes, CO and water sensors since they were back ordered on 1/26. Will they ever arrive or is it time to return the rest of the system?!

Captain

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4.7K Messages

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@ ian_4 first, know that the 60 days start from the date of your order so if you are going to return, keep that in mind. That said, I would hold out and wait for delivery.  I am a customer of almost 9 years, had SS2 and now SS3 and a loyal customer. If I may suggest, call SS and say you have been patiently waiting x weeks and were told y and you want z.  Free monitoring is a nice thing and  1 or 2 months is not an unreasonable ask.  Suggest you call and ask.  For me, would try on Monday during the day, when the normal full time shift is on duty.

Please post your outcome here if you get a chance.

8 Messages

I called them and pushed them for an ETA and was told "maybe a month". They gave me some free monitoring...they clearly don't have great insight into their supply chain for whatever reason.

8 Messages

UPDATE: The day after I called SS the additional components shipped and I received them today! All's well that ends well.

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Btw, these delays aren't limited to Simplisafe either.  Other DIY home security systems are backordered (listing a month out on some components).  It seems to be tied to a global chip shortage (likely due to covid, you can do a Google search for "chip shortage").  This is impacting car manufacturers, security systems, game console makers (like the PS5), any many others.

Captain

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@ ian_4 congrats! Glad it worked out. Have a great week and enjoy your expanded system.

12 Messages

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When I ordered my system, I was told that it would be 9-10 weeks to get my smoke and CO detectors.   It hasn't been that yet so I haven't expected them.    I don't feel that SS is at fault here - I was given accurate (so far) arrival dates and impatience isn't going to change any of that....