R

Sat, Jul 24, 2021 12:20 AM

Poor Customer Service

After going thru all the steps and following online as well as phone support instructions to remedy my system's failure to "Link To Dispatcher," I was told that the internal cellular module would need to be replaced.  I didn't bother asking why it needed replaced due to the fact that from previous conversations I knew the CSR wouldn't have an answer.

After confirming the account and address, I was told that my new cellular module would be shipped overnight by Fedex.  Then, I was told, "sorry, Fedex doesn't do overnight."  I know they do, but SimpliSafe is too cheap to pay the price.  Instead I was told it would be shipped two-day.  I would receive my new module by Saturday July 24th, two days from Thursday, July 22.

Today, I received an e-mail from saying my new module will arrive on Tuesday, July 27th.  WTF!  So, I'm supposed to pretend I'm safe until then?  The only thing simple about SimpliSafe is they expect their customers to be "Simple Minded" and accept less than acceptable service. May be time to investigate other products and services that are recommended by neighbors.

Pretending To Be Safe In NC,
Customer since 2013

Advocate

 • 

108 Messages

Il y a 1 a

I'm sorry about your experience with SimpliSafe, but to say you aren't safe because of an electronic system that makes noise and sends a notification is something that really bothers me.  You should take more responsibility for your safety.  I am responsible for the safety of myself and my family- the SimpliSafe alarm system is a tool that I use to do it more effectively, especially the smoke sensors.  
Now, back to the shipping issue:  There could be any number of reasons that the shipment was delayed or that a particular service isn't available.  FedEx probably doesn't go into detail as to the "why", they just say it isn't available.  Then, maybe your shipment was already past the pickup time for the day, so the shipment didn't get picked up until the next day.  There are so many variables.  It sounds like a FedEx issue, not a SimpliSafe issue since they aren't the ones delivering the shipment.

Community Admin

 • 

2.9K Messages

Il y a 1 a

Hello rick.grinstead,

So sorry about your experience. I'm inclined to think that what the representative meant was that standard overnight (the only option agents have access to) may not have been available at your location? A Supervisor should have also been able to choose more urgent options (like Saturday Delivery), especially for situations like this where you'd be without a system for a whole weekend.

As for why your module would need replacing at all: I suspect that it may have been a while since you last received an update for your Base Station's connectivity. So the one you had might have still been using the 2G (second generation) network, which is now being phased out. Which is why we've been gradually upgrading all customers to 4G.

Again, I sincerely apologize for your experience. I will of course be reporting your feedback to our Support team's leadership so we can continue to improve.

Of course, once you get your module replacement, please feel free to check back here if you have any trouble getting it installed!

- Johnny M.
SimpliSafe Home Security

140 Messages

Il y a 1 a

Hmmmmm this "no overnight" is interesting.  I needed a replacement base station and the rep sent it overnight.  no issues whatsoever.  called Wednesday, shipped Thursday, received Friday!  BOOM!

FF to yesterday..... 2 items not working..... rep says 3-5 days shipping.... we say what about overnight... she gets says she got approval for that, but then the system miraculously said that service not available for our address!  rightttttttt..... she said she was still putting it in as overnight but that we might not get our 2 items.... we'll see... haven't gotten a shipping email yet and the person answering the phone isn't going to be happy is I have to call back and I have more than a 5 minute hold time!  better have their ear plugs and language filter ready!

Advocate

 • 

108 Messages

Il y a 1 a

It's difficult to know how their internal systems work and it doesn't help to make assumptions that they can do something.  A base station is critical for any system to work, but an individual sensor is not.  I can see a company justification for overnight shipping on a base station but not for individual sensors.  That could be the default in the system.

1 Message

Il y a 1 a

Awful company.  I bought a complete system plus extra pieces to secure my home.  It arrived within 3 days and I called the number to get it installed since the package I purchased included installation which cost me $79.  After nine calls and getting no action or answer, I paid for the install and asked for a refund. My emails and calls went unanswered but they didn't waste a minute offering me other "specials " and urging me to keep paying the $24 plus monitoring fee  I accepted the expensive monitoring service but when they continued to ignore my emails and communications about a refund, I cancelled the service and instructed my bank not to accept any charges.  SS kept trying to charge my card despite my previous cancellations and when someone answered they told me to contact their installation contractor since SS didn't install the systems and if I wanted a refund I needed to go after their contractor.  A supervisor then emailed me telling me to call  the installer contractor to set up my system which made me angry because all the emails mentioned I had the system installed already and they were charging me for services.  It is obvious they don't read their own emails.  Their advertising claims "cancel anytime' No obligation'. I called again and the last time I spoke with a friendlier customer service representative who cancelled  the service despite my previous demands.  As soon as I got the email verifying the monitoring services were cancelled, my entire system stopped working. A warning on the system told me to update the keypad with the base but every time I tried, it tells the update failed and then it says the update is complete.  I found out all the previous settings were erased and I had to reset sensors and cameras which is a problem because they are high and I have to climb 2 stories.   Now, the app won't turn on or off the system and keeps freezing.  I'm sure if I continue paying for monitoring I wouldn't have those problems. After reading so many complaints and postings, it seems its time to take action and contact legal experts on class action lawsuits.   I trusted SS and now have an expensive paperweight.  Sadly corporate America has lost their way and don't care about customer service and customer satisfaction only their bottom Line. So sad we have to litigate to get them to pay attention and deal fairly

Captain

 • 

4.7K Messages

Il y a 1 a

@ lrquinonez a person's experience equals reality. From your post, it appears you have more than sufficient reason to be not happy and livid.

I have been a customer of Simplisafe for going on 10 years, recommended and placed over 30 systems, and not a one has had anyway near this experience.

To Simplisafe: HelloTech is your vendor, or chosen 3rd party, to provide a service.  If this post is accurate, or even close, you, not HelloTech, have a problem.  A big one. Sunday night and quite confident, unfortunately, no one is moderating the forums until Monday morning. Prove me wrong, please. Get on the phone tonight with this customer and hold HelloTech accountable. Period.

Community Admin

 • 

2.9K Messages

Il y a 1 a

Hello lrquinonez,

We sincerely apologize for your experience, especially with having trouble getting in touch with our Support team. But I'm glad that you've already been in touch with one of our Specialists to get all of this sorted out.

To clarify, the installation fee shouldn't be charged until after the appointment is set up with our install partner. From what I understand, an agent was never sent out to your home, so we're already looking into getting you a refund of any charges from them.

We also want to address the other two concerns. We want to make sure that your Base Station is working properly, so as you discussed with our Specialist, we're sending a replacement. When that arrives, we can also re-link your system to the app to restore app controls (though of course, if you prefer to use the system offline, you can still arm/disarm, and change settings through the Keypad).

Again, we're sorry for this less than perfect start with us. But now that you're in touch with our Specialist, we hope that things go much smoother for you from here on out.

- Johnny M.
SimpliSafe Home Security

1 Message

Il y a 1 a

I sent a message to Simply Safe on Monday regarding their monitoring options, but got no reply. On Tuesday, I went ahead and ordered a complete system, but got no receipt or delivery tracking. Other than taking my money, I have no way of knowing if they got my order. I have logged into my account several times, but each time, it keeps taking me to my contact information to fill out, which I have already completed. It will not allow me to see any other account screens, and keeps taking me to the initial screen to fill out my information, which is 100% completed. So far, I must admit, I have little faith in SimplySafe's customer service, and from other comments, their business as a whole. I am not sure if I will keep their products (after I receive them), because I am losing confidence in them.

Advocate

 • 

108 Messages

Il y a 1 a

@bodyguard29    I have been with SS for many, many years.  There are plenty of people that have been customers longer than I have.  I actually have the "old" gen 2 system and I've been happy with it all of these years.  I'm just saying that SS is a good company and what you have experienced is NOT typical.  I suggest trying to give them a call and talk to someone to try and figure out what's going on with your account.  I believe someone else had issues getting their account set up because of something with them changing their email address during the setup process.  Some little thing that caused a glitch and was resolved by speaking with someone in customer service.

Community Admin

 • 

2.9K Messages

Il y a 10 m

Hi bodyguard29,

It sounds like you're being taken through the Activation process for Monitoring Service, which is separate from ordering (this is done so that you're able to set up service at a different address from where the system was delivered).

If you've already done the activation process, you might have possibly been logged in under a different email address? We definitely want to look at your account to make sure that everything looks right.

I agree with hondaman88, and strongly suggest giving our Support team a call at 800-548-9508. We can get this sorted for you!

- Johnny M.
SimpliSafe Home Security

Advocate

 • 

417 Messages

Il y a 10 m

@Johnny M,

I'm late to this thread but the original problem as described left me with a question. If the cellular piece dies or needs to be replaced due to upgrade or whatever, will the system continue to work as long as it's configured for WiFI? (And by 'continue to work' I mean alert your monitoring center.) Or does the piece affecting the cellular connectivity also affect WiFi?

Community Admin

 • 

2.9K Messages

Il y a 10 m

Hi Worthing,

Assuming that the user has a Gen 3 system, yes, all communication functions would work just fine through the WiFi only (of course, previous-gen systems don't have WiFi capability, so if cell is out, then all communications are out). The cell module affects only the cellular communications.

- Johnny M.
SimpliSafe Home Security