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Wed, Jan 10, 2018 8:33 PM

Upgrade Program for Loyal Customer

Simplisafe,

First of all, your customer service is terrible.  I waited for over 30 minutes before getting a customer service on the phone.

Second, I would like to upgrade my old system to the latest system. But unfortunately Simplisafe does not have an loyal customer upgrade program as of yet.

I hope that Simplisafe will offer an upgrade program soon for existing customers.

My old system still works but it would be nice to upgrade and get better features like lighted keypad, etc.

Hope to hear from Simplisafe soon regarding to loyal customer upgrade program.

cheers!

62 Messages

5 y ago

Hello everyone, thank you for reaching out to us, and I apologize for any longer wait times.

I understand the concerns regarding the All New SimpliSafe and the SimpliSafe Original, and we appreciate all of our loyal customers who have stayed with us throughout the years.

At this time, we do not have an Upgrade path from the SimpliSafe Original to the All New SimpliSafe, but our return policy stands at 60 days, money back guarantee, and we're happy to schedule callbacks from our Tech Managers who can go over some options with you. If you're interested in purchasing the New SimpliSafe System, we encourage you to give us a call.

@vb2829
@ajp39

We will still be supporting SimpliSafe Original, and have no plans to stop supporting it at this time.

@snowboardsurfer35

I'm sorry for the delayed response, and we do greatly appreciate your patience. I've set you up with a Follow-Up call with a Tech Manager to speak to call you directly.

Bonnie
SimpliSafe Home Security

1.2K Messages

5 y ago

@Bonnie M

You should read some other threads, your policy does not appear to reflect what you just stated.  Many people with systems much older than 60 days (2 years in at least 1 case) are getting full refunds.

1 Message

5 y ago

They appear to be dealing with this on a case by case basis rather than issuing a blanket "Free Systems For Everyone" statement.

1 Message

5 y ago

or not dealing...



Just called and asked about an upgrade and was told that there was no credit/discount/upgrade beyond 60 days. The young mans suggestion was to purchase a new system and then I could sell my old one on Ebay. My system is only a year old so I guess if you managed to get an exchange upgrade count yourself lucky. I'm not going to bad mouth the company but in this day and age companies usually realize the competition is high and keeping your existing customers happy is at a premium.

1 Message

5 y ago

Yes there is an upgrade path if you want to get your same system again lol...

I just wasted 30 minutes of my life that I can't get back speaking to customer service as well lol. We moved across the country and I wanted to reactivate our alarm system. I logged in and got an offer to upgrade my equipment for $99 buck or something to Simplisafe 2 and all I had to do was send back some of the equipment in exchange. After talking to a customer service rep, it became clear that the upgrade offer was an offer to upgrade the equipment to simplisafe 2, which is what I have and not an offer to upgrade to 3.

Why in the world would I want to upgrade to something I already have you ask? There is no reason. So if anyone gets an offer to upgrade their hardware, guess what, they are probably only referring to what you already have.

Also in line with everyone else, I did ask about an upgrade path for existing customer and there isn't one, but we were already thinking about moving to a NEST solution because a friend did a demo of what their system does and I love it, so I think that's the way we're heading.

Simplisafe will probably offer an upgrade path to version 3 for existing customers if it doesn't sell as well as they hoped like many companies do, but if that does happen, they may have fewer existing customers to pitch the offer to.

8 Messages

5 y ago

Just got off the phone with customer support. I was told there is no upgrade option at the moment, but the representative said he "hopes" there will be one in the future. He mentioned there was an upgrade option from SS1 to SS2, which was 50% off after you sent back your existing hardware (minus the sensors since they worked with SS2).

2 Messages

5 y ago

I would also like to be able to return my old system and upgrade to the new. Not expecting anything to be free. However, there should be a credit for the old system/discount for the new system when you are an existing customer.

1 Message

5 y ago

I understand the pro's and cons of this discussion.  I bought this system in '15 because I wanted something that I could install myself and not be tied to a contract.  A lot has changed since then.  A lot of "like" systems are now being sold, most with more functionality.  

The argument that this is like a phone or a Playstation isn't fair.  There are certain expectations when buying those devices.  When you buy a phone, you know a new model is 12 months away.  When you buy a gaming system, you know the lifespan is 5 to 7 years.  If you buy a Playstation after it's been out for 6 years, you should know you're getting something that is at the end of it's life.  A simple google search will generally tell you that.

An alarm is different.  Most companies won't tell you their product roadmap 2 years ahead of time.  They want the customer to buy now, not 2 months from now.  I understand that.  Providing an upgrade path, however, is a good way to retain customers.  If we're going to treat our alarm's like the rest of our tech, we want to be able to take advantage of the new bells and whistles that come with new hardware.  I want a system that will tie in with my Google assistant.  I want a lighted keypad (a very 2012 request).  

I understand that I should pay for these things.  I do think that I should pay less as a current customer than a new customer.  I'm paying a monthly fee.  That fee is a big part of how they keep the lights on and is probably where the bulk of their revenue comes from.  If they want to keep customer's from jumping ship, they need to figure out how to make them happy when hardware changes like this come out.  Sure, they can do nothing and I can opt to move to another provider.  They can also provide a nice discount to those that want to stay in their ecosystem and continue to pay that monthly fee.  

Personally, I'm going to wait a couple of months.  If nothing happens, I'm going to opt for the Nest system.  I imagine like a lot of you, I'm an influencer of tech with my friends and family.  They see the things that I do and get my feedback before making the leap themselves.  How a company handles issues like this can have an impact on how I'd direct those people.

2 Messages

@michael_184 on 2/7/18.  
  Re: "I understand the pros and cons..."  Exceptionally well said.  Thanks.

6 Messages

5 y ago

Existing abode owner?
Great news!  We will be offering a discount and upgrade path for existing customers.  Details will be shared in the coming weeks and ahead of iota shipping date.  Check back for more information or sign-up for our mailing list for more information.


I guess I will be switching....

1.2K Messages

5 y ago

With that analogy you would be better off selling your old system on ebay.  Trading a car into a dealer usually won't get you what you could have gotten selling it privately.

1 Message

5 y ago

This is crazy... I've been a customer basically since simplisafe nearly started... now they have a keypad that meets a lot of the things we all asked for like the backlight feature and if I buy it, it's not compatible with everything else I already own? I still never got a response on my garbage cameras and I helped with the beta project... feeling betrayed like a lot of people here.

4 Messages

5 y ago

Why don't you call them and tell them how you feel? Sometimes, depending on who you get you will end with a favorable result.

1 Message

5 y ago

The thing you are missing with the old system is it has a huge flaw in it. If you have the old system, someone breaks in and smashes the tower before the timeout period, it will not place a call anywhere. That is why they have fixed the new system. If you do not believe me, look at their home page and check out the "smash the keypad or tower and it doesn't  disable the system, it will still place the call"...their words not mine.
Being in law enforcement, I was alerted to this flaw by one of our techs but only after I bought and expanded the system. It was verified thru many channels. It is even on youtube.
I have invested big $ in this system. If there is not upgrade to a more secure system with a reasonable discount, I will be going to another system.

3 Messages

There is still a flaw with this new system.  No encryption from the sensors to the base station an keypad.  If the base station and keypad are both smashed, no call is placed.

Advocate

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2.2K Messages

5 y ago

That was one flaw, but not the biggest as it was fairly easy to minimize (hide the base so it can't be quickly found).  Worse was the signals were not encrypted so PINs could be gathered and the disarm signal never changed, so it could be recorded and retransmitted to disarm the system.  But probably the biggest reason for the new system is that the old system had its software burned into a chip soldered to the board and so could not be upgraded to fix flaws or add requested functions.  

The thing is, as far as we can tell, none of the security flaws have been used by crooks.  But yes, if they don't provide a reasonable upgrade program, there is no reason to get your next system from them.  They do seem to be the price/performance leader at the moment, but they have some serious areas of deficiency which may be enough to make another company an acceptable alternative.  And if they don't fix their problems, another company may become a better choice.  Tossing away customer loyalty may make them unable to survive if that happens.

Advocate

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2.8K Messages

5 y ago

^^ THIS.