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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!

Advocate

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2.2K Messages

4 y ago

@cinnamonsticks, get real.  Replace a three year old system with a new one?  This would be an insane business practice.  If they offered 40% off a new system to old subscribers, that would be entirely reasonable.  I don't expect them to take a loss on upgrading old customers, just not make much profit.

1.2K Messages

4 y ago

IN CASE ANYONE HASNT SEEN IT YET, CHECK THIS OUT...


https://simplisafe.com/forum/customer-support-forum/testimonials-reviews-and-suggestions/upgrade-offer-need-your-

3 Messages

4 y ago

i bought a brand new ss2 system a few months ago. bought like 15 sensors,extra sirens, panic button  extra keyfob paid like $600. i went into the hospital for 3 months and never had a chance to install it. when i came out i was in the bed for another few months Everything is sitting brand new in the box unused still in boxes and wrapped up.
Now i see the upgraded the system with the lighted keypad , double the range, 50% louder, 5x faster and new safeguards.
So naturally i call up for the new system and they tell me my return window expired.and i should sell the one i used on ebay or something and then purchase the new one. so i asked to speak to a manager and they told me the same thing. They wont even give me a discount or anything,they told me thats their new protocol
Thats really poor business. my system is brand new in the box . i shouldnt have to sell it on ebay.
they should take it back, whats the problem it not like they dont sell it still. they should at least offer an upgrade discount and you return the one you have
I will try one more time to call them and ask again. If they do not do anything for me i will be selling the item and NOT purchasing a new one and NOT doing business with this company again. I will also be urging my friends and family to do the same and make sure all my friends and family repost on facebook.
Im not threatening anyone or anything like that but posting a true review of how they do not help the customer.
Some people on here said the replaced their old used simplisafe with the new one for free but now they dont do it anymore
well thats not fair to everyone else

Advocate

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2.2K Messages

4 y ago

There is a potential discount being considered, but it is fairly pathetic.  Look in the forum for details and the chance to comment on it before they finalize it.

Advocate

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2.8K Messages

4 y ago

^ here's the link to that "potential discount" thread:

"Upgrade Offer:  Need Your Feedback"
https://simplisafe.com/forum/customer-support-forum/testimonials-reviews-and-suggestions/upgrade-offer-need-your-

That thread might be closed on or around Monday, so comment now, if you need to.

19 Messages

4 y ago

SS is finally considering an upgrade offer and is seeking customer feedback. Please go ASAP to https://simplisafe.com/forum/customer-support-forum/testimonials-reviews-and-suggestions/upgrade-offer-need-your- and make your voices heard.

As a quick preview, SS is considering requiring us to post a video to social media about our upgrade experience in order to get the full discount, an idea I'm none to pleased about. Again, go to link above and make your thoughts and opinions known.

6 Messages

4 y ago

The thread is closed...

7 Messages

4 y ago

Id like to get a new system  to replace my original system as well.

6 Messages

4 y ago

Simplisafe could throw us a bone, *at least give us Amazon Echo integration*. There is no reason they could not do that. But no - in order to get Echo integration you have to upgrade.

I have a ton of sensors, panic buttons, extra sirens, several keypads, and many cameras - you name it. There is no way I am upgrading to another Simplisafe system after they have left us in the lurch with no upgrade path and no way to use our old peripherals.

If my only option is to sell what I have on ebay - then that is exactly what I will do. And then I will purchase a new system from a customer oriented company like Adobe, Amazon, or Google - someone who has more vision and the courtesy to make sure old peripherals are not obsolete when a new brain comes around. And I will never, ever patronize Simplisafe again.

I could not be more disappointed that Simplisafe has Simpli walked away from us. The fact that they will not even integrate Echo for us is infuriating.

Advocate

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2.2K Messages

4 y ago

Keep in mind that they CAN'T upgrade the old system.  The code is burned into a chip soldered on the board.  It would require them to develope and you to buy a new base unit, and that would be a really bad business decision.  Ok, so you say you want the new system to talk to old devices.  The new system uses encrypted transmissions, the old one does not, so there is no way they can communicate.

That said, it is quite reasonable to be upset that you have to replace the whole system to get features you want.  Basically, either live with your old system or shop everybody for the best new system.  

Perhaps SS will come up with a decent upgrade package, perhaps they won't.

6 Messages

But they could have made a unit that talked to both encrypted and unencrypted peripherals. You do realize the year is 2018? And that we put men on the moon in 1969? This is not rocket science. CAN'T never COULD.

"No way they can communicate" - that was a design choice and perhaps also a marketing choice, but it was not a limitation.

Advocate

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2.2K Messages

4 y ago

Yes dear, they COULD have done that.  Probably would have cost twice as much and taken four times as long and had eight times as many problems when it got to the field.

It was a business decision, and a good one.  What was not a good business decision was to not provide a reasonable upgrade path.

1 Message

4 y ago

Disappointed  and Low Quality Customer Service

Upset about the lack of an upgrade path, poor communication with existing customers about the new system, and with SS's customer service as a whole.  By and large, the system just works, but when I do have to call in, it sounds like the employees are in a boiler room type call center.  They sound unhappy, overworked, and don't represent the brand well.  I recall once I had to get tech support regarding my system not communicating with the monitoring station, and it was a difficult process with unprofessional employees.  Again, I think this is SS's fault not the fault of the individual associates.  This makes me want to consider abandoning SS completely, especially since I would have to start out as a new customer.  I am very tempted to go with the Nest system, because I already have their wired smoke/CO detectors.  I'm very happy with the quality of the current gen of Nest Protect.  I also like the Nest FOB which you can just waive over the keypad to arm/disarm the system.  I found the Nest key chain would often get triggered by accident in my pocket, so I stopped using the Nest key chain completely.  I don't know anything about Abode, but I can try to read about it.  Also we should try to get this thread to Nest's CEO.  He sounds like a smart guy when they interviewed him, but obviously he's cutting corners on customer service with a low quality call center either run poorly by SS or contracted out, I don't know which.  Do any of you have any thoughts on this?

2 Messages

4 y ago

An upgrade option is definitely needed. It doesn't have to be free, maybe just an upgrade package corresponding to the loyalty of customers. I have had the original model for 6 yrs now and feel its time for an upgrade. What could I possible do with my current system, sell it online for a couple of bucks?

I think the market opportunity for Simplisafe is huge right now, since people are fed up with the expensive alarm company 5yr contracts. With a few improvements such as customer service and upgrade options, SimpliSafe will be soaring!

2 Messages

4 y ago

I just got the same message from SS. My 8 month old system is worthless to them. They said sell it on Ebay. I replied that the internet will know about this.  So, I guess I'll click that facebook link they have and spread the word that 500 bucks is only good for 8 months

Advocate

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2.2K Messages

4 y ago

That would be untrue, making you a lier.  The system is just as good now as it was 8 months ago, when it was good enough for you to buy it.  And it is still supported the same as it was 8 months ago and will continue to be just the same as when you bought it at least for the 3 years of it's warranty.  

And of course, it is worth nothing to SS since you bought it.  It is YOURS, and they, like every other business in the entire universe, have no positives and only negatives "taking it back" after you've turned into used goods.

You want to be pissed that they don't offer any incentive to upgrade to the new system?  Join the club.  Want to whine about how unfair it is that they actually came out with a new system and won't take your used system back?  For crying out loud, get a freaking clue.  All it takes is an IQ slightly higher than a Labrador puppy.

24 Messages

@sevensiamesecats . . . EXCELLENT post!!  Everything you said was absolutely correct.  Too may people think that other people, business, government, heck - even the world - owe them something simply for being here.  Glad to see that there is some sanity left . . .

3 Messages

I think the issue is people want a discount because the new system is completely incompatible with the old system. If we could piecemeal replace the system there would be no problem. We can't do that, and some of us have significant investments in the old SSII system. With no potential upgrade path the writing is on the wall for serviceability and support.

3 Messages

I think SS needs to respond to Amazon which owns Ring. They just launched a security system that's very competitive with SS offering. I'm tempted to switch...

https://shop.ring.com/pages/security-system