‎Entry sensors not included in upgrade | SimpliSafe Support Home

Sunday, February 2nd, 2020 4:58 PM

Entry sensors not included in upgrade

I just tried to upgrade my system with the 40% off deal. When I placed my upgrade order, I had 28 entry sensors in the order. But when I actually received the  shipment, there were 0 entry sensors in the box. I looked back at the email confirmation, and the entry sensors had been removed from my order even though the price was the same. I actually had a screenshot of my order including the entry sensors in the price i was charged. After sitting on hold for 45 minutes with Customer Service, I gave up and emailed them, and included the screenshot. The response I got was that the maximum number of entry sensors you can order in an upgrade is 20, so the entry sensors were automatically removed from the order (without any notification to me) and the price I paid didn't actually include them (even though the order shows them included at the price). Has anyone else had an issue with this? I'll be returning the upgrade if they won't honor the quoted price.

Update: I finally got a hold of someone on the phone and they honored the original price and are sending me the entry sensors. So Customer Service came through in the end. Thanks!

1.2K Messages

4 years ago

Call and ask for a supervisor.  SS is normally pretty reasonable.

2.8K Messages

4 years ago

Yes, SS has been screwing up orders and charges for a few months - hopefully, they'll re-vamp their warehouse/shipping process because it really needs it.

When you call SS, try calling early in the morning when they open (9am, ET), and press #1 for sales (this option tends to be answered sooner) - then ask for a supervisor to get this issue settled for you.
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