Using Your System
Account & Billing
Saturday, June 27th, 2020 7:10 PM
17 days ago
4 years ago
Hi folks! The exact measurements here for you:
3 months ago
I have this problem and am being told that they will charge me $4.99 per magnet. I asked why this isn’t a question at the point of sale so they can ensure you get the correct size magnet for your style of windows. No clear answer yet. Essentially I was sold an alarm system that can only alarm one pane of my double hung window. And I’m wholly unimpressed with the customer service I’m receiving regarding this topic. I’ve escalated to a manger but they have a policy that they don’t call back so you have to wait on hold…
Follow up: After one 10m text chat and 42 min on the phone, I was offered 2 months of free monitoring which would only cover 2/3 the cost of the $89 charge for 18 slim magnets). I’m not pleased that I’m being asked to pay an additional cost to make the system work effectively in my home when I purchased a security system that is supposed to work in all windows. “Work” should mean alarming both the top and bottom pane, not just the bottom. And my windows are only 20 yrs old and not unusual whatsoever.
I asked for the supervisor and said the offer was appreciated but that it should really be 3 months of free monitoring which would cover the costs of the magnets in full. He said he was standing with his original offer of 2 free months of monitoring because I was already getting a month free (that came with my new system.) YIKES, that shouldn’t play a role in this at all.
The system should work for all windows as they say and it just SIMPLI doesn’t.
Thank you for your feedback, and we are sincerely sorry to hear about your experience. All Entry Sensors come with the standard-sized magnet, and the "slim" magnet is a totally separate item. If you like I can request a call from a specialist who can further assist with your concerns.
That needs to be a factor at the point of sale, not after you receive the system and realize it doesn't work for all windows as advertised. What an incredible hassle this was for me.
After all this the date of original sale recorded in my account is August when I first built and put the system in a shopping cart. But I purchased this in Nov. based off a reminder email I received. There’s a glitch in the system somewhere. I had to explain to multiple reps and even send a screenshot of my order in email to one to prove this was the case. Just to make a return of a couple pieces...
I’ve been on the phone for literal hours.
At the end of the day I may finally have a system that works correctly but it was not easy to make happen.
@nicolefin I'm sorry to hear about this, but please know that I will forward your feedback to our internal teams to better our processes.