‎How do you get support? | SimpliSafe Support Home
 

2 Messages

Monday, December 9th, 2024 2:00 PM

How do you get support?

My system is approximately 3 months old - I started getting entry sensor low battery warning. I contacted Simplisafe through chat feature. 2 support folks - all I needed was a replacement battery, under warranty.  We couldn't there - I purchased batteries. Same chat - explained the 2nd system, purchased and returned was screwing up my login through the website - login goes to the register new product. I do not have a new one!  Ended the chat after 70 minutes. I had to explain explain what the screen looked like. Support didn't know what the process was. That is still not fixed. I requested a call back - that didn't happen. No email option for support.  I need the web login fixed - how do I in touch with someone that knows how to fix the remaining issue?

Captain

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6.2K Messages

6 days ago

Chat is fine for most things but in situations like yours, nothing beats a good old phone call.  Communication is instantons, more interactive and therefore, much more efficient and less frustrating.

1-888-910-1458 Every day, 8:00am – 10:00pm, ET.

If you have an issue with the agent, politely ask to be escalated.  SS support is normally excellent.

Please post your outcome here if you get a chance.

2 Messages

@captain11​ I'm sorry, but wouldn't a phone call take me to the same support group that handles the chat support? Phone calls do not have the capability to include attachments (screen shots) which was requested by chat support to understand what was happening. Requested because they lacked the basic knowledge of the initial setup of EVERY system. The chat was escalated to a supervisor, who even after going through the entire chat, could not handle either issue spelled out in detail.

Outcome:  I took care of the entry sensor issue-was not covered under warranty as it should have been.  The entry sensor issue - battery low could not get to a resolution of "hey, we will send one out under warranty for a failure occurring on a 3 month old system for a battery that is supposed to last 5 years."

The 2nd issue of not being able to login still exists.  It appears the closure of the chat with a request for someone to check into and call back exceeds what their support department can do. As to a good ol' phone call with this issue....  would that have changed this? Would my talking to them on the phone propel them into a state of consciousness that released knowledge they could not previously tap into? The lack of a call back is simply poor customer support. Prior to this, customer support has been good.  This is pathetic. The issue is support didn't know what they were doing.  I have zero confidence I am getting a call back - which was clearly requested and I have a paper trail showing this (aka chat session), which if you are not sure - is not available from a "good ol' phone call".  Based on the response received, the "community" is of less assistance than the support department.  The only hope now is that someone might read this and take this into account before purchasing a system.

May the force be with you..

Captain

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6.2K Messages

@kthielen_11​ The point of my message was that on a phone call you can immediately know that the other party does or doesn't understand your issue and you can try to resolve in real time.  I still encourage you to speak with an agent, or supervisor, live.

1K Messages

3 days ago

I have in the past went on messenger for simplisafe and get a quick response from them and they always have someone contacting you. The only 2 I do is messenger or a phone call. 

Community Admin

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822 Messages

2 days ago

@kthielen_11 we do apologize to hear about this, this is not the experience we want you to have! We have forwarded your case details to our escalated Support team to look into. A senior agent will be in touch ASAP to help make this right.

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