Wow. SimpliSafe "support" seems to be an absolute joke. We tried to incorporate the "doorbell pro" into our system. None of the three doorbell pros they've sent work. When online with "support," for over two hours (total) over the last two weeks, it has become apparent that most of the folks answering the "support" calls have no clue about either the hardware or the software they are troubleshooting by phone. Some believe that the necessary (?) "chime connector" is included in the doorbell pro unit. Some believe it is a separate item that is necessary to make the doorbell pro work in most circumstances. When they sent out the THIRD doorbell pro, they said they were also sending out a "chime connector," but there was no separate item, just another doorbell pro that wouldn't work. We were then told the the "chime connector" is incorporated into the doorbell pro. Now that the THIRD doorbell pro does not work, we have been told that we need a separate ""chime connector," which they now say they are sending as a separate item. In any case, anyone can understand why we've totally lost confidence in SimpliSafe, their product and their customer service/support. Most times we call, we get off shore providers, receiving their phone calls at home, with dogs barking in the background, children crying and doors slamming. The support people do not speak English as their first or primary language. Some are barely understandable, due to their strong accents. All of the offshore "support" people have been, basically, clueless. Again, the "doorbell pro" and its customer service/support are an absolute joke. Someone suggested we send the whole system back for a refund and find another provider. That might be our best solution.
8 months ago
@Angus based on our records, I see that our Specialist was able to reach you today, and has confirmed what I had suspected - that you have a digital chime box, which the Video Doorbell Pro is not compatible with. But I'm glad that we've already gotten the return process underway. Again, apologies for the delay in getting this sorted. Let us know if you need any further help.
8 months ago
@Angus Not a good post to read for sure, and I have a friend who is a Systems Network Security Engineer for a large IT consulting firm, who had a similar experience as you. I recommended SS to him, loved the system but was ready to pull his hair out with the doorbell pro, especially when I told him mine, and two other dozen units I recommended on systems I placed, were doing quite nicely. I suggested the following, which he did: He called in, spoke with an agent and politely asked to referred to a product specialist. He was told that didn't exist but instisted (again politely but firmly) he be contacted by a specialist no matter what the title was. Next day a call came from a "technical specialist" who got down to business with amperage, voltage and other details I am not qualified to understand, but luckily, my friend did. I will spare you the details but the issue came down to his chime unit, which he replaced and, tada, the 4th doorbell pro worked.
I suggest you try the same. Repeating the same cycle of steps is insantity and if this doesn't work, and you are within the 60 days, understand completely why you would return everything.
SS, time to step up.
8 months ago
Hi @Angus ,
I agree with the Captain. This experience that you've had is way below our standard. I do want to make it clear that while we do have a diverse crew among our Support staff across the country, many of whom have been working from home since the start of the pandemic, all of them are fully trained to provide support in English.
Reading more into your issue, though, we should have first started by verifying that you are installing your Video Doorbell Pro into a wired analog/mechanical doorbell. If you have a multi-tone or digital doorbell system, the Video Doorbell Pro may not be compatible.
But once we verify that, the next part is to explain the Chime Connector, which is a piece of wiring that helps deliver the correct amount of power to your Video Doorbell. It is not usually required except in rare cases, which is why it is not included in the Video Doorbell package and should be sent as a separate item.
Since you've mentioned, you are now several calls in with our Support team without a resolution, I'm going to create a ticket with a Specialist myself. They'll give you a call and get your situation resolved ASAP.