3 Messages
Is it in my contract SS can push firmware update, crippling my system, right before Tech support closes??
I just got the full run around and at every avenue was not truthful. As we all know, recorded.
Was told firmware past was issue things dropping, but not until this newest firmware did my system drop all connected.
Then was told if I got the system to finish firmware update, all would come back to life. But I have a message on the app and via direct that says firmware updated. Regardless, when did push the update again, only doorbell, indoor camera remained.
I was unable to do anything until your chat help had me re install one of 2 keypads and SS had to reset the serial base back to my account as code was 1234, full new install, and was no longer linked to my account.
This is only three of the many from just this morning.
Simplisafe Legal -- Is it in my contract I signed with you that you can push a faulty firmware update to my system right before your call centers shut down? That you are not liable I loose all my sensors, ability to arm, and only doorbell video remaining? And that the only resolution you have is for me to rebuild my provisioning profile that you LOST?
Technical - Why did you allow a firmware update that removes out the provisioning profile for linked sensors and cameras? Do you not accommodate for something simple as custom named asset profiles? And you honestly can not reload my profile as it was not even 24 hours ago, I have to rebuild it for you?
I could go on, but hopefully you understand exactly what the course of events (timeline) easily shows
JTBregenzer
3 Messages
5 months ago
And I was just informed that this happened for another property we have your services at. Everything dropped except the Doorbell and Inside Camera. This will be at a personal cost to me in time and money. Much Appreciated. Eagerly awaiting call back from hopefully an actual paid directly by corporate Simplisafe and not some off shoot tech support that runs a script process.
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emily_s
Community Admin
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3.3K Messages
5 months ago
Hi @JTBregenzer,
I'm very sorry to hear about this. This is concerning, and something that we need to investigate. I have escalated your case details to our engineering team to look into. A member of the team will reach out to you soon to troubleshoot your system, so please keep an ear out for their call.
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worthing
725 Messages
4 months ago
I am not a lawyer but you should review https://simplisafe.com/terms-of-service and specifically sections:
5. LIMITATION OF LIABILITY AND RELEASE
6. NO WARRANTIES
7. Release of Insured Losses
It does in fact seem to be in your contract. (I am not a lawyer. This is not legal advice. Please consult a lawyer with any questions or concerns you may have.)
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