‎Terrible customer service | SimpliSafe Support Home
 
katheek77's profile

Sunday, May 14th, 2023 5:18 PM

Terrible customer service

I have been having issues with my outdoor camera since i got it three months ago.  The battery drains super quickly.  Customer service had me adjust settings, check what charging block I'm using, check my connection strength, etc.  Finally sent a replacement camera.  I'm still having issues.  I contacted support to tell them I was still having issues.  They asked if I'd updated the system - I did that sometime earlier this week.  They had me disconnect the camera from the system, fully charge the battery, make sure all updates were installed, and reconnect.  I did that.  It is now draining ridiculously fast.  I put it up Friday night and it has turned on four times since then and is now down to 75%.  Anyway, they followed up yesterday,  I explained that it had drained 13% (at the time) with only two detected events, and they sent me a link for a free replacement battery.  This morning, I went to order, but I apparently need a coupon code.  Contacted simplisafe.  The response was that they are not sending out replacement batteries.  When I showed them a screenshot of yesterday's conversation, they said, "That was accurate over a week ago, but isn't now."  I said it was yesterday.  The response was, "Glad we could help! Let us know if you have further questions or concerns.  Thank you for contacting simplisafe."  I responsed that it wasn't helpful, I was told I'd be given a replacement battery, and they repeated the exact same message.  I again said it wasn't helpeful, and they said "Have a good day!" and have no response when I asked what is going to be done about my outrageously draining battery.

Unreal. I'll be making sure everyone I know knows that this company is a scam. 

1 Message

1 year ago

Agree!!!

 

Happily dealt with this company years ago, and sang their praises to others.

 

That will never happen again!!!

 

They are a joke now, and not what they used to be.

 

Would like to know who is behind this company now, because I can't believe it's the same people as the ones I originally dealt with that used to have such good customer service.

 

I'm waiting for a credit for returned defective equipment that was received by them over two weeks ago.

 

I'm also waiting for a promised credit for material they shipped to me that was canceled, and subsequently confirmed as canceled, and they shipped and billed it after the cancellation and confirmation of the cancellation.

 

They were told that nobody would be there to return the equipment because it's a winter residence and I was leaving.

 

Supervisor D....... in Philippines stated she understood and would go ahead and just issue a credit to my credit card.

 

She lied and that never happened.

 

After realizing that the credit was never issued I called and asked for a supervisor in the US.

 

Was transferred to an alleged supervisor in the US that was actually a machine.

 

The machine kept stating the lie that it was a human, and I got nowhere.

 

After requesting a different supervisor, I was told that I would receive a call from one that evening, which never happened.

 

I will be seeking remedy via another route and I will make it my life's work to spread the word about the business practices of this company that I now consider to be very low quality.

Community Admin

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3K Messages

@caprm549​ I'm very sorry to hear about your experience. I forwarded your case to our escalated support team - a Senior Specialist will reach out to you soon to make this right.

7 Messages

For the record, I've been waiting on a senior specialist since....May 30, according to my text messages

1 Message

6 months ago

I HAVE been having issues with my system since I got it when I was within my 60 days I asked for a refund and a return label never happened.  I boxed everything until yesterday that I saw them and realized I never received the return label called today talked to a representative explain the situation she said because the 60 days blah blah blah i said i called when i was in my 60 days she transfer me to the supervisor again had to repeat my self I said look I am not asking for a full refund I am asking for the refund for the outdoor cameras that lost battery within a day Even the supposed replacement and my doorbell which i returned within a week and never received a refund. when i asked to speak to someone that could actually help Virvae or whatever her name is said she was the last line and I asked so you are the big boss, she said she was so I asked for her badge number she said she was not allowed to disclosed it which is a LIE then from being the big boss she said she will have her boss called me in an hour which i know will never happened.

I was very happy to try this product and service but its really baffling how they can lie and give you terrible service and terrible system and when you ask for a refund they wait until you are passed their "60 days policy" to say we cant do anything. 

Community Admin

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3K Messages

@mavrayaeliz15​ I'm sorry to hear about this experience! I've gone ahead and forwarded your case details to our escalated Support team; a specialist will be in touch soon to help.

1 Message

6 months ago

It’s almost 2024 and nothing has changed in the last 7 months or so since the original thread. We got our system about 2-3 months ago. We’ve had issues with the outdoor camera since we got it. First time I had to contact support I spent 30 minutes arguing with them that no, the camera pinging every 3 minutes on the dot was not expected behavior when the recordings showed no movement. It is a known issue that has been going on for years according to forums. Now we have no live feed. System and camera are up to date. Internet connection is strong. Camera notifies us when there is movement and is working but the live feed will not connect. I’m currently 10-16 minutes between each response I get from support. Each time they get back to me it’s to say they’re still verifying my account. The account that they sent me a secure verification link for that I completed and got confirmation that it was verified. Support is abysmal. 

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14 Messages

6 months ago

I agree. It is time for class action to wake them up. 

1 Message

5 months ago

Agreed, horrible customer service. I ordered my system a week ago and has not shipped. I now need to purchase locally so I can get the system installed when I need it, however they refuse to cancel. They refuse to tell me when it will ship. All the customer service reps are off-site and reading from a computer screen.

Community Admin

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3K Messages

@loudy227​ I am really sorry to hear about this experience. Unfortunately if a order is in process at our warehouse our Support agents cannot cancel or modify it. I do see that the shipping information for your order has been updated, and it has an expected delivery date of January 25th.

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