I just bought this system a couple of months ago and I am very upset with what they've done. No upgrades, no discounts, no mention of any new system. I always wanted a lit keypad and forget the frills for a second, they are covering up A SECURITY FLAW by slowly fading out the SS1 and SS2. They found out about the hack that is doable and then they don't take responsibility. I find this ridiculous and unfair practice. Absurd!!!!
I was a customer for a year or more and recently moved. When I called SS to notify them about canceling monitoring the girl told me that she would give me 40% discount if I wanted to get SS at my new home. At that point I wasn't sure what I wanted to do. It was about a month or more when I called SS back and made sure I would still get that discount and when I was told I would, I ordered the new system. (new as in their upgraded system). So I pretty much got the same equipment as I left behind, but almost 1/2 price. I was pretty happy about that. No complaints here. There was a delay in one of my components which held up shipment so I got a month free monitoring due to that.
I have been a loyal customer for 3 years and spent about $700 on my system, with additions... and would also like to upgrade to the new system... It would make sense to offer some sort of upgrade, trade in your old for the new... and although I have NO complaints about response... to an alarm.. your customer service hold times are beyond ridiculous. 15 mins I have been waiting to speak with a representative...
you need to offer a trade-in program for loyal customers. Many of us have huge investments for the old components which simplisafe can refurbish and resell as refurbished if they want at a discount rate.
Like others, I purchased my system a few months ago. One of the major complaints from my wife was the lack of a back light on the keypad. Now that SS3 is released I would love to get two new keypads, but it sounds like I will need to replace the entire system. I also found a post from 2012 where SimpliSafe had a discounted upgrade program to upgrade from the original system to SS2, hopefully they will do something similar again.
I'll be switching over to Google's system if you don't offer an upgrade discount. I sung your praises, have installed in two houses and this is how you treat loyal customers? Bye bye.
Nest is about to release their own security system for anyone considering a move. I know I will be looking to Nest over paying full price to upgrade my $800+ in equipment invested in Simplisafe. The SS components I have currently installed look like a toy system. I also own many nest cameras and can say the quality of their equipment and even packaging is worlds better. I think the box my nest cam is packed in costs more to produce than a SS base station.
I too have been a loyal customer for over 4 years now and would greatly appreciate an 'upgrade discount'. I own 2 systems, one for my vacation home and one of my house. I've also recommended SimpliSafe to 3 of my friends who all purchased within the last year. I would totally take advantage in upgrading both my systems to the new and improved versions.
With increasing competition you'd think SimpliSafe would offer their existing customers and options...that's bad management. I'll also be looking into a new system from a competitor.
@syfr, so is Honeywell Lyric, which is already Apple HomeKit compatible and has z-wave. I'm tempted to cancel SS3 order and go with Lyric, since the controller is much more refined, does not require separate base station and keypads, has z-wave, and HomeKit compatible, etc.
Call them up, I just upgraded my old system. I had to pay full price for my new system, then they sent me a shipping label to send back my old system that's 2 years old for a full refund of what I paid for the old components.
How did you get this ? They offered me nothing when I called. They said I could just hang onto the old system or do whatever I wanted to with it. They would not buy it back or give me a discount of any kind.
I just called in and was told no such offer existed. I paid almost 800 for my old system and have been a customer for almost four years. If someone from Simplisafe is reading these please let me know what my options are. Thank You
rklives, you are the first person to say they received a refund for returning old equipment. Anyway to confirm this, or let us know who you dealt with?
Thanks for the pointer, I'll go look at that. While I'm not expecting anything home-automation-ish purchased in 2018 to be a long term solution, a system that will talk to generic Zigbee/Zwave components is likely to have some staying power.
The only issue with Lyric is there are limited options for DIY with monitoring (plenty of places to buy if you don't want monitoring though), and with the upfront cost plus monitoring it ends up being more expensive than SS3 for the limited DIY providers. Don't know about the companies who lock in contract, though. I imagine the non-proprietary folks might move toward it. closed proprietary like adt are teaming with samsung already. Don't know why SS hasn't locked in a strategic partner, but they do have a small niche market of proprietary sec system. Expanding more to home automation would blow their business model and it's hard to see that SS has a get over the bridge business plan beyond the security system. I don't expect integrations will amount to more than being able to use alexa to arm or disarm the system. Considering apple's more extensive approval process, I do not believe SS is even starting that process. Again, I go back to the fact that SS3 was already built wickering through approvals prior to Apple's software based announcement, so SS3 would have had to include authentication chip if SS was considering HomeKit integration.
I'm not saying I would turn down an upgrade price, but how many of you are apple users and ever time apple comes out with a new phone you jump at the chance to purchase at full price the new Apple phone which cost more than the security system protecting your home and loved ones? A company hopes that they have done a good job with their products so that when they improve them you are willing to pay for the enormous R&D and manufacturing costs of producing better products. Most companies require new purchases from loyal customers to keep the business going. How many of you demanded this from your laptop company, your dishwasher, washer and dryer?
I have had my ups and downs with my SS equipment but overall I have been very happy with my experience and their customer service.
I'm not saying I would turn down an upgrade price, but how many of you are apple users and ever time apple comes out with a new phone you jump at the chance to purchase at full price the new Apple phone which cost more than the security system protecting your home and loved ones? A company hopes that they have done a good job with their products so that when they improve them you are willing to pay for the enormous R&D and manufacturing costs of producing better products. Most companies require new purchases from loyal customers to keep the business going. How many of you demanded this from your laptop company, your dishwasher, washer and dryer?
I have had my ups and downs with my SS equipment but overall I have been very happy with my experience and their customer service.
I provide IT to the largest contractor to this great country, the USA. First I hate apple products LOL. Thanks Dale finally exactly what I was thinking. all these complainers. is there actually a case where a house was broken into using the "widely known hack" ...no it was just done in a laboratory.
msticker
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kymberwilli
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biff
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xibar
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5 years ago
Finally decided to bite the bullet and purchase a system a few months ago.
Jesus am I ever sorry. Definitely not a good way to build trust with your customers.
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oswegodr
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chetgreen3
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palma450
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hazedave
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nini2428
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ravenman01
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5 years ago
With increasing competition you'd think SimpliSafe would offer their existing customers and options...that's bad management. I'll also be looking into a new system from a competitor.
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syfr
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rklives
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syfr
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mbaboon
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daletravelingucom
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5 years ago
I have had my ups and downs with my SS equipment but overall I have been very happy with my experience and their customer service.
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