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Wednesday, January 10th, 2018 8:33 PM

Upgrade Program for Loyal Customer

Simplisafe,

First of all, your customer service is terrible.  I waited for over 30 minutes before getting a customer service on the phone.

Second, I would like to upgrade my old system to the latest system. But unfortunately Simplisafe does not have an loyal customer upgrade program as of yet.

I hope that Simplisafe will offer an upgrade program soon for existing customers.

My old system still works but it would be nice to upgrade and get better features like lighted keypad, etc.

Hope to hear from Simplisafe soon regarding to loyal customer upgrade program.

cheers!

Advocate

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2.8K Messages

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10 Points

6 years ago

They're not responding to my email either, but don't fear, we're not alone, lol.

3 Messages

6 years ago

They didn't respond to my email either. The funny thing is they replied saying my email will be answer within 24 hours.... Hello.... It's been many 24 hours already. Still waiting here

5 Messages

6 years ago

Shame the new base system and lighted keypad won't work with the old sensors, peripherals, etc.! Looks like the only thing that did not change is the crappy smoke detectors (only component I have had fail repeatedly).

The lack of a lighted keypad has been a major pain - in fact I was surprised when I got mine that it was not backlit.

While I don't "expect" an trade-up offer, it would be nice, and if reasonable, I would take advantage of it (I have nearly $1,000 in my system currently). On the other hand, if I am soon faced with having to replace my entire system (as this upgrade would require), then it only makes sense to see what the competition has to offer at the time.

The real money is in the subscription service over time and the equipment locks you in to a provider. In the case of my DirecTV subscription, they allow me a free upgrade to the latest equipment every 24 months, because they want to keep me as a subscriber - in my case they have received that monthly fee every month for over 20 years so far as a result. Win-Win since their cost on the equipment is very little in comparison..

29 Messages

6 years ago

out of curiosity when will the old system be obsolete or no long supported (if any)?

Or how much longer can I still use my old system until I have enough money saved for new system :)

72 Messages

6 years ago

^^^ That's a good question. There has not been much info from SS other than they will keep selling the old system and parts. My SS2 system still has 2.5 years left on the warranty so I'm hoping they at least have parts that long since I can't afford to just throw my 5 month old system in the trash and buy the new one. Not sure what will happen when their inventory starts running out on sensors and parts etc. Would they really start manufacturing more sensors 2-3 years from now if their inventory is gone? Guess we will find out.

65 Messages

6 years ago

@ajp39......based on my personal experience with 2 systems, chances are you will never be looking for replacement components. If you ever do there will certainly be a huge surplus of spare parts on eBay. Not a "techie", but guessing that eventually it will no longer be viable for Simplisafe to maintain the infrastructure necessary to support two different type systems at which point there will be incentives to upgrade. Be a while before that happens I would guess.

1.2K Messages

6 years ago

SS will stop production eventually, but not any time soon.  They are still selling the other system and they will have to supply parts at least until the last warranty runs out once they stop selling them.  You guys will have access to them for years I'm guessing.


Speaking of missing members, what ever happened to that guy that was always attacking SS but didnt even own one?  Cant think of his name.  He was always screaming for visual verification.  Had some interesting debates with that guy.  Guess he finally moved on.

1 Message

6 years ago

I just bought 8 new sensors (motion, glass) about a month ago. I should return these for the 60 day guarantee. I don't know why SS did not mention their new equipment availability, I would have definitely upgraded to the new system instead. Very frustrating and I truly hope they consider some sort of discount to current original equipment owners. I sent an email to SS on this subject about 4 days ago and no reply from them yet. Not impressed with SS Customer Service. Oh, at least we always have other options for our home safety needs.

434 Messages

6 years ago

Who here was around for the SS1 to SS2 transition? How that was performed (timing, incentive to upgrade) MIGHT paint a likely coarse for this time around.
I had the simplisafe 1 and when they released the simplisafe 2 they notified me and offered an upgrade discount, which I took advantage of. I was very shocked when i learned of the new system through a tv commercial and was never contacted by simplisafe to upgrade to simplisafe 3. In fact i have yet to see any option on the website offering a discount to upgrade to simplisafe 3. They should offer a option to create a new system order for simplisafe 3 and check a box for discount in return for sending back your simplisafe 2 system. Then allowing you to print a label to send it back. Would be very simple and smooth transaction yet have not seen anything offered. Its a shame.

Advocate

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2.2K Messages

6 years ago

@dp, yes, I remember him too, but not his name.  He finally decided to go with another solution.

Captain

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5.7K Messages

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130 Points

His handle wsa BGL555 or something like that.

43 Messages

6 years ago

Re: many things

* Lighted keypad. Not likely if you don't have a power source for the keypad. Batteries won't last long with a keypad that's lit all the time.

* Comparison with cell phone:  A security system isn't  a consumable like a cell phone, nor should it wear out like a car. You can continue to make money on it by throwing new features into it (if the system is field programmable--- which SS2 wasn't) or thru the monitoring and services.  

* Other systems: Lyric is interesting but Abode looks the most flexible and most highly integrate-able. I may well go that way.

* Customer service: It's your job...do it, don't sacrifice Jani every 2-3 days and call it done.

Captain

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5.7K Messages

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130 Points

6 years ago

@WS729, if you search the forums www.simplisafe.com/search you can read it for yourself, but my memory cliff note version was there was a set, lower price for existing SS1 customers.  Due to my persistence (bothering) the Ops mgr at the time, SS was kind enough to extend to me that upgrade price.  Unit shipped in April 2012.

1.2K Messages

6 years ago

SS Customer support sucks, we get it, let the dead horse rest in peace! lol

As far as upgrades tho come on!  You guys sound like little kids on christmas.  But mommy, last year you bought me a playstation 4000.. i don't want more games for that one anymore I want playstation 5000!   But little johnny its expensive and your old one is working just fine.  But mommy, some of my friends have the new one this is no fair!  Can't you call Sony and ask them for a big fat discount?  Ok little Johnny Im gonna do that for you and Im sure it will work.  If it doesnt we will throw away your Play Station and buy an Xbox!  That'll teach em!

43 Messages

6 years ago

The funny thing about upgrades...is that they apparently DO and DONT offer them.

I suspect that if you raise holy hell enough on the SALES line (don't bother with the support option) you may very well get an upgrade path.

There's a huge difference between phasing out a system, offering the old  at a discount as "a new system is coming with features you may or may not need"  and selling off old inventory to unsuspecting customers and expect them to swallow it without complaint.

1.2K Messages

6 years ago

Yes, except SS has not called the old system old or said anything about it phasing out.  This is coming from you guys.  I can still log into my account and order the old system right now.  

SS is not reinventing the wheel here.  You can walk into any car dealer and get last years inventory at a discount.  Doesnt mean the car sucks or it wont last or it has no warranty.  It just has last years features.

2 Messages

Well that analogy would work if the old car model had a serious flaw.  The thing that makes the ss3 incompatible is what solves said flaw in the older versions

Especially since ss was so cagey about the fixed version timeframe (aka now known as the ss3) for years would be nice to have a trade in discount to let people recoup some of their sunk capex to get the fixed version.
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