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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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2.2K Messages

6 years ago

They claim there IS encryption between the sensors and base, and keypad and sensors and keypad and base.  That has nothing to do with not sending a call if both base and keypad are smashed.  And if that is indeed the situation, than their advertised "Smashsafe" is a load of hooey.

1 Message

6 years ago

I agree 100%. It would of been nice to see SimpliSafe acknowledge loyalty. I am not looking for a trade-in but even a small discount for being a loyal customer and buying a "second system" would be great. I will be switching to another system all together now that I see SimpliSafe ignores there loyal customers. This was a missed opportunity to rally the existing customers behind the new product and show some kind of appreciation. Again, not looking for free but not even a 5 or 10 percent discount code for existing customers tells me they don't care at all for my business. Time to try another company!

5 Messages

6 years ago

Actually, if the new lighted keypad was compatible with my existing system, I would be satisfied.

I am not keen on the idea of swapping out my 30+ sensors anyway just for compatibility reasons.

It is a shame they could not design the new base unit and keypad to work with the old sensors (and just offer the new sensors  to new customers or as an upgrade option). I don't think that would have affected new sales and would have resulted in LOTS of base station/keypad upgrades IMO.

3 Messages

Totally agree with your statement.

Advocate

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2.2K Messages

6 years ago

Actually, it would probably have killed the new system.  Remember, "all signals are encrypted" now, so there is no way existing sensors could talk to the new system.  If they had duplicated the old communications in the new base along with the new encrypted signals and added function to talk with both, it would probably have at least doubled the cost, and the time to develop, test and release it.

14 Messages

6 years ago

Cannot BELIEVE that a company dedicated to the SAFETY of its customers is cutting ties with the NRA which is an organization of LAW ABIDING people who wish to exercise their RIGHTS in this country!!!! We recently bought an expanded system after a home burglary in which FIREARMS AND AMMO WAS STOLEN!!! It is beyond my capacity to understand how BLIND and STUPID people can be about this subject. The CRIMINAL who broke in to our house NOW HAS OUR WEAPONS!!!! We will soon be looking to get our service else where since we now see that SIMPLY SAFE is NOT concerned with personal safety and constitutional rights and is following the BLIND in this country. NOT SMART. This news will get around and there will be an alternative company to provide service for ALL the people who are DISGUSTED about this decision. SOMEBODY at your company had best look again at this decision and consider the consequences. Really, a company providing safety to its customers???? I have listened to your ads on the radio shows that I listen to FAITHFULLY because they speak the truth in this country. Because of your ads on these shows, we chose your service. And now this. It's a kick in the gut for us and we are SERIOUSLY DISAPPOINTED AND ANGRY that you have chosen to include your company in the list of companies who do not support the NRA. We now wish that we had spent the HUNDREDS OF DOLLARS for your system somewhere else. You can bet that we will find a company that is supportive of our constitutional rights. I will never understand why people think CRIMINALS WILL OBEY GUN LAWS!!! HOW STUPID CAN YOU BE?????

1 Message

You're an idiot.

and nice job securing your weapons inside your home....

Advocate

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2.2K Messages

6 years ago

Your options are:

1) keep the old system and continue with it indefinitely

2) order the new system and sell/donate/throw away the old system

3) Keep the old system and hope SS will come to their senses and offer a significant discount on the new system someday (as they said they would do)

4) Cancel your account, sell/donate/throw away the old system and get a new system from some other company, or do without an alarm system

5 Messages

6 years ago

I called as my 60 day return period ended 2 weeks after the new system was released and was told there's nothing they could do for me and suggested I sell my current system on my own to cover the cost of a new one. Complete joke. Will be moving on from Simplisafe.

5 Messages

6 years ago

Correction...2 weeks before the new system was released.

2 Messages

6 years ago

Simplisafe... are you listening to the loyal customers who have supported your business from the beginning?  I'm not looking for a handout or free upgrade.... but PLEASE offer us some type of discount, trade-in, or some option other than repurchasing our systems paying full price.  From all the posts here and elsewhere online, you are clearly losing some of your core customers who have been with you from the beginning.  I have already started shopping elsewhere.

2 Messages

6 years ago

Very disappointed.  Simplisafe upgraded their hardware and did not engineer it to be backwards-compatible.  And then stated they: "have no plans to stop supporting it at this time" (inference and common sense telling me that such support will eventually be stopped).  Not only does Simplisafe not have any promotional upgrade program to offer, they have no upgrade program of any kind to offer....just go ahead and start all over as a new customer and pay full price if you want the latest and greatest.  As one other poster stated, had just the keypad been backwards-compatible, I probably would have been satisfied.

I understand technology advances and I'm not expecting anything for free.  But this is no way to treat your first and most loyal customers.  Not only is it poor treatment of existing customers, but what existing customer would now feel good recommending Simplisafe to friends or family? Coupled with consistently fair-to-poor customer service and long phone-holds for support also shows me how Simplisafe regards me as an existing customer.   Poor treatment of existing customers is EXACTLY why I left my former alarm company.

6 years ago

Here is the response I got from them...I think they miss the point of wanting to upgrade.

Hi,

Thank you for reaching out to us and letting us know.

I understand that you're interested in trading in your original SimpliSafe system for our brand new system.

The new SimpliSafe system is a complete redesign of our original system and features all new components. As a result none of the new components are compatible with the old system and vice versa. Due to the fact that upgrading from the original system would involve replacing every single component we unfortunately are not offering any sort of upgrade or trade-in program at this time. We do apologize for the inconvenience.

Let us know if you have any other questions.
We are open from 9am-12am EST Seven days a week.

Best,
Leticia
customer-support@simplisafe.com
1-888-95-SIMPLI (1-888-957-4675)

1 Message

6 years ago

Fantastic! My account says I can upgrade my base station and keypad to the new system. But it's only being offered to existing customers for a limited time. So I went ahead and sent off for the upgrade, only 100 dollars if I send in my old base station and keypad. It arrived today. It's the same system I already had! Why would my account interface call this an upgrade when it's the same exact system? What a waste of time and money!

So, SimpliSafe, unlike when you released your first and second line you have a lot of competition. If existing customers have to buy a whole new system to have some of the latest tech, you're going to wind up losing them to competitors whose systems integrate with smart home technology.

While you get around to offering us this upgrade option, maybe you want to fix your account interface so that it doesn't offer people to upgrade to the system they already have!

1 Message

6 years ago

+1 on an upgrade path.

I've been pretty happy with SS for the cost but have two sensors that are almost out of range and they 'blink'. I'd love to upgrade to the longer range but probably won't do it without an incentive.

also there's a ton of people on this thread who just need to calm down. sheesh.

6 years ago

Ok, I am reading the above comments and alot of folks appear to be 'groveling' for upgrade offers.  I am not groveling...I am EXPECTING it!  As a matter of fact, I feel we should be able to return our current system in total and receive a new, upgraded system FOR FREE!  When we decided to try you out 3+ years ago, we did not expect you to totally re-vamp your system in such a short time.  Since you did, OBVIOUSLY everyone wants the newest system especially when it come to our family's security!  BUT...throwing us a bone of $100 off or whatever it may be, doesn't make me warm and fuzzy.  We should be able to return our units and receive in return you newest system.  AND we shouldn't have to wait any longer.  Get on with it!  People that have NEVER had SimplySafe now have the newest units while your long-time customers that are the reason you are still here, have the older, outdated units.  WHAT IS WRONG WITH THAT PICTURE?  IT IS TIME FOR THE LONGEST CUSTOMERS WITH SENIORITY TO BE MADE AN OFFER...A GOOD OFFER!!!  I hope you are not waiting for the older customers to give in and purchase a new unit at FULL price.  But it appears that may be what is happening.  Come on guys, do the right thing!

182 Messages

6 years ago

Please let us know when your expectations are met! LOL
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