2 Messages
Help with bad product.
Good evening,
This is my 5th attempt at getting equipment that works. I'd like to return my system as I have not been given working equipment or had that rectified after my numerous attempts.
We received another outdoor camera today that does not connect. We are also still waiting on a call regarding our indoor camera that does not work.
Your system does not meet our satisfaction and I'd again like the 60 days waived since I've been trying to work with you since we received our system in October to get it working ok, however it continues to fail.
I have filed a complaint with BBB and was told a connection would be made so I didn't have to keep talking to the God awful customer support however this was another lie from Simplisafe and no follow up has happened.
Please advise what the best way to return our system is. I will ask for a full refund for equipment. If this is not resolved by Tuesday I will proceed with a lawsuit in which I will recover equipment and the 4 months of monitoring. At this point Simplisafe is not authorized to charge me any further for monitoring.
Please provide a return label for my crappy system you sold me.
emily_s
Community Admin
•
3.4K Messages
10 months ago
Hi @teckland,
I am very sorry to hear about this experience. I've opened up a ticket with our escalated Support team on your behalf. A senior specialist will reach out to you soon to help, so keep an ear out for their call.
0
0
teckland
2 Messages
10 months ago
Hi.
This is now the 5th time I was told someone would reach out to me and no you will not. I have asked for two separate cameras to be escalated, and someone was supposed to reach out on those, nothing has happened. I have asked for legal to call me, nothing. I filed a complaint on BBB and was told I would receive a personalized contact, guess what nothing...
So no Simplisafe will not follow up and will continue to sell product that does not work. I am sharing this on the community so others are not trapped in a horrible business like I am.
1
0
randy7d44b4
2 Messages
4 months ago
I, too, had bad support from Simplisafe. I purchased a camera from a third-party. It could not be installed, even though it was new. The error message said it was affiliated with a previous account. It said the previous owner would need to remove it from their account, OR contact support for help. Support did not help, even after 30 minutes on the phone and the rep conferring with her supervisor. They offered me a tiny discount to buy a camera through them, which I declined. Not sure why they say to contact them when they know they won't do anything to help. Waste of time, and a disappointed Simplisafe customer who will talk a lot about his experience.
1
captain11
Captain
•
6.2K Messages
4 months ago
@randy7d44b4 Yes, Simplisafe can provide bad service and good service, in my case for the past 13+ years it has mostly been very good, and when bad, I have brought it to their attention and have been happy with the resolution.
That said, in the case of your camera, there is a very important, and not minor, issue in play here. The agent advised you that the camera, purchased from another private party, was already registered on their records. The obvious fly in the ointment is the security integrity of that device and protection of your and Simplisafe's. There have been posts in the past that the customer was plainly advised they had to go back to the original owner and have them contact SS to "deregister" it. (Not sure on the official term, but I think you get the idea).
If you can contact the seller and ask them to do this step, I believe your issue will be resolved. Now to Simplisafe: if this is the issue, which I believe it is, clearly and timely communicate it. If not, then provide a solution.
3