Upgrade Path Leaves a Lot to be Desired
There really is no proper upgrade path if you have a legacy system. I purchased the upgraded base station and simply wanted to transfer my monitoring to the new base station and new sensors. However, I was planning on using the legacy system without monitoring to monitor other parts of my property.
The first time I called Simplisafe, the customer service rep was helpful and cheerful and she helped me get the new base station added. That was fine, but my old system sort of disappeared. While I was trying to figure out how to control the old system, I somehow managed to get signed up for a monitoring plan for BOTH systems - this was not what I wanted.
The second call to Simplisafe landed me in MEXICO - yeah, you know what comes next. Someone that doesn't speak or understand English properly. After answering a bunch of what turned out to be, unnecessary questions, I was transferred to a somewhat surly person in customer accounts. After re-explaining everything again, she disconnected the monitoring on the legacy system, which has now become a BRICK. That's right - whatever she did, I cannot use it as a standalone, which to the best of my knowledge was supposed to be possible with Simplisafe. I don't have the time or energy to contact these people again - God only knows whether I'll get proper support. This has become all too common with "service" companies in the U.S., and Simplisafe is the latest casualty.
When I first got the legacy system, it was easy to setup and intuitive. Now it has been dumbed down to the level of a third grader, providing you NEVER had a system. If you are familiar with the system and are trying to upgrade equipment, it is not going to be straight-forward. If Simplisafe wants customers to buy new upgraded equipment, then there should be a separate upgrade path for existing customers to follow. The gen 3 system has been out for a while, so there really is no excuse for this.