‎Delivery Experience: One Star of Five | SimpliSafe Help Center
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PanCraft's profile

Wednesday, November 30th, 2022 1:07 AM

Delivery Experience: One Star of Five

I am considering SimpliSafe to add a layer of security to a property where I have six ground-level windows and three levels. The delivery was supposed to be the first impression, which was inadequate in this case. 

I ordered the system on Nov. 28; of course, it should be delivered later than today, as their delivery timeframe is 7-10 business days, which is fine. 

However, when I went to my account/Dashboard today, I saw this:

The problem is not that the package is not delivered yet; I was not expecting it to be so fast. The problem is that the SS dashboard reports that it has been delivered, providing false data to the customer. When I called support, they offered me a replacement (!) at first. It took about 10 minutes for them to understand that the issue was not the missed package but the incorrect data in the account. Then I was transferred to another representative; he told me the parcel still needed to be dispatched, just as it was supposed to be. Then he added that it will be shipped by FedEx. However, the SS' own tracking page indicates that the carrier is USPS and there is a tracking number already:
So we have a wrong delivery status, wrong tracking number, and wrong carrier at the same time.
I comprehend that SS is playing on the bottom level of the market, but such an experience is far from any service standards for any segment. That makes the customer think that if they cannot build a proper IT infrastructure to handle the fulfillment, how can they monitor the customer's security? 
For the records: it's not about the late or long delivery. It's about the security company account that displays the false data. 

Accepted Solution

Community Admin

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207 Messages

2 months ago

Hello @PanCraft, welcome to the community.

It appears that there is an app issue with displaying tracking information occurring for you. We do use a third-party platform for tracking our shipments, and it appears to be configured incorrectly. I am going to report this to our dev team immediately to ensure that the issue is resolved as quickly as possible. 

Please let me know if you have any other questions, or need further assistance. I'd be more than happy to help you out.

2 Messages

@alexandria_c​ Thank you very much for the follow up. As for today,  11/30/2022, my account page still indicates that the package is delivered with an incorrect tracking number -- maybe it could help you troubleshoot the issue. Thank you. 

Community Admin

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207 Messages

@PanCraft​ Thanks for that. I have reached out to our teams internally, who are working to resolve the bug.

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