Incorrect Parts Sent 7 Times and Counting

Why would you even bother (5 times no less) when you could go to your local box store and get what you need?

Understand.  Let us know when you get to the 10th wrong shipment so we can all celebrate that milestone with you! LOL

Be aware that the tape they are sending out now (whether the correct one or not) is a cheap knock off of the originally used 3M tapes.  Personally, I'd say you would be better of getting a refund and then getting what you need locally.  But that's just my methodology.

You should know, they do the same thing when people order SLIM-magnets (because they are not available for sale on the order page, they have to be requested via phone call) - reps never know what you're talking about, so they keep sending the wrong size, over and over....

And, well, they do it with other things too.  Unfortunately, the reps can't always be blamed, because they are never made aware of what product goes with what version of the system, or what a SLIM-magnet really is, etc.  That's an upper management problem.

Both the Sensor Adhesive Tapes and the Sensor Magnet Adhesive Tapes are on their order page along with all the various sensors and parts that SimpliSafe sells. They are clickable items with their own part numbers and prices. I'm not faulting the reps, it is management that I blame for not wanting to speak with their customers about issues so they can be quickly solved.

Incorrect parts sent 6 times now and counting!!!!

ronsec - Getting closer to 10 attempts. Be ready to celebrate!!!!!

I received the email below yesterday.

Of course I did not receive a call today from anyone at SimpliSafe.




Hello Chris,

Thank you for contacting SimpliSafe and sharing your concerns with us. My name is Hazel and I'm so sorry to hear that you've had extensive issues with receiving the wrong orders recently.

I'm terribly sorry that your experience so far has been poor. This feedback is extremely helpful as Customer service is something that we at SimpliSafe take very seriously. That being said, I can say with confidence that this is not representative of the service you can expect to receive from SimpliSafe. On top of that, I want to apologize for all the issues you've experienced with your orders thus far.

Based on your email, I did want to touch base with you to resolve any concerns you may be experiencing. I would like to set up a follow-up call with one of our experienced representatives so they can address your concerns right away.

I've put you on the callback scheduled for tomorrow at 12 noon EST. I hope that we are able to get in touch to address your concerns and get you the parts that you need and for all the inconvenience Iw ent ahead and applied to free months of monitoring to your account.

Please let us know if there's anything else we can do for you. If you require further assistance please do not hesitate to reply to this email or give us a call at 1-800-297-1605. We're open 7 days a week. Mon-Sun 9 AM-12 AM EST

Thanks,

Hazel
--------------------------------
SimpliSafe, Inc.
customer-support@simplisafe.com
1-800-297-1605

Personally, I'd request a refund or nearest rounded up equivalent no-charge monitoring (a month??) and get the tape locally. Yeah, I read you don't want to get it local and cut the tape but I guess if you like repeatedly banging your head on the wall instead that's your choice.

Glad I found this post. My case was new windows. I was on round 2 of only getting the sensor adhesive. Just a handful of strips thrown in a fedex envelope. Shocking they can send only one type of product when there were two distinct line items on the invoice. At least they got the total number of bags right. I was also going to order the slim magnets since the new window frames are thiner, but it doesn't sound like its worth the effort. Maybe I'll just buy some slim magnets on Amazon.

@hmmmm  I just posted in another thread my experience in relocating and re-installing my daughter's SS3 system at their 1906 built house.  I had already gone to Target and purchased a package of 3M strips, one small and one large strip. and everything worked great. Recommend you invest the 12 bucks or so and do the same.

It is like a game now to see how many times they are going to screw this up. Multiple incorrect orders, silly emails, no call backs, etc.

I received another email this morning saying someone will call me. I have never received a call in the past when I was told this so why would now be any different???



Hello Chris,

Thank you for reaching out to us. I am very sorry to hear about the recent experience that you had while trying to obtain some adhesives for your magnets.

Valued customers such as yourself calling in unable to receive help in a timely manner is very disappointing. I have arranged for one of our supervisors to give you a call as soon as possible. I also went ahead and applied a free month of monitoring to your account. Again, I apologize for any inconvenience that that this may have caused for you.

If you have any more questions, please write back to us or give us a call at 1-888-910-1215. We're open from 8 am to Midnight, EST, seven days a week.

Best Regards,

James
Email Support Representative
294 Washington Street, 9th FL
Boston, MA 02108
(1-888-910-1215)

I received a call yesterday morning from someone at SimpliSafe that said she was a supervisor. After having me explain what has been happening (I'm sure all the information/notes are on my account) with the wrong parts being sent multiple times and calls that are never returned by SimpliSafe management she finally tells me that the magnet sensor adhesive Tape is not an item they sell any longer, yet it is still on their accessories page on their web site.

She tells me that I will have to make use of the sensor adhesive tape I have received as best I can. I'm to cut them to size and double them up if needed. When I explain that I should not have to jerry-rig a incorrect part and that the sensor adhesive tape is not as strong as the sensor magnet adhesive tape she has no answer for me.

She then refunds the order. So, this is how SimpliSafe supports their products and helps the customer? You now have to figure out the solution for yourself.

She told me that SimpliSafe has opened a new facility and they will be better and faster at responding to customer needs, just don't try to order sensor magnet adhesive tape I guess.

I was told that SimpliSafe is aware of all the comments from all the frustrated customers and they will now be addressing them all.

Ya. Right.

LOL.

"This feedback is extremely helpful as Customer service is something that we at SimpliSafe take very seriously. That being said, I can say with confidence that this is not representative of the service you can expect to receive from SimpliSafe."

and...

"Valued customers such as yourself calling in unable to receive help in a timely manner is very disappointing."

More LOL's.

I know the reps are obligated to say these things, but we all know that SS as a whole isn't taking anything seriously when it comes to customer dissatisfaction.  It's kind of sad really, because eventually, it's going to hit them where it hurts.

Signalguys, really, just order online at Amazon or if you have a Walmart, Target, hardware store nearby, go get what you need.  Cutting them is pretty easy as long as you have a good pair of sharp scissors or a box cutter.  I understand it's the principle of the thing, but SS obviously doesn't care.  Let's see how long they keep these for purchase on the site, lol, if indeed they are not really for purchase anymore.

So, this is how SimpliSafe supports their products and helps the customer? You now have to figure out the solution for yourself.

I get your frustration, it's advertised. OTOH, it's just commonly-available foam tape so stop whinging and go git'er done.