It's been a long time since I was exchanging emails with a small security company that started in the kitchen of its founder about a faulty antennae on my brand new (at the time) SS2 beta system. No connection no matter what I did, I received a new board the next day, FedEx overnight, installed it in and "success". Worked like a Timex. (For those of you that have no clue what I meant by that, ask your AI agent.)

Roll the clock forward 14 years and I am still a SimpliSafe customer and over the holiday weekend installed my 38th recommended system. Many I know very well their current status (family, neighbors) and to get more of a sample I reached out to a dozen more to see how their systems were performing. The reply "Fine, why do you ask?"

The why is I see postings from fellow customers how, for various reasons, they are having issues with their systems, some described as nightmares, disasters etc. I always wonder what went south for them, especially due to my personal experiences and that the "small" security company I started with in 2012 now has millions of customers.

Don't misread my post: SimpliSafe does get some things wrong, like their infamous "Loyalty Dept" and their insistence not to provide click to cancel. (Yeah, I want an opt-in that my monitoring can't be canceled unless I call in an provide a nice long verification number but many don't share that opinion.)

In my book SimpliSafe continues to offer the best overall value and most effective security solution available. But me being originally from the NY metro area, SS, what have you done for me lately? Continuous Improvement is not a slogan. CI is something you have to live.

Here is an idea that I have repeated many times: Initiate click to cancel for those that want it, and rededicate the current "Loyalty Dept" associates to a specialized customer support unit. If you see a post that a customer is having a "nightmare" experience, target it and address it.

No company or person is 100% but there is no reason why not to try and get there, or as close as you can.

To end, where are the garage door sensors, zone sirens, digital doorbell, water cutoff valve....you get the idea.

Original System Gone Missing

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