‎Can we get a Simplisafe e-mail contact for non-urgent support issues? | SimpliSafe Support Home
 
charpatton's profile

Tuesday, November 7th, 2023 3:30 PM

Can we get a Simplisafe e-mail contact for non-urgent support issues?

Phone service often involves holding for a long time. Chat service is unavailable (it's 10:30 AM EST now on Tuesday):

Thanks!

Captain

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6.1K Messages

1 year ago

@charpatton SS support really doesn't use emails at this time but relies on the community boards, chat and phone calls. There is no email addresses that I know of that are inbound for day to day support.

Community Admin

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3.4K Messages

1 year ago

@charpatton Currently we do not have an email address for support cases. If you ever have a question and you do not want to call in or chat with our agents, we can always help you here in the Community!

1 Message

Hello my name is Virgil I am having problems with my outdoor cameras I purchased from SimplySafe recording images in my driveway. I spoke with a manager by the name of Cee Jay or simply C J he was unable to resolve this matter in a manner which was acceptable to me. I had someone in my driveway the other night tampering with my vehicle fortunately one of my neighbors happened to come outside and ran this individual off. I looked through my camera recordings only to find out the camera did not record this incident. I contacted SimplySafe and made them aware of this situation and inquired as to what would happen if the OnTech technicians were not able to correct this problem. If this matter existed after my sixty day warranty would I be responsible for the charges for having a OnTech technician come out until this matter was corrected. OnTech said it was SimplySafe’s decision and SimplySafe said because the technicians worked for OnTech it was OnTech’s decision. I said if the matter can not be resolved the equipment must be defective. At this point Ontech’s manager C J said he would send out new cameras but I would be responsible for paying Ontech’s service fee of $150 for the first hour and $124 for every hour after that. C J went on to say I could call OnTech and they would walk me through installation in order to avoid the fees. I then told C J security camera installation is not my area of expertise I am a Dispatcher for a logistics company. I went on to say I had paid for (in their words) the expert installation and was not going to pay a second installation fee to have the replacement cameras installed. At this point I asked C J for the information to reach out to SimplySafe’s corporate office he refused to give it to me so I Googled it. This is the email information I came up with and I am reaching out to whoever this reaches in the hopes someone will contact me and assist with in resolving this matter. My name is [edited] I can be reached at [edited] or feel free to reply to this email or send me a response to [edited]. I would  like the opportunity to discuss this matter in detail with a person in the hopes of resolving this matter. Please reach out to me by phone or via email.


One last area of concern I have call blocker on my phone if it does not recognize your number it will block it. Please send contact number via email and I will lock it in my phone so it will be recognized by my AllState call blocker system.

Respectfully

[name]

(edited)

Community Admin

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3.4K Messages

@outlawv11​ I first want to let you know that I have edited your comment to remove any personal information. The Community is a public space, and we want to protect all of our users. 

I've gone ahead and escalated your case to our Specialist team. A senior agent will contact you via email soon to assist you with your cameras, so keep an eye out for their communication!

17 Messages

1 year ago

Thanks. E-mail would be nice when chat is out as above and phone waits are long, but I realize that you all have limited resources. Knowing that SS reps read and respond to Community posts is good to know!

6 Messages

10 months ago

I agree with this suggestion. It seems odd to me for the company not have a support email with case numbers or trouble tickets and such, as essentially most other services I use these days. If you can't use the phone or live chat, you have to share your issue publicly with everyone. 

That said, I appreciate the quick response from staff when issues are posted here. 

Captain

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6.1K Messages

8 months ago

I can see why SS has opted to eliminate the email option in the name of efficiency, cost reduction, and timelinss. Of the options available, phone and chat both offer time and response advantages, as email exchanges are slower and both sides of the conversation have to wait longer for missing information, questions asked and answered, etc. 

What is missing, more importantly, in my opinion, is online, live-hosted SS webinars on featured topics where customers can ask questions and have SS associates answer in real-time. (Yes, SS, that dead horse is still taking a beating)

1 Message

6 months ago

LIVE CHAT IS NEVER AVAILABLE!

Captain

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6.1K Messages

@dcorrero​ Live Chat, at least from what I can see, is always available during their posted open times. I again stand by by post above, hosted webinars are a much hgiher priority. B TW, is there anything  you need assisatnce with?

(edited)

2 Messages

1 day ago

Daylight savings caused alarm to go off 1 hour latter before midnight today per my timeline and automations

2 Messages

1 day ago

And the charge on your cameras is really uncompetitive and the set up is more complicated than it should be

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