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hoplawvia's profile

Thursday, August 18th, 2022 5:32 PM

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When Terms of Service are updated, send out highlights of changes

Received email saying terms of service has been updated. Included was a link to the new TOS agreement. It’s pages long and written by lawyers. Here’s the idea. Include a list of the changes only. Unless you’re hope is that something goes unnoticed by the majority or subscribers.

Captain

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5.9K Messages

2 years ago

@hoplawvia I read your post and thought "Duh, I didn't I think of that!"  Great suggestion and one that follows Simplisafe's corporate charter to do things "simpli".   As far as the TOS update, after 10+ years I trust Simplisafe based on many interactions. In even some instances, in the spirit of fairness, even advocated for SS not to do things that were beyond reasonable for customer needs...and yes, I do call SS out for when they don't go far enough.

SS, how about it hoplawvia's suggestion? Pass it by the legal folks and see if they will let you do it....very much unlike ADT..the evil empire.....

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Community Admin

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242 Messages

2 years ago

Thanks for the suggestion @hoplawvia. I can certainly share this with the teams internally, should they need to update the TOS in the future.

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Captain

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5.9K Messages

@alexandria_c​ Why wait for the future? A highschool student could do a markup of the current TOS and post it during a single study hall. No reason to wait for the future, can you please request it now and post your legal dept's reply here? C'mon, don't pull an ADT. Make it simple for customers!

Advocate

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728 Messages

2 years ago

I received an email today (Friday, August 19, 2022) with a brief rundown of notable updates. I want to read everything, but it is too time consuming at the moment. I am always suspicious of changes in this area but have found there is nothing one can do as a consumer. “If you continue to use our service, you must accept the new TOS.” I have never witnessed a new TOS allowing users to opt-out and utilize the service.

I agree with Captain’s view; I trust SimpliSafe enough to do what is appropriate for their customers (but that does not mean I will not eventually read the updated terms of service and terms of sale to confirm my opinion).

The one item that stood out was the following:

  • New Hardware Warranty Protections - We’ve updated our hardware warranties in a big way. All SimpliSafe hardware purchased from SimpliSafe or one of our authorized retailers come with our one year limited warranty, whether new or refurbished, and we may offer refunds or credits on return requests where needed. Additional or supplemental hardware warranties may also be available from your retailer.

I have been a customer for nearly a decade, and I suppose I have been wrong in thinking there was a standard three-year warranty. On the other hand, SimpliSafe has always been incredibly gracious in handling hardware that develops issues. Still, I hope it never comes down to a company attitude of, “well, it no longer works; you have to buy a new sensor, Keypad, Base Station, etc.” While I do not expect free replacements ten years later, I have had issues that do not stem from old equipment but unknown problems. Therefore, I believe those components to be replaced and not repurchased.

Additionally, three years go quickly (I am past that on my SS3 system by a year and a half), and I do not subscribe to Interactive Monitoring. I do not mind adding components, but I do not wish to replace them before a new generation release.

Captain

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5.9K Messages

@shiherlis​ Nice post, and I have downloaded the new TOS. Next time its updated, will use the good old "Compare" tool in MS office and post the differences myself, that is, unless SS does it for us. Literally a minute exercise and cannot think of a single good reason why SS wouldn't do it. As for ADT, they definitely wouldn't do it as it would assist their customers. :-)  And, now have the following in Word:

Terms of Sale

Terms of Use

Terms of Service

Yes, there are more (example: privacy) but the above are the most important to me, and I am sure others will be of a different mind. When they are updated, now prepared to easily see the differences. Again, Simplisafe has never, ever been more than transparent and straightfoward, as opposed to my "friends" at ADT. :-)

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Community Admin

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242 Messages

Hi @shiherlis​,

As of Jan. 17, 2022, all products sold have a 1-year limited hardware warranty. Subscribers of Interactive Monitoring Plans receive a Limited Lifetime Warranty so long as their subscription remains active. For a breakdown of our warranty, and the extended warranty for different monitoring plan tiers, see here

Advocate

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728 Messages

@alexandria_c​ 

Thank you for the link, but my focus was SimpliSafe implementing a change in warranty duration. For example, was the warranty previously three years, and did it change to one on January 17, 2022? The difference is where things get into the realm of other companies. I had no idea the warranty had changed. The longer of the two was my understanding, and I see from the link you provided the following:

 

Loyal customers who purchased SimpliSafe systems before January 17, 2022, will continue with their original limited hardware warranty.

 

As a customer for nearly ten years, I have no plans to upgrade to Interactive Monitoring. I am sorry, I know the benefits, but Standard works fine for me. It is not an issue of price. SimpliSafe has always been great (more than great) about warranties. I hope that remains.

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Community Admin

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242 Messages

@shiherlis​ Understood. I can make sure that this feedback is shared with our teams internally, to ensure that we continue to provide clarity around any TOS changes in the future.

On the Standard Monitoring plan, you will still have your 3-year warranty for products. This is broken down as a 1-year warranty that comes with the product, and an additional 2-year warranty on top of that for being a subscriber. 

Captain

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5.9K Messages

@alexandria_c​ Any update on my request for SS to post a marked up copy of changes for the lastest round of changes? Now that I have download copies of the documents I listed earlier in this thread, I can do that in minutes next time around if SS doesn't have the time or resources...or resolve....to do it on their own. :-)

Having worked for a medical device company for many, many years the complexity of these type of documents and understanding changes is like trying to control weeds in your gargen with a nail file. True tansparency for the benefit of your customers is not that hard to do. Go beyond what is "legally" or "regulatory" required and make it "simple". Unlike ADT. SS, you get the idea.

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