738 Messages
Has the shipping return process changed?
Let me preface this by saying that I plan on calling SimpliSafe but am curious if others have encountered my recent experience.
Once upon a time (years ago), when you sent a return to SimpliSafe, you would find a link to a tracking number in your account. I had to swap out my Base Station under warranty, and the process is presently peculiar. I went to the post office last Wednesday (2/10/2021) and handed the package to an employee. I received a receipt with a tracking number. The next night (2/11/2021), I saw that the box had not moved. The Tracking History stated, "Available for Pickup." I expected it to go out the day I mailed it.
On February 12, 2021, the status updated to:
"Picked Up by Shipping Agent
Shipping Partner: FedEx
Your item was picked up by the shipping agent at 1:33 pm on February 12, 2021."
There have not been any further updates. I presume this is because once the USPS transferred it to FedEx, FedEx generated a new tracking number. However, I have no clue what that number is as the column under "track" in my SimpliSafe account is blank.
In another bizarre twist, someone generated an order for an entire SS3 system in my account (1 √ó SimpliSafe Customer Upgrade System) with an amount but a "Canceled" status. Oddly, my return order lists as the same but with a [correct] zero balance.
Again, I will phone SimpliSafe to sort the potential issue, but I wondered if anyone else has experienced the same - is this now how returns work? I print all invoices for the documentation but certainly do not want anyone to get confused in the future. To anyone without previous knowledge, my send back looks like I canceled a new order instead of returning.
Once upon a time (years ago), when you sent a return to SimpliSafe, you would find a link to a tracking number in your account. I had to swap out my Base Station under warranty, and the process is presently peculiar. I went to the post office last Wednesday (2/10/2021) and handed the package to an employee. I received a receipt with a tracking number. The next night (2/11/2021), I saw that the box had not moved. The Tracking History stated, "Available for Pickup." I expected it to go out the day I mailed it.
On February 12, 2021, the status updated to:
"Picked Up by Shipping Agent
Shipping Partner: FedEx
Your item was picked up by the shipping agent at 1:33 pm on February 12, 2021."
There have not been any further updates. I presume this is because once the USPS transferred it to FedEx, FedEx generated a new tracking number. However, I have no clue what that number is as the column under "track" in my SimpliSafe account is blank.
In another bizarre twist, someone generated an order for an entire SS3 system in my account (1 √ó SimpliSafe Customer Upgrade System) with an amount but a "Canceled" status. Oddly, my return order lists as the same but with a [correct] zero balance.
Again, I will phone SimpliSafe to sort the potential issue, but I wondered if anyone else has experienced the same - is this now how returns work? I print all invoices for the documentation but certainly do not want anyone to get confused in the future. To anyone without previous knowledge, my send back looks like I canceled a new order instead of returning.
captain11
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lewsterr
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shiherlis
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captain11
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shiherlis
738 Messages
4 years ago
I did not receive a callback today either. At this point, if it did not make it back, I do not view it as my fault. Now, had I left the package outside for pick-up or had not gone inside the post office and directly handed it to an employee, I would have some concern.
I hope it made it back to the company, but I feel I have done enough (perhaps more than most). If the Supervisor does not call to follow-up, I am placing no more effort into the return (including emailing or phoning).
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shiherlis
738 Messages
4 years ago
At this point, I will consider the matter closed unless I receive notice of something else (i.e., an unexpected bill or statement). I was trying to do right by the company, but if it is lost or the Supervisor did not feel the situation was a priority, I will deem it as such as well. Currently, I think the time I have spent is sufficient.
I leave the ball in their court and hope that if it is a new problem for customers regarding returns, it will be no longer.
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captain11
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coltmaster1
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4 years ago
I do believe that if the PO hands a package over to Fedex, the tracking number will change (you could call the PO to confirm). And maybe that's just how SS likes it (sorry, Shiherlis, I know you give them a pass, but it seems that SS often skirts the issues for their benefit only, never the customer, and as a matter of fact, just making it more difficult and cumbersome for the customer).
That said, had the PO handled it for the full transit, you might not have been able to track it anyway, have you noticed their tracking system is virtually non-existent for the first several days after a ship date? (i.e., you buy a product online, you get a tracking number for the PO - you track it for several days, and only a day or two before delivery, you finally have movement on the package - been this way for months).
Yes, I've had strange "changes" to my account regarding an order - it will be newly created, cancelled, have a charge or cancelled out - or the tracking number doesn't match. It happens over the holidays as well, if customers order from SS, and SS doesn't get it picked up by the carrier, a new tracking number is created when customers call in to complain the package was never picked up to begin transit. Made for a lot of unhappy customers. Seems odd to me that after all these years, they still can't get a proficient order/warehouse/shipping operation going (I'm guessing to save costs, but we all know there is still that component where the right hand doesn't know what the left hand is doing!)
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