‎Returns | SimpliSafe Support Home
 
cgehret1218's profile

Monday, April 24th, 2023 7:46 PM

Returns

They still have not improved with their returns. I returned a Pro doorbell about 2 weeks ago and have been on the phone 3 times with 3 different people to try and get a refund. Apparently, they have all "processed my return" after checking that the doorbell was at the warehouse 3 different times. I called today and asked for a supervisor to please fix this, if they can't fix it then I want to return my entire system. 

How can you possibly trust a company with your family's safety that cannot process a simple return, that doesn't even make sense. 

What a shame.

This post was created from this comment on different post

Community Admin

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5.5K Messages

1 year ago

Hi @cgehret1218

So sorry to hear about your experience. Looking into your account, I do see that we've been able to confirm the return, but there seems to be a complication related to your method of payment. Our agents did attempt to process the refund, but the system issue prevent it from going through.

You mentioned that you've already requested a callback from a senior agent. But I've gone ahead and put in a ticket as well, and a specialist should be reaching out soon to get this resolved.

(edited)

1 Message

5 months ago

I bought additions to my system in September 2023 and cannot find anyone who can  install for me. I am disabled and on a fixed income and want to see if I can return the items. Also the outdoor camera is always needing charged,  Not sure the battery is actually a good one. Can that be replaced?

Community Admin

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2.9K Messages

@mlross1211​ We do work with local installers through OnTech who can help install your SimpliSafe devices for you. If you visit this article in our Help Center, we talk a little more about the process and provide a link where you can schedule an installation with them.

Regarding the Outdoor Camera, how many motion events does it get a day? If it records more than 20 events a day, that could cause its battery to deplete. In that case, I would recommend changing some of the camera's settings - like changing the motion detection to People Only and setting up Activity Zones in areas where you don't want the camera to record. This Help Center article lists out additional battery-saving tips, and provides steps for updating the camera's settings.

However, if you do not get that many motion events a day, there could be an issue with the battery or the camera itself. In that case, I would contact our Support team and they will be able to help further.

1 Message

2 months ago

I need to exchange a defective sensor. I can't find any information on this entire website on how to go about that. Any ideas ?

Community Admin

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2.9K Messages

@jasal37r​ If you reach out to our Support team, they can assist you with this.

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