2 Messages
Smart lock
I have been having trouble with my smartlocks for sometime now. I have replaced the smartlocks, uninstalled and reinstalled the smart locks, replaced the base station..... so on and so on. This problem has been ongoing since 2020. When talking to customer service they still act like I'm the only one having this issue. I am beyond disappointed with Simplisafe. I have been with Simplisafe for 5 years now my parents have been with them for at least 10 years. If I could get my money back from this security system I would go with a different alarm company. If they would fix this issue I would be perfectly satisfied but this has been going on for over 2 years now. They just sent me a smart lock update via email.... it has made the problem even worse.....
Official Response
davey_d
Community Admin
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5.6K Messages
2 years ago
Hi @dandblucas ,
I'm really sorry to hear about your troubles. I'm not quite sure specifically what issues you've been having with the Smart Lock - but it sounds like I should set you up with one of our senior agents to get this issue cleared out once and for all. I've set up a call, so please keep an ear out!
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captain11
Captain
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6K Messages
2 years ago
@dandblucas I'll start off with what you don't want to hear, that my, and at least six other customers ....those with doorlocks that I have personally recommended...work fine. That said, with millions of customers I know there has to be many customers that have issues with their locks. The reasons can be various, but from your post it appears you have contacted support and, unfortunately, the approach appears piecemeal. I have a friend (former coworker) that is a Sr. Network security engineer for a large tech company and had issues with his doorbell pro. He too contacted support several times, it was replaced 3 times etc. My advice to him (and now to you) is to call, speak with an agent to review the call history on your account and politely, but firmly, request a technical specialist contact you at a mutually agreeable time to discuss the situation in detail and identify the root cause and fix.
In my friend's instance, it was finally determined his chime was the issue, which he gladly replaced on his own dime and, happily, the 3rd doorbell pro worked perfectly.
Please, if you get the chance, please post your outcome here. Thanks and have a good week.
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sputnam291
1 Message
2 years ago
My app says an update is available for smartlock. When I attempt to update it says can't connect. Contacted customer support and app still says lock needs updated even though support says its updated. Confusing. Either app is not working properly or my lock isn't really updated. Who knows?
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