3 Messages
Water Sensor not responding .... no resolution for two months
I still have not received anything ... and it's still randomly not responding. And it's been nearly two months
From: Christopher Mead
Sent: Monday, June 8, 2020 1:13 AM
To: customer-support@simplisafe.mypurecloud.com; customer-support2@simplisafe.com
Subject: Re: I'm a current customer and need to reach tech support.
i have not received anything and we are still unprotected reliably.
-------
Chris says "Hi!'
________________________________________
From: Christopher Mead
Sent: Monday, May 18, 2020 11:26:40 AM
To: customer-support@simplisafe.mypurecloud.com ; customer-support2@simplisafe.com
Subject: RE: I'm a current customer and need to reach tech support.
Thanks, Hazel
• The serial number is 0007F8B3
• Water sensor number is 00304e2d
Shipping and Service address:
• Chris Mead
From: Dave from SimpliSafe
Sent: Monday, May 18, 2020 9:55 AM
To: customer-support2@simplisafe.com; Christopher Mead
Subject: Re: I'm a current customer and need to reach tech support.
Hello Chris,
Thank you for the email. My name is Hazel and I understand that one of your water sensors is still malfunctioning after basic troubleshooting steps were taken. We do apologize for the inconvenience this has caused you and we definitely want to make sure that we get your system working properly for you.
I can gladly provide you with a replacement for that malfunctioning water sensor. If you could please provide me with the preferred shipping address and the base station serial number located on the bottom of the base station, I can get started on the replacement order right away.
If you require further assistance please do not hesitate to reply to this email or give us a call at 1-800-297-1605. We're open 7 days a week. Mon-Sun 9 AM-12 AM EST
Thanks,
Hazel - Email Representative
1-(800)-297-1605
Hours: 9 AM - Midnight Eastern Time, 7 Days a Week
Positive feedback is always appreciated!
From: Christopher Mead
Sent: Monday, June 8, 2020 1:13 AM
To: customer-support@simplisafe.mypurecloud.com; customer-support2@simplisafe.com
Subject: Re: I'm a current customer and need to reach tech support.
i have not received anything and we are still unprotected reliably.
-------
Chris says "Hi!'
________________________________________
From: Christopher Mead
Sent: Monday, May 18, 2020 11:26:40 AM
To: customer-support@simplisafe.mypurecloud.com ; customer-support2@simplisafe.com
Subject: RE: I'm a current customer and need to reach tech support.
Thanks, Hazel
• The serial number is 0007F8B3
• Water sensor number is 00304e2d
Shipping and Service address:
• Chris Mead
From: Dave from SimpliSafe
Sent: Monday, May 18, 2020 9:55 AM
To: customer-support2@simplisafe.com; Christopher Mead
Subject: Re: I'm a current customer and need to reach tech support.
Hello Chris,
Thank you for the email. My name is Hazel and I understand that one of your water sensors is still malfunctioning after basic troubleshooting steps were taken. We do apologize for the inconvenience this has caused you and we definitely want to make sure that we get your system working properly for you.
I can gladly provide you with a replacement for that malfunctioning water sensor. If you could please provide me with the preferred shipping address and the base station serial number located on the bottom of the base station, I can get started on the replacement order right away.
If you require further assistance please do not hesitate to reply to this email or give us a call at 1-800-297-1605. We're open 7 days a week. Mon-Sun 9 AM-12 AM EST
Thanks,
Hazel - Email Representative
1-(800)-297-1605
Hours: 9 AM - Midnight Eastern Time, 7 Days a Week
Positive feedback is always appreciated!
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"customer-support@simplisafe.mypurecloud.com; customer-support2@simplisafe.com"
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davey_d
Community Admin
•
5.6K Messages
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Just to jump in here and clarify that those are indeed valid emails that our Support team might reach out to you with. PureCloud is the service that we use to help us manage our customer interactions. Nothing to worry about!
@tsmartin,
The previous poster is correct. You just need to replace the chip that controls communication over cell. The main circuit board, where the Base Station has all the info about the system stored, will remain in place. So all your settings will stay the same.
And as for chris_613,
Sorry about the delay! It sounds like your reply with the requested info didn't quite make it to our email team. We would definitely advise that you give us a call at 800-548-9508 to make sure that the replacement is sent out.
- Johnny M.
SimpliSafe Home Security
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coltmaster1
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