Unfortunately, you're going to have to keep calling until someone gets the new water sensor shipped. Don't rely on emails, call them (try pressing #1 for sales, you might get someone on the phone quicker) - be sure to get a tracking number before you get off the phone, if possible. Stay on them!
I called, it's a security breach on SimpliSafe's part. I'm pretty pissed. They are sending me a whole new system but I'm not sure I will go with them anymore.
Wow I just noticed I had an email from the same address! I just reached out to customer service as well.... I had responded to the email with my base serial # because they said I may need a new cell module... Did you have to replace your base station only or did you have to replace every single sensor?
@redlinese-r
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.
@tsmartin, you don't have to replace your base station or any of your sensors - you only have to open up the base station and take out the old module and replace it with the new module they send you - instructions should be sent with your new module, and if not, instructional video here: https://support.simplisafe.com/hc/en-us/articles/360040117851-4G-Wireless-Module-Upgrade-for-the-All-New-SimpliSafe
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coltmaster1
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"customer-support@simplisafe.mypurecloud.com; customer-support2@simplisafe.com"
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davey_d
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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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