Customer Service

I had a similar situation when I bought my system(s) about 13 months ago.  I order a SS2 system and as it was on the way, SS offered more pieces.  Got the same answer about shipping back the first system which I hadn't even received at that point.  I had the return label before the first system arrived.  Taped the return label on the box when it arrived and shipped it back.  Got a credit on the card within 10 days of shipping the system back.  About 20 days later, SS3 was released.  Another call for a return label was answered with a label in my email folder before I hung up the phone.  Again, a quick credit on my card.  My timing was good on the first purchase, so I got the refund in the same billing cycle as the purchase, so I didn't "pay" anything for the system.

@tillysl, having a call center to manage for many years with a medical device company, I clearly understand why Simplisafe asked you to return the system and place a new order.  Their agents, computer systems etc. are set up to handle a large number of transactions a certain way. To deviate can and do create havoc.

Even Costco, a large, recognized consumer company known for mostly good service, has their policies.  Example: Book a rental car; great prices, national companies, 2nd driver thrown in for free etc.  Want to change your pick up time from Feb 1st, 9am to 9:15? Costco wants you to book a new reservation and when done, then cancel your old one.

Sound familiar?

Be glad that SS will allow you to cancel your system in the first place, for 60 days, no questions asked.  Yes, they can make it more convenient but sometimes its just too hard.

I would say be thankful that they constantly have deals, and have a 60 day return policy.  Constantly having to deal with customers wanting this and that outside of their standard policies would create more overhead and cost.  That cost would then have to be handed down to the customers, and you'd see less deals and sales.

Why does my connection go down for no reason....nothing wrong with my Hitron dual band router....plenty of signal strength....upload and dlownload speeds highly acceptable.

@jlholmes2010 - you're better off starting a new discussion vs. piggybacking on another discussion with a different subject/topic.