I had been happy with my original SS system for several years and then was told I could not add cameras, doorbell feature etc unless I upgraded to a newer system, I did that and now have had to call customer service almost every day for the last few weeks with one problem after another. they have been very helpful and patient, but it is frustrating and worrisome. wish I had not upgraded. sigh.
1 year ago
I'm very sorry about this experience. The latest-gen system was rebuilt from the ground up to be significantly improved across the board. The upgrade experience should have been part of that!
I did want to let you know that we've got a specialist on the case, and if they haven't reached out already to get this resolved for you, they will soon.
1 year ago
I am now on my 4th SimpliSafe 'smart' lock and I have the same issue. It constantly says the lock is not responding, despite the fact that it actually works fine. Many times I've called regarding the issue and the best case scenario is they send a new lock and then it continues to sporadically do the same thing. Worst case scenario, they suggest I should just reset the lock and it will be fine. BEWARE: yesterday the lock completely failed and would not open my door at all. I had to call a locksmith to get into my house. I had already cancelled the SimpliSafe service because it seemed insane to pay a few hundred dollars a year for a product that works so poorly. The rep I spoke to told me they would reimburse the cost of the locksmith based on my long history of lock failures. Today I call back as advised to submit my invoice for reimbursement, and after 25 mins on hold waiting for the person to authorize the reimbursement who is not available, I'm told that this is something they do not do... then what was I on hold for? SimpliSafe smart locks are absolutely trash and the company isn't much better. The idea of being able to click open and closed the door and simultaneously alarm/ disarm the system is great. Too bad the product is incredibly flawed.