‎Duplicate base station serial number | SimpliSafe Support Home
 
jt26077's profile

Sunday, November 20th, 2022 1:12 AM

Duplicate base station serial number

I recently purchased a SimpliSafe home kit from Amazon a few months ago, and when we tried to set it up we got an error saying it was already in use. That seemed really strange considering the box, hardware, and all other signs indicated that hardware was 100% new. Even the little plastic tab was still inserted into the base station.

After multiple calls with customer support, I was able to learn that the hardware associated with the serial number had been active since 2017. Even more strange to me because the hardware in our possession was made in Feb. of 2022. I have photo evidence to demonstrate the serial number we have and when it was made, and we are currently in the process of contacting Amazon to see if they can send a replacement, but I wanted to get feedback from the community or company as to how this can happen. Is SimpliSafe accidentally recycling serial numbers? Was this just incredibly bad luck?

any guidance or insight here is appreciated.

Community Admin

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70 Messages

1 year ago

Hi @jt26077!

 

We'd like a Senior Specialist to investigate this further and get your system working properly. You should not need a replacement system. Our specialist team will be reaching out with next steps on getting this resolved. Thanks! 

2 Messages

@harriet_c​ 

Thanks Harriet, I have received an email to pursue the issue further and have provided them with more info regarding the base stations

thanks for your help!

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