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IS ANYONE ELSE HAVING A TERRIBLE EXPERIENCE?
To anyone on the fence about purchasing SimpliSafe- DO NOT DO IT. Pick any of the other company.
I started using SimpliSafe in ~2019 at my previous residence and it was great. Since I moved ~6 months ago and got a new system it has been nothing but TERRIBLE. The software, hardware, and customer services all included in being terrible. I installed the entire system only for it to wake me up every night for a few weeks to alert me that different devices were losing connection. I called multiple times and was told to reinstall certain devices only for it to happen again. FINALLY someone told me the base system had been recalled and I needed a new one... unsure why the several people I talked to prior didn't relay this info. Still having problems with devices on the new base station, mostly cameras, and continuing to have to be on hold with customer services for hours to troubleshoot devices that they just end up having to replace.
Horrible experience. If I could just return it all and get my money back I would.
captain11
6.6K Messages
@kimlmill As of right now, all quiet on the western front for my six camera and 50+ SS3 system, but it is the one I have had since 2017. A recalled base? And 3 agents not knowing about it.
Horrible sounds just like the beginning, suggest you call support tomorrow and ask for a manager to call you back to sort this out. Please post your outcome if you get a chance.
And if not SimpliSafe, for sure, not ADT either.
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Krstevens87
17 Messages
New customer here, similar experience. Feels like they out grew themselves. Everything has been infuriatingly awful.
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simplisafe_admin
Community Admin
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1.8K Messages
@kimlmill I'm sorry to hear this, this is certainly not the experience we want you to have. What are the exact issues you are running into with your cameras and sensors? If you let me know, I can help troubleshoot with you here in the Community.
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cornholio
119 Messages
@kimlmill I've had SS at one house since 2018. Added another in 2022 at another residence. No real complaints until recently, cameras won't connect, firmware won't update, etc. Support used to be good until it was moved overseas. On top of that, prices continue to rise (I'm paying $70 for both houses), and SS being sold. So, since Black Friday is coming up and there will be many sales of competitors products, I will be looking to jump.
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timd0e21d
3 Messages
about a year or so ago was having issues like you. Support then was good and got a replacement base station. have issues now and again about base loosing internet for a few mins and it comes back without doing anything. not sure that's SS of Xfinity but ok.
today system lost wifi connection with base. Did the chat thing and followed suggestions.
Can connect wifi on app and SS webpage. Can not connect by the keypad. says wifi password no good. it is. so no system after a couple of chats. last one wanted to know if I wanted to purchase a system or add on. That's a NO. Phone number called wants to send a tex link to a chat. Another no. had this for 4 years but time to move on.
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cornholio
119 Messages
@plercara Please repost, your reply isn't showing.
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SSFrustrations
14 Messages
YES! INCREDIBLY terrible experience(s). My issue is with camera inoperability and have escalated this through channels all the way to the CEO's office. Someone named Liberte was given my account by the CEO Escalation Team, and he/she has been completely unresponsive. I've sent 5-6 emails to Liberte with no response other than "try a Wi-Fi extender." Sadly, I already have 3 extenders operating - 2 of which have been sent for free from SS to solve the never-ending issues with their camera systems. By comparison, my Ring Doorbell and newly installed Wyze cameras work FLAWLESSLY on the same Wi-Fi settings - AND they’re farther from the router/extenders than my SS cameras.
If anyone on here knows of another way to get a viable customer service response from SS, please let me know!
Also, as an FYI to any potential buyers, as noted above, out of utter frustration I purchased two Wyze floodlight cameras this week and they are 1,000% better in every way. I cannot recommend them more.
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