34 Messages
It's been nice knowing you, SimpliSafe
Well, it's day #59 with my new SS system - and I made the call to return it for a full refund. I really liked the quality of the system and the sensors (and the wide variety available). However, when I originally ordered it, I was expecting to have the ability to self-monitor my system via the app on my phone. The final straw was having to purchase the interactive monitoring plan for $25/month in order to have this capability. The other thing that really bothered me is how silent SS is with their customers - especially this past year (especially from a PR, marketing and support perspective).
These are my reasons for returning it (aside from the inability to self-monitor):
- No updates on product roadmap (especially for those items that have already been announced, like the outdoor camera and Homekit integration). Heck, they didn't even have a presence at CES - and instead, sounds like they want to put all of their eggs in one basket by investing in a 30 second spot during the Super Bowl (https://simplisafe.com/forum/customer-support-forum/testimonials-reviews-and-suggestions/simplisafe-at-the-super-)
- They seem to skirt many forum questions and only provide half-baked answers (that's if they even respond). If it wasn't for some of the more active and knowledgeable members, like "captain11" and "general_KAOS", many customers would be left in the dark.
- A variety of issues seem to be cropping up recently with specific customers. Not sure if these are edge-cases or there are truly issues with certain aspects of the system.
- Bare bones forum functionality (no search, no way to receive notifications on certain posts, impossible to include images, unable to "follow" certain members, etc.). Although I do need to commend the members of the forum as you guys are quite an active and passionate community
- Lack of a comprehensive, self-serve customer resource center online (which would include a feature-rich customer forum/community, knowledge base, tips/advice, access to support, FAQs, detailed documentation, status of main systems (outages/known issues), etc.)
I'm not even sure what I'm going to replace this with (ADT is not an option). There really isn't that perfect "self-installed"/DIY system out there. They all have their pros and cons (for example: RING: bulky, limited sensors; owned by Amazon; self-serve monitoring for free; professional monitoring for $10/month; ABODE: outdated design of sensors/base; expensive add-ons; self-serve monitoring free; professional monitoring (which also uses COPS) is similar to SS options.
BTW, the return process was as easy as could be - no questions asked and return label already in my inbox. Although there was a part of me that wished they would have asked a simple question like "what made you decide to return the system?" or "what exactly did you not like?".
Farewell all!
These are my reasons for returning it (aside from the inability to self-monitor):
- No updates on product roadmap (especially for those items that have already been announced, like the outdoor camera and Homekit integration). Heck, they didn't even have a presence at CES - and instead, sounds like they want to put all of their eggs in one basket by investing in a 30 second spot during the Super Bowl (https://simplisafe.com/forum/customer-support-forum/testimonials-reviews-and-suggestions/simplisafe-at-the-super-)
- They seem to skirt many forum questions and only provide half-baked answers (that's if they even respond). If it wasn't for some of the more active and knowledgeable members, like "captain11" and "general_KAOS", many customers would be left in the dark.
- A variety of issues seem to be cropping up recently with specific customers. Not sure if these are edge-cases or there are truly issues with certain aspects of the system.
- Bare bones forum functionality (no search, no way to receive notifications on certain posts, impossible to include images, unable to "follow" certain members, etc.). Although I do need to commend the members of the forum as you guys are quite an active and passionate community
- Lack of a comprehensive, self-serve customer resource center online (which would include a feature-rich customer forum/community, knowledge base, tips/advice, access to support, FAQs, detailed documentation, status of main systems (outages/known issues), etc.)
I'm not even sure what I'm going to replace this with (ADT is not an option). There really isn't that perfect "self-installed"/DIY system out there. They all have their pros and cons (for example: RING: bulky, limited sensors; owned by Amazon; self-serve monitoring for free; professional monitoring for $10/month; ABODE: outdated design of sensors/base; expensive add-ons; self-serve monitoring free; professional monitoring (which also uses COPS) is similar to SS options.
BTW, the return process was as easy as could be - no questions asked and return label already in my inbox. Although there was a part of me that wished they would have asked a simple question like "what made you decide to return the system?" or "what exactly did you not like?".
Farewell all!
michaelfernandes
292 Messages
Maybe let us know what you decided on.
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drstevens10
34 Messages
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jloco
96 Messages
For me, it just plain works. I love the control I have from my phone with this system. It's night and day compared to the $53/month ADT system it replaced. I knew going in it was going to cost me $24.99 a month and have no problems paying the monitoring fee because COPS is that good. Every time I test my system I get a call back in seconds.
At first I called a couple of times. Once because the at&t cell module wasn't getting a signal at my location. I received a Verizon module within 3 days. Another call was because I was getting interference messages about twice a week in the first few weeks. The CS rep performed some magic on their end and I haven't had the message since.
The times I called, I got through right away. I must be lucky after reading the 'on hold' horror stories.
I'm keeping the system. The $300 a year I'm saving compared to ADT will offset the equipment cost in under a year.
I'm expecting more great features in the future from SS.. I'm holding off on the door bell until it's perfeced a bit more with proximity adjustments. So far I'm happy with the system.
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glenbarrington
217 Messages
Even though I was in a hurry and researched a lot of systems in a highly emotional state, I was aware of SimpliSafe's two levels of monitoring and what they included. I am always surprised when people say they didn't know they couldn't monitor their system from their phone for 15$ a month. I knew within the first 10 minutes of shopping around. I probably spent more money than I needed to. NO, I know I spent more money than I needed to, the return of the unneeded gear was quick and easy. Installation was very easy. I had a little trouble with the motion sensors and my cat, but I quickly sorted that out.
I personally am totally satisfied with the Simplisafe system. It is cheaper than the old guard security companies and offers a lot of features the newer security companies don't offer. Right now, I think it is in the sweet spot for features, reliability, and price.
Will that change? Sure, eventually. Competition is a good thing and no company worth using is sitting still. But my gear cost for fully outfitting my house was right around $600. Not an inconsequential amount certainly, but not so much that if I chose to change providers that I would feel trapped by my purchase.
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mrjedistud
2 Messages
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old4rd
1 Message
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michaelfernandes
292 Messages
Do a Google search on text issues with cricket and you will find all sorts of posts with possible fixes. Text issues seem to be a problem for Cricket.
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coltmaster1
2.8K Messages
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michaelfernandes
292 Messages
I personally find that I like it and find it to be relatively streamlined.
It opens and you get the screen to arm or disarm.
Slide to the left and you get your cameras.
Slide again and you get your timeline.
Click the top left and you get the menu with all your options.
A push notification comes across for an event, you click on it and it takes you right where you need to be.
I also use Arlo cameras. Their app is in my opinion no better or worse than SS. And they are always updating it to the point that some functions are there one week, gone the next, then back again. The SS app has been overall pretty stable.
My Hue app is a hot mess. The Amazon Alexa app is a mess. The Apple Home app is a mess.
So IMHO, SS app is really not that bad.
I am curious as to what features others feel are missing? Or would make it better?
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jppelec
1 Message
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coltmaster1
2.8K Messages
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drstevens10
34 Messages
- Base security kit (base station, two keypads, three contact sensors, two motion detectors, range extender). I will add that I prefer SS keypad (not as bulky and includes a screen) and contact sensors better (smaller). Definitely not a deal breaker though.
- Ring Doorbell Pro
- Outdoor Flood Light Cam
- Two chimes/wifi extenders (came bundled with the doorbell and flood light cam)
- Stick-Up cam (indoor/outdoor) that's positioned inside to watch activity around back windows/patio door
- Panic button (just announced recently)
- Smoke and CO Listener (on order)
- Free year of Protect-Plus monitoring (Costco included this with the Flood Light bundle)
I have to say, I really like the system. Especially the mobile app which includes a rich UX/UI and includes almost all key information on a single screen (including three live thumbnail images of each of my cams - and when clicked on, takes me to the live view (and a graphical timeline of recordings). It also includes a wealth of info for each device as well as the ability to customize many options. All cams are very integrated into the overall system - for example, when the alarm is triggered, all cameras begin recording (just like SS).
The cost of the system is comparable to SS. It's the cams that really push the cost up. But the quality/performance are really good - and enjoy the piece of mind of having a cam in the front yard, backyard and inside where an intruder would likely break in. I like the fact that I can define motion zones on the screen so that it only looks for motion within that area. For example, my doorbell cam is not looking for motion on the street.
I also like the fact that I can give my family access to the entire system and they each have their own passcode to arm/disarm the system.
And finally, their customer service is great (unfortunately, no forum/community - but a very comprehensive support portal (with videos): https://support.ring.com/hc/en-us), they have a very active Twitter feed and they continue to release new devices to grow their ecosystem. Soon, all Amazon Echo devices will be able to listen for specific sounds (glass break, smoke alarum, etc.) and be an extended device to the overall system (when the system is armed). It's called "Amazon Guard"
I'm glad I made the switch. I will hand it to SS - the return process was extremely hassle-free.
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captain11
6.6K Messages
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captain11
6.6K Messages
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geek4him
3 Messages
Me: Purchased the system in September or so. Honestly, I liked it just fine...but the alarm actually went off 3 times, and I was called none of those times (one of them had the alarm going off for > 5 minutes before I caught it). To me, that's a pretty big deal. After verifying that Ring had some of the same features I wanted, AND realizing it was $10/month for the same functionality Simplisafe charges $25/month for, I switched.
My father:
Purchased a Simplisafe home security system on 20 October. He opened the box once to look at the stuff, and then closed it back up and told me he'd wait for me to drive out to their house to help them install it.
Very shortly thereafter, he went into the hospital several times. To make a long story very short, we found out he had terminal cancer (lungs, brain, and stomach), and he passed away on 18 January.
On 27 February, I emailed, and my wife subsequently called, Simplisafe to see if there were any options to return the system. The 120 day period brought us up to 20 February, and since we were 7 days late, it didn't matter. We offered to send them the system so they could donate it, or buy it back at a discount, etc. We even asked if they wanted us to give it back to them for free so they could donate it to an organization or something.
Nope, not interested. "You can try selling it on FB or Craigslist," they said.
I work customer service for a living, and I totally understand the rules are there for a reason. With this being said, I'm also aware that there are occasions where issues can be elevated depending on the cirumstances, and where a small amount of assistance can pay off in free publicity. AT&T paid off their phones for this reason - in fact, they offered to; we didn't ask them to.
For these reasons, I'll likely stick with Ring, and will encourage friends and family to do the same.
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