2 Messages
Vastly inferior product in the upgrade
I'm going to post this experience in several review engines, but for anyone considering upgrading their older system - my advice is not to do it. When I first bought in to Simplisafe 7 years ago the quality of the devices was solid and the installation procedures were straightforward. I decided to update my system to the lastest equipment recently, and I am not happy with the low quality of the materials, the problems with installation, and with tech support. The materials have gone to low-grade plastic, the installation does not always go along the lines of the documentation and the tech support barely speaks English. I am a very IT savvy person who has installed systems before, and I had to literally hang up on tech support and finish the initial installation myself. I needed two more entry sensors and got them in today. Installed them and one already shows low battery alert right out of the box. Called tech support and barely was able to communicate with them. I will never upgrade this system again, and probably throw it away when the time comes. I was a very happy customer with the first system, but they have sacrificed quality as they have grown, and outsourced their tech support to the cheapest sub contractor.
davey_d
Community Admin
•
5.7K Messages
2 months ago
Hi @rjlaws ,
We sincerely thank you for your feedback. Please rest assured, we're taking your concerns very seriously and I will make sure that they're reaching the right ears.
The comment on "the installation does not always go along the lines of the documentation" particularly catches my eye, as that would be my department. While there may be slight differences in how we interpret the steps in-app versus the Help Center, the processes should be pretty much the same. We would be very interested to hear more details about your experience in that piece.
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