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pv3hpv3p's profile

Tuesday, August 9th, 2022 3:37 PM

Why is simplisafe's customer service so horrendous?

I have had the most awful experience with simplisafe monitoring and customer service.what happened?been a customer for years and never had such terrible service.

Official Response

Community Admin


5.3K Messages

2 years ago

Hi @pv3hpv3p ,

That is certainly not the experience that we want you to have! I'll be sure to let our Support team leadership know about your experience. We're always working to improve.

In the meantime, if there's anything that remains unresolved, please let us know here. I'll be glad to help.

9 Messages

1 year ago

I too have had a very negative experience with customer service and with SimpliSafe in general. I’ve had the system for only a few weeks and have had issues from faulty sensors to dead batteries. Each time customer service has made it difficult by sending me wrong replacement parts, asking me to pay for shipping them (which I refused), and other things. The language barrier with  customer service agents is a major problem and to blame for most of the problems. In general the experience so far has been bad. 

4 Messages


Agreed. I am new to Simplisafe. I like the system, but the customer service seems lacking. (I switched from Frontpoint)

1 Message

7 months ago

Been a customer since June 2022 and everything was great... but something has changed for the worst.  The inability to communicate effectively with customer service has become a problem.  When I first began service, anytime I contacted customer service it appeared to be a US based person who could be easily understood.  No longer the case!  While very friendly, there is now a barrier and if and when a real problem is to arise I lack confidence, under extreme stress that help will be sufficient.  Secondly, I've had a persistent issue with one of my indoor cameras since receiving...and was sent a replacement, only to find it is a refurbished unit!!  I don't want to replace a defective unit with another person's prior defect unit.  First day, this unit also is not working correctly.  Called back and told they would send new unit.  I pay the top monitoring plan but plan to change soon if these are not correct soon...or will terminate service all together.  I don't mind playing more for quality and preace of mind!!  PLEASE FIX YOUR ISSUES IMMEDIATELY!!!

1 Message

10 days ago

Completely agree!!!  They are HORRIBLE & I’m left scratching my head!!  If all current customers leave, what are you left with? 🤷‍♀️

Where did the wonderful Simplisafe go that actually appreciated their customers, rather that ONLY caring about new sales? 

I’m ready to leave for a company that appreciates loyalty!  So incredibly disappointed! 

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