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jccmdfacp's profile

Sunday, January 15th, 2023 11:30 PM

Is SimpliSafe now on the decline?

Contacted customer support today, I ordered big system earlier in year, and referred family and friends who all bought. Added a solar charger to my outdoor camera after long discussion with phone rep, who knows I live in chilly Michigan. BTW, solar charger 3x cost of battery, could have bought extra three ! Fast forward to WINTER, it's cold, and now the "trouble shooting" section says no charge below 32* F. Whaa?? OK, send me or sell me a battery... nope, none available, don't know when, and we're too busy to call you... but not too busy to send me a monthly bill. Phone rep today was horrible, lot's of very loud sighs, holds, "we can't do this or that, I don't even know where Michigan is...". Is the bloom off the SimpliSafe rose???

Accepted Solution

Advocate

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513 Messages

13 days ago

A huge chunk of the US experiences temperatures below 32F at some point during the year. I can't find any reference to the 32F lower limit outside of the support section. If this info isn't on the product page for the solar charger it should be added ASAP.

FYI, the Solar Panel support page is at https://support.simplisafe.com/categories/solar-panel/634449d7732738482a35f5ec

If I filter by Product Specification / Manuals I don't see any reference to the 32F limit. In fact the only place I see a reference to the 32F limit is in the troubleshooting section which, one might rightly assume, no one's going to look at until they've bought the product and had issues with it. 

4 Messages

@worthing​ 

Thank you! You are listed as "advocate".. are you employed by the company? Do yo suggest further contact within the company? 

Advocate

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513 Messages

@jccmdfacp I do not work for SimpliSafe or any company affiliated with SimpliSafe in any capacity. I suspect "advocate" is just a rank or title here on the forums that one gets when one makes enough posts/comments. (But I don't know that for sure.) I'm just one of the more active users here, or used to be.

I have offered my services before, for documentation review and maintenance, but they don't seem to be interested. To be fair, I can be a little pushy on these forums but I'm trying to advocate for all of us when I see stuff that is, well, dumb. :)

4 Messages

12 days ago

Thank you! A person who also looks at things logically, how refreshing! 

Community Admin

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4.1K Messages

11 days ago

Hi @jccmdfacp ,

I'm really sorry to hear about your experience. Yes, to clarify, the limitation on charging in extreme freeze is actually on the Li-Ion batteries, so that they can protect their cells from environmental damage. If you had the Outdoor Camera plugged in using the Power Adapter, the unit will still be able to stay powered that way. But the battery would not increase in charge until the temperature is back within the acceptable range.

Speaking of batteries - our fulfillment team reports that they are currently out of stock, but we'll have them available soon. But if you like, I would be happy to put you in touch with a senior agent who can work with you on a solution.

4 Messages

@davey_d​ 

Yes, by all means, set me up with a rep. My prior support calls all were reasonable, but the most recent was really bad.

Advocate

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513 Messages

@davey_d​ So just to clarify, no matter what power source one uses (solar, outdoor power cable, non-outdoor power cable, etc.) the battery will not charge if the battery temperature drops below 32F? But once the battery temperature is back above 32F it should start charging again?

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