4 Messages
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
worthing
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.
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jccmdfacp
4 Messages
12 days ago
Thank you! A person who also looks at things logically, how refreshing!
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davey_d
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.
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