1 Message
Moving on from SimpliSafe thoughts/recs
I've been a customer since 2016 but added a second location/system last year. Unfortunately the system and the support of the system has been frustrating and time consuming from faulty door locks (completely stopped functioning when I updated the software) to the base station disconnecting from wifi with no resolution(rendering the system useless because I'm not physically present in that location to troubleshoot).
I have always liked my system, but I need something consistently reliable. My challenge is I've invested in the systems in both locations, including the somewhat useless door locks and two outdoor cameras (which are functioning despite the rest of the system being inoperable). I assume there is no way to transition to a better monitoring but continue to use some of the functioning/pricier hardware? Any advice on leaving and still using the cameras or am I better off starting over?
captain11
6.7K Messages
@CM19 When I read posts like yours I am certainly sad to see someone go through such a frustrating process, and do wonder where SS dropped the ball. Like any large companies, there are times this happens (no excuse expressed or intended) and other times they really shine. for example, I am a huge Home Depot fan, used their new Amazon like same day no charge free shipping ant its been terrific....until last night my delivery was "lost" and now waiting for a refund before I reorder.
Here I am, a customer since 2012, placed literally 42 systems to date, and only became involved with 2 of them over all of those years. (I recommend them, family, friends, coworkers, neighbors etc know if me calling SS is what it takes, I will).
My 53 piece SS3 system is like a Timex (takes a lickin' but keeps on tickin"0 and yes, some bumps in the road with the lock and 1 camera, but tech support (sometimes 2 calls with the 2nd going to a tech specialist) solved the issue at that time.
If my system in our 2 story colonial at 2600 sq ft and work reliably, yours should too. (Including my two "garage door" sensors and motion sensor that is in my unheated garage that is currently a balmy 26 degrees.
I would suggest the following before you head to the exit: instead of telling the "Loyalty Dept" you are cancelling your monitoring, you are calling them that you will do so in 30 days if your operating issues are not addressed.
SimpliSafe: Marketing and Customer relations 101: It costs far less to retain a customer than it is to get new ones. Listen. Document. Respond.
Finally, CM19, if you do leave, suggest you use anyone but ADT. Believe me, I have my reasons. Many of them.
Good luck and happy New Year.
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SimpliSafe_Jordan
Community Admin
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177 Messages
Hey @CM19 Thank you for sharing what's been going on with your system(s) as of late. I've taken the liberty to take a look at your account, and I do see some things we can do to get you back on track without you having to go to the location. If you'd allow me, I'd love to have one last chance to make things right for you. I'll send you a private message so we can go over your more sensitive account details and keep you updated on what I'll do every step of the way.
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