IS ANYONE ELSE HAVING A TERRIBLE EXPERIENCE?

@kimlmill As of right now, all quiet on the western front for my six camera and 50+ SS3 system, but it is the one I have had since 2017.  A recalled base? And 3 agents not knowing about it.

Horrible sounds just like the beginning, suggest you call support tomorrow and ask for a manager to call you back to sort this out. Please post your outcome if you get a chance.

And if not SimpliSafe, for sure, not ADT either.

New customer here, similar experience. Feels like they out grew themselves. Everything has been infuriatingly awful. 

@kimlmill I'm sorry to hear this, this is certainly not the experience we want you to have. What are the exact issues you are running into with your cameras and sensors? If you let me know, I can help troubleshoot with you here in the Community.

@kimlmill  I've had SS at one house since 2018.  Added another in 2022 at another residence.  No real complaints until recently, cameras won't connect, firmware won't update, etc.  Support used to be good until it was moved overseas.  On top of that, prices continue to rise (I'm paying $70 for both houses), and SS being sold.  So, since Black Friday is coming up and there will be many sales of competitors products, I will be looking to jump.

about a year or so ago was having issues like you.  Support then was good and got a replacement base station.        have issues now and again about base loosing internet for a few mins and it comes back without doing anything.     not sure that's SS of Xfinity  but ok. 

today system lost wifi connection with base.     Did the chat thing and followed suggestions.   

Can connect wifi on app and SS webpage.   Can not connect by the keypad.   says wifi password no good.   it is.     so no system after a couple of chats. last one wanted to know if I wanted to purchase a system or add on.     That's a NO.     Phone number called wants to send a tex link to a chat.    Another no.      had this for 4 years but time to move on.     

@plercara Please repost, your reply isn't showing.

YES! INCREDIBLY terrible experience(s). My issue is with camera inoperability and have escalated this through channels all the way to the CEO's office.  Someone named Liberte was given my account by the CEO Escalation Team, and he/she has been completely unresponsive.  I've sent 5-6 emails to Liberte with no response other than "try a Wi-Fi extender."  Sadly, I already have 3 extenders operating - 2 of which have been sent for free from SS to solve the never-ending issues with their camera systems.  By comparison, my Ring Doorbell and newly installed Wyze cameras work FLAWLESSLY on the same Wi-Fi settings - AND they’re farther from the router/extenders than my SS cameras.

If anyone on here knows of another way to get a viable customer service response from SS, please let me know!

Also, as an FYI to any potential buyers, as noted above, out of utter frustration I purchased two Wyze floodlight cameras this week and they are 1,000% better in every way.  I cannot recommend them more.

Simply safe has gone to crap I had an agent send replacement door locks and new key pad 2 weeks ago still didn’t receive it come to find out it was never ordered. When I called to find out were my order was I was on hold for 35 minutes called back and got some idiot that didn’t know how to answer the phone. They use to be great with service and replacement but in the last couple of years they have gone to crap. I am canceling my monitoring with them and going to a different company 

SimpliSafe has gone to crap I called 2 weeks ago about broken locks and keypad the agent said they were sending out replacement equipment it would be here in 5 days 2 weeks later still nothing. I called this morning to find out and was on hold for 30 minutes while some agent looked to find out were my order was just to be told after being on hold for 30 minutes having to call back that the equipment was never sent. Then the agent could not figure out how to answer the phone. The service from simpli safe has gotten really bad the equipment is junk now every year the equipment fails and needs to be replaced. But after this morning experience I will be canceling my monitoring and going to another company. I tried canceling but some how that part of the company is closed meanwhile the message says they are open SIMPLISAFE IS TRASH DONT USE THIS TRASH COMPANY 

Yes I agree because there is no longer US based customer support as everything is outsourced to a philippine call center and whose staff are clueless and can only read an english script but do not understand any questions posed.  It is the worst.  

Also having a terrible experience. If it worked, it would be a great system, however it frequently does not work. Sensors go offline all the time, I'm constantly on tech support resolving issues of entry sensors not working. Last time they had to "clear the electromagnetic interference" from the base station and my sensors started working again. Currently, my main door entry sensor only trips when the door closes, not opens. More of an "exit" sensor. Overall a terrible system. I love the idea o the simpli safe system and it's well priced, but just grossly ineffective. I definitely would not recommend Simplisafe to anybody. 

I am having very similar issues and the worthless Philippines call center is a complete waste of time.  They are clueless and do not understand what you are asking and they always try to force you back to their script because of their real understanding of the English language is poor.  I had someone from that center with a very thick accent have me jump through all these worthless steps regarding sensors going off line and nothing resolved the problem.  At that point the call center loves to play the game of “let me talk with my supervisor and then they disconnect you.  SimpliSafe does not have real way to trigger a follow up.  This company I learned was acquired by a private equity firm which is the kiss of death because all they do is raise fees and dumb down service.  

Agreed, terrible experience all around. Constant errors on sensors. Door sensors that are 15 feet from the base station lose connection. The base station constantly disconnects from wifi. The customer service is some of the worst from any company ever. Horrible platform. I have no confidence my home is protected. I have errors active from sensors 80% of the time. 

Simplisafe really starting to suck.  Smart lock decided to stop working after almost 4 years.  Happened right after firmware "upgrades".  Lock won't update.  Some dude in India clearly reading a script walking through the same 5 steps in different orders.  After 1 hour on the phone I gave up.  Time to look for a new system.  Rush Limbaugh is probably rolling over in his grave at what this company has become.

Ive had good experiences with everything except the products with cameras and most recently the door lock.

The OD cameras are hot garbage - absolute trash. Thats including the doorbell camera - when they actually want to record something. Frequent dropouts, barely plays live video or plays back recorded video (most likely cloud server issues) - just completely unreliable. Pretty much worthless.

The door lock all of a sudden doesnt want to update, but it also has just had a huge problem of just all of a sudden not wanting to work anymore.

No - its not my network. I have a professional enterprise grade network at home, not a consumer-based Best Buy trash. Ive been a network engineer for 20 years and Simplisafe cameras are literally the only IoT devices giving me any issues.