3 Messages
multiple issues with system and service
I've decided to write to express some concerns with my system and customer service. I have the original system, with multiple add ons and cameras, in addition to being a customer for a few years. Over the last year or more I have had multiple issues with the system, and have received 2 new stations and spent hours on the phone with tech support. Multiple times per month the system says "no link to dispatch center", and while we are in a safe area of town, it's concerning. I also do not have the time to invest to call as often as the system goes down. It's mind numbing to listen to a tech tell me all the steps to do, when I repeat them myself all the time to keep my system going.
I loved the ease of the system and the ability to easily remove and take it with me over the years, however the investment is wearing low. On the most recent call this evening, I asked if there was any solve for all the challenges, but again they want to send me another base station. It just doesn't make any sense to keep doing the same thing. Additionally after being on hold for 30 minutes, with tech another hour, I then get disconnected. You'd think the tech, who is in my account, would call me back. So now I don't know if anything got solved. Very discouraging.
It was also great when they sent me a courtesy email that I could buy the new SS3, for 40% off, but I had about a week to do so. This makes no sense to me.
I loved the ease of the system and the ability to easily remove and take it with me over the years, however the investment is wearing low. On the most recent call this evening, I asked if there was any solve for all the challenges, but again they want to send me another base station. It just doesn't make any sense to keep doing the same thing. Additionally after being on hold for 30 minutes, with tech another hour, I then get disconnected. You'd think the tech, who is in my account, would call me back. So now I don't know if anything got solved. Very discouraging.
It was also great when they sent me a courtesy email that I could buy the new SS3, for 40% off, but I had about a week to do so. This makes no sense to me.
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As you may already know from what sounds like several conversations with our Support team, a "No Link to Dispatch" message means that your Base Station is having trouble staying connected through the cellular network. Our typical troubleshooting is a step by step process so that we can make sure to cover all possible factors.
The first thing we consider is putting the Base Station in a better position to catch that signal - of course, first moving the Base Station closer to (but not in front of) a window, avoiding enclosed areas, etc. Particularly if your home has a metal roof, or if you have brick walls, cell signals may have trouble getting through. A Base Station Reset (shutting down the system completely and then turning it back on again) forces the Base Station to reboot and reconnect immediately - and possibly clear out any software issues as well.
If that doesn't work, then perhaps it's the cell network itself that doesn't have sufficient coverage in your area. That would be why we first send a replacement cell module - to switch you to an alternate cellular network.
And if even a switch to a different network fails, the next issue we must check is that the Base Station itself is working properly. That would be why we would send another Base Station.
An upgrade to the All New SimpliSafe may actually help. The new generation system is able to connect to WiFi as well as cell, so it might be helpful for areas that don't have the best cellular coverage. Although replacing your entire system might be a bit too drastic in your case, and there may still be a few things we can try to get your system running properly.
I've gone ahead and asked a Tech Manager to give you a call. Hopefully we can take care of this and you won't have to worry about keeping your system connected again!
Johnny M.
SimpliSafe Home Security
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