An hour on hold listening to scratchy…

An hour on hold listening to scratchy elevator music without ever being able to talk to anyone about my problem is not how you want to run your company. If your business is that good, you can afford to hire more people to talk to the customer.

Issue with your Customer Service System

I have now for the 4th time received the wrong item. I need 16 Entry Sensor Magnet backplates and adhesive strip. This has gone on for over a month and I am right now on the phone again for well over an hour (each call has wasted over an hour of my time) with an agent trying to figure this out. What is crazy is I cannot send a picture or any correspondents to them so they can see the part I need. Also with this call I have asked for a supervisor which also has taken now 23 minutes and no response from a supervisor to this agent. So as I close this comment I have been on the phone for 1 hour and 13 minutes and the agent is still no closer to solving this and no supervisor. There is a major problem with your system. Their system does not even show them a picture of the item when they put in a part number. I even showed her a YouTube video which she was able to fine on her phone to see the magnet backplate and adhesive I require to move my sensor to my new windows to be installed very soon. In response to the reply I was on with the agent for over 2 hours and they are again sending me something that her and her manager figured out over the computer. I will find out what they are sending or what the fulfillment center puts in the envelope on Friday. I do believe the last shipment had the correct part number but the fulfillment center grabbed the wrong item. What I find awful and insulting is a manager will not call a customer back (i was told they will not do that) and I only can speak with a customer representative that is at home (all are very nice) but they do not have access to even picture of your products to associate part numbers too. I had to find a You Tube install video to show her what the other side of an entry sensor and backplate look like. She had to use her phone to view the video since she cannot on her computer. As to your replay, I would be fine with receiving the entire magnet. What I am not fine with is that there is no way to send an email to customer service to provide photos or documents and there is no way to speak with a supervisor or manager. That is very poor customer service. It has taken over a month and 3 shipments of wrong items and hours on the phone each time. I can only call 1 number and have to wait 40 minutes to an hour for customer agent to respond and then another hour for them to figure out what to send. I'll ask again, why can I not talk with someone higher up in the management chain except through Trustpilot? FINAL RESULT: There seems to be much confusion concerning your parts as confirmed by the reply. I did get my fourth and final shipment attempt to send the right part and they were successful. The magnet backplate with the adhesive tab does exist. It is part number SSMAG4-BKPT.

Never could get it to work just throw…

Never could get it to work just throw my money away Using ring it works great

When my base station died 3 weeks ago… Excruciating Service

When my base station died 3 weeks ago, it was an excruciating process to get my system back online. I spent almost 2 hours on the first round of tech support, which started with a long wait followed by interaction with your tech support to determine that my base station needed to be replaced. When the replacement arrived, the self-installation process did not go smoothly, so I had to call back. This resulted in more than 3 hours (!) of wait time plus additional tech support time over 3 different calls. One call lasted 2 hours 38 minutes! The only thing that makes me resist one star versus the two given is that when the system i us setup and running, and not requiring your abysmal tech support, I like the self-service available through the app.

Doorbell camera is worthless.

Doorbell camera is worthless. You can see the person for 5 seconds then it loses connection, with router, that is 10 feet away.

System didn’t work with ATT like the…

System didn’t work with ATT like the salesperson told me it would.

Signing up with Simplisafe was a…

Signing up with Simplisafe was a nightmare. Every time I spoke with someone they told me different things. It is obvious that your customer service (who does not work for simplisafe but, rather, is a Customer service company) has no clue about your product.

Incompetent in every way.

Incompetent techs. All Faulty equipment. Just the worse. If I could give them NO stars I would. Customers service needs training.

Having an issue with staying online

Having an issue with staying online

Caught management in a lie after I tested his integrity

Not impressed with management and monitoring service. Had a alarm triggered. I was not notifed. Found out when I got home because the base station was red. I called and no one could explain why I wasnt notified. I was referred to (cops) the monitoring company they couldnt come up with a reason either. I called simpli safe back and asked to speak to management and told them what happened said it might have been my white dog that set off the sensor. The manager said yes it was the white dog that triggered the sensor he reviewed the video and that was definitely what happened. He would give me two months free service for the inconvenience and apoligized. The problem is I dont have a white dog he hust repeated back to me what I had said. I figured this much because I intentionally lied to him to see if he was a honest person. He failed that test. I never received the two months free service either which is no suprise that he lied about that also. Do yourself a favor and pay a little more for a reputable company to protect your life and valuables

Disappointing customer service.

Unfortunately, after 3 tries your team did not get it right. I requested replacement double sided tape for sensors on windows I recently replaced. After the third try, they still did not send the correct double sided tape for the magnet. I have a couple of sets for the sensors. Finally figured I had enough tape to cut the extras down to size to attach the magnets to the window frames.

Security system not complete

1. We were not able to set up the camera 2. The one security on the door does not work. I changed the battery because I thought maybe that was the problem and it still doesn't work,.

I sent an e-mail describing my…

I sent an e-mail describing my experience. Not going to waste my time typing it again. I will not do business with Simplisafe anymore.

Hafe the time I cannot get any thing on…

Hafe the time I cannot get any thing on my phone says someone at my door but no picture

System completely failed when there was…

System completely failed when there was a problem!!! You need to make a reliable outdoor camera available for your system, one that will STAY CONNECTED. When I had a prowler at my back patio door, NOTHING in your system worked correctly. System was alarmed, BUT: 1- siren NEVER went off 2-therefore was NOT aware there was a problem 3-base light turned red 10 MINUTES AFTER THE POLICE LEFT 4-your support called police, which I was made aware of with a support phone call 5-the camera footage was water bubbles, as it was filled with water!!! 6-when I followed up with support (support???!!!), she sent me a few new adhesive strips SOOOO, had no idea any alarm was triggered, what triggered it, or of a problem until the call... What kind of security am I paying for??? Think I need a different system!!!

Poor hardware, slow software

Had the system less than a year and ready to scrap it all. One camera just stopped working altogether. Several sensors fell off doors and broke. And the doorbell camera takes so long to load in the app that when motion is detected, someone is already walking away by the time you can get a view on screen. There is no aspect of the system that performs to expectation.

Your system continues to lose…

Your system continues to lose components on a weekly basis. They should not have to continue to retrain and re-train and re-train I am not happy with the system.

I really like the door sensors

I really like the door sensors, they are great. I also like being able to control it all from my phone. The only thing I do not like is that it doesn’t record video for you when there is motion unless you pay to have monitoring. We used to have a blink system and it would record without needing to sign up for a monitoring plan and as expensive as it is, I thought that’s what I was getting. I probably would have got another system that does that. I feel I paid enough for the system that I shouldn’t have to pay for monitoring too just to watch the motion videos.

I use to be extremely happy with the…

I use to be extremely happy with the service but, the app no longer works & I would really like to be able to use my phone with the system. I have called customer service but they couldn’t help.

It’s gonna be a no from me….

I read a lot of reviews for SimpliSafe and it seemed like it was a good program. I had an installer come and set up the system while I was at work so my wife could feel secure. I’ve had SimpliSafe for months and the doorbell camera rarely is available to view live and it only records about 20% of the motion detected. The rest of the time it says video unavailable. I have very fast WiFi and even invested in two WiFi entendres to boost the signal to the system. Still nothing. Customer service just says it’s an internet connection problem. However none of my other devices experience outages. I am not confident in the SimpliSafe security system and do not recommend.

you can not change the status (home

you can not change the status (home, away,off) or get a notification that your alarm has gone off without having to purchase their monthly plan. there are other alarms that do this for free

Still not working after receiving a new…

Still not working after receiving a new base station Forty five minutes wait to get phone help On line help is a joke

Cameras could be better

1. Whenever the doorbell camera detects motion, it takes 30-60 seconds for the SimpliSafe app to launch on my iPhone, so most of the time, it's still faster to look through the window to see who is there than to rely on the camera. 2. SimpliSafe really needs wireless (rechargeable battery) indoor cameras. I would like to have more cameras inside my house, but do not want power cords running everywhere.

Cameras constantly having network issues

The network connectivity of the cameras is spotty at best. When we need it most, the cameras don't work despite wifi/internet working perfectly on all other devices. Very disappointing. Would not recommend Simplisafe to anyone. Sometimes the cameras also get stuck in night vision mode during the day, so all you can see is white. My wife hates this and blames me for not going with Ring.

SimpliSafe doorbell camera is lacking…

SimpliSafe doorbell camera is lacking very much. You have to pay the highest monthly plan just to see live and recorded videos on the app and they barely ever work. When something is happening on our street it never catches it, and when I’m away from home and try to check the video it’s hit or miss on if it works or not. I didn’t even get extra adhesives for the door and window entry devices. The motion sensor hasn’t been working in weeks and I don’t know why. I wouldn’t recommend this service to anyone. Too many issues for what I pay every month, and what I paid for all of the equipment.