SimpliSafe

Hi Alexander, Thank you for the thoughtful review and for taking the time to lay out both what works and where the camera experience falls short of what you want. When it comes to the recording length, the camera is designed to keep recording as long as motion is still being detected, so if a clip is ending sooner than expected, it usually points to something worth looking at in the motion sensitivity or placement settings. The point about longer minimum recording window and easier bulk deletion is the kind of feature-level feedback our product team wants in their inbox, and we are passing it along as well. One thing worth knowing if you have not tried it: our Outdoor Camera has a performance mode that reduces boot time when the camera is plugged into a power source, which shortens the gap between motion and the start of recording. The SimpliSafe Team

Hi Dena, Thank you for taking the time to write out both what has worked and what did not, and for the kind words about the panic button and key fob for the elderly. That combination of features being useful in the moment is exactly why they exist. On the pin generation call: you should have been given the correct answer the first time. The documentation on generating additional pins was updated on 6/24 and was live on our support site before both of your calls, so the fact that two representatives said it was not possible is a training gap we need to address on our side. We are sorry it took an email to close the loop on something the docs already covered. Regarding the feature wishlist, more than 4 pins, doorbell facial recognition, temporary pins, and deeper Google, Apple Home, and Alexa integration are all valuable points for our product team, and we are passing them along. The SimpliSafe Team

Hi Bob, Thank you for the detailed review and the time you put into laying out both what worked and what did not. Coming from someone with thirty five years of security system experience, both the compliments and the constructive notes carry weight. We are glad the equipment, ordering, packing, and Base Station connectivity all landed the way they should have. On the other side, the customer support inconsistency across calls, the Outdoor Camera mount design, and the app setup optimization are exactly the kinds of specific, actionable feedback our care, product, and mobile teams need to hear, and we will make sure each of those gets to the right internal owner. Here's to even more weeks of keeping your home secure! The SimpliSafe Team

Hi Kenneth, Thank you for flagging this. On the Outdoor Camera battery specifically, average life with regular use lands around three months, and cameras placed in higher traffic areas tend to deplete faster because every motion event wakes the camera and pulls power. There are a few ways to extend that, and our guide at support.simplisafe.com/articles/outdoor-cameras/maximizing-battery-life-of-the-wireless-outdoor-security-camera walks through the settings that make the biggest difference. If you would prefer not to swap batteries at all, we also offer Solar Panels and outdoor charging cables that keep the camera powered on a permanent basis. We've requested your information in case you would like us to walk through the options together and see which one fits your setup. The SimpliSafe Team

Hi there, First and foremost, we are truly sorry to hear about the fall and hope your recovery is going as smoothly as possible. We are glad the equipment and support side of your SimpliSafe experience has been solid, and we appreciate you flagging the install considerations for anyone reading who might be planning something similar. For those who aren't comfortable with the installation process (ladders, drills, etc) we partner with OnTech, who handles the physical side so you do not have to. Wishing you a speedy recovery! The SimpliSafe Team

Hi Alex, Being locked out of the app on the same day you paid for a full month of monitoring is not the shape a cancellation should take, and we want to walk through what may have happened. On the account side, when monitoring is cancelled the account should move to our free Basic App Control plan at the end of the billing cycle, not immediately, so you would have kept the monitoring you already paid for through the rest of the month and then transitioned to Basic App Control without losing your ability to see your devices and control the system in the app. It sounds like the account was fully disconnected instead, which is worth investigating on both fronts. On the Outdoor Camera battery, average life with regular use is around three months, and cameras placed in higher traffic areas tend to deplete faster because every motion event wakes the camera. Our guide at "support.simplisafe.com/articles/outdoor-cameras/maximizing-battery-life-of-the-wireless-outdoor-security-camera" walks through the settings that extend it the most. We've requested your information so we can look at the cancellation, restore your app access to the Basic App Control plan, and dig into the pattern with the Smoke Detector and the multiple replacements while we are in the account. The SimpliSafe Team

Hi RK, Hearing that the equipment side has been solid but that the support around an order mix-up and a pending credit has taken hours and is still not settled, is not the split we want any SimpliSafe customer to sit with. We are terribly sorry that resolving what should have been a straight-line issue took the amount of time it did. Nothing on our end should require hours to sort out, and the credit that was promised is worth investigating right away. We've requested your information so we can pull the order history, find where the credit stalled, and get it moving before this goes another round. The SimpliSafe Team

Hi Christina, Over an hour on chat that ended with the answer that the problem was your phone, followed by a 37 minute wait that ended with a hangup when you named the same issue again, is not what a technical support experience should look like. We apologize for the customer care side of this not meeting our standards. When it comes to your Outdoor Camera texting alerts firing when the texting options are switched off across both the camera and general settings is a specific problem a senior technician can identify and resolve, rather than route back to your phone. We would like to connect you with someone at that level so you get a true explanation and a fix in one conversation. We've requested your information so we can make that connection directly and pick this up before the account is closed. The SimpliSafe Team