SimpliSafe

Hi Bethany, Adding items to a working system should have been a simple, five minute conversation, and the fact that you have no email confirmation a week later validates the concern about whether the order actually went through. We want to look at that order specifically, escalate this so it lands with the right person, and make sure the timer does not restart on you. One thing worth knowing for the future: you can also place orders for additional sensors and accessories directly through our site at simplisafe.com/alarm-sensors, which skips the call and the chat entirely. We've requested your information so we can connect you with someone, confirm the status of the existing order, and get whatever it was that you needed routed properly. The SimpliSafe Team

Hi Robert, Needing a ceiling mounting bracket and being told to purchase an entirely new Smoke Detector isn't a great feeling. While it is true that we may not stock individual replacement parts for the SSSDS model specifically, that does not mean there are not other options worth exploring on our side, and we are sorry that you had to go this far to get to that conversation. We've requested your information so we can take a look at what we can offer. The SimpliSafe Team

Hi there, two Motion Sensors not working and the replacement also not working back to back is not the kind of out of the box experience anyone should run into, and we apologize for what that has looked like. Regarding your SimpliSafe App, it sounds like the account may have been fully cancelled rather than downgraded to our free Basic App Control plan, which is what would have kept your ability to arm and disarm the system from the app without monitoring. It's our responsibility to ensure you know the difference and we want to look at the account history to confirm exactly what happened. We've requested your information so we can sort out the Motion Sensors and the account state together, and walk you through what your options look like from here. The SimpliSafe Team

Hi Dede, Thank you for sticking with us long enough to give it one more try, even with the way the last call ended. A new Base Station and a refurbished Keypad refusing to pair is something we can usually solve quickly with the right person on the line. On the call with Dennis, a purposefully disconnected call is something we have zero tolerance for at SimpliSafe, and we want to pull that call to review what happened and act on it from our side. We've requested your information so we can connect you directly with one of our top agents, get the Base Station and Keypad talking, and make this last attempt the one that works. The SimpliSafe Team

Hi Vern, Knowing what great support with SimpliSafe felt like a year ago, and then walking out of this call without an answer when the fix turned out to be a simple battery swap, is a hard contrast to come away from. We want to pull that call, look at what was missed in the troubleshooting path, and follow up on the callback that never happened. We'd also like to get you connected with one of our senior US based agents so the next time you reach out, you land somewhere that actually moves things forward. We've requested your information so we can make that connection directly. The SimpliSafe Team

Hi Brian, Eight years with SimpliSafe and an explicitly confirmed cancellation should never have ended with months of silent charges for a service you no longer wanted, on hardware that was not even connected. We apologize that this error landed on your lap. A reactivation without a customer's knowledge is not how our account system is supposed to work, which is exactly why we want to investigate the timeline from November 4 forward and understand what triggered it. The follow up call where the cancellation did not actually go through is also worth pulling, both for the missed cancellation and for the way the conversation was framed. We are committed to figuring out what went wrong, making the activation and charges right for the months you were charged after cancellation, and following up with you directly. We've requested your information so we can call you back and walk through this together. The SimpliSafe Team

Hi Jennifer, Charges that keep coming after a cancellation has been requested is the part of this we most want to get to the bottom of, because that should not be happening once an account is closed. On the support side, we apologize for the longer than usual hold times you ran into, and we'd like to understand more about where the chat experience fell short for you so we can address it specifically. We've requested your information so a member of our Executive Response Team can call you directly, look at the account and the billing history together, and make this right. The SimpliSafe Team

Hi Ky, Opening your app and finding that every door, window, and smoke sensor has disappeared from the Base Station, especially knowing those are the ones meant to alert you in an emergency, is exactly the kind of moment that shakes confidence in a system. Thank you for flagging this. While we want to be upfront that this is extremely rare, rare is not the same as acceptable, and we want to investigate exactly what happened on your account to make sure it does not happen to you again. We've requested your information so we can pull the system logs, get to the bottom of what triggered the wipe, and walk through getting everything reinstalled the right way. The SimpliSafe Team

Hi DP, Thank you for sticking with SimpliSafe for three years and for sharing the full picture of what you have been working around. We really want to get to the bottom of this for you, because cameras that take minutes to wake up and a Video Doorbell that is missing audio and only recording parts of videos is not the system you signed up for. Patterns like these usually have specific technical drivers our highest level of technical support can identify and we want them looking at this with you side by side rather than running another general troubleshooting pass. We've requested your information so we can escalate your case directly to that team, get you a clear answer, and put you on a real path forward with your System and Cameras. We are here to help and to earn back the reliability you deserve from us. The SimpliSafe Team

Ed T., We are so pleased to hear about your excellent experience with our customer service team. It's wonderful to know that we could resolve your warranty claim quickly and professionally, building your confidence in our products. Thank you for your kind words. The SimpliSafe Team

Ronald, We are so glad to hear that our team was able to resolve your motion sensor issue quickly and effectively. We appreciate you sharing your positive experience! The SimpliSafe Team

Julie A Taylor, We're so glad you feel safe and protected with us! Thank you for your wonderful recommendation. The SimpliSafe Team

Hi BPatx, Thank you for choosing SimpliSafe and for taking the time to lay out what you've run into, because we can see exactly where the confusion is coming from on each of the three points, and we apologize for anywhere along the way we did not communicate them clearly. On the WiFi piece, our system does have cellular backup so the monitoring side keeps working when WiFi or power goes out, but that cellular backup is tied to a paid monitoring plan rather than the base equipment alone. On the Temperature Sensor, it is not a thermostat. It checks the ambient temperature periodically to preserve battery life and triggers an alert the moment the temperature crosses the threshold you have set. We've requested your information so we can give you a call, walk through both of these in context, and see how to turn things around. The SimpliSafe Team

Hi Felis, Thank you for years of being with SimpliSafe, and for sticking through an hour of an experience that should never have looked like this. There is one piece worth flagging up front: OnTech is the only company we partner with, so the transfers you described to Starling, medical devices, or Medicare are not ours, and we want to understand how that routing happened on your end. To answer your underlying question directly, we do use chat tools for simpler questions especially during higher call volumes, and we have US based agents alongside service partners who help us cover the volume that comes with serving five million customers. We also want to pull the call where you reached an agent with that level of background noise, because that is not how a SimpliSafe call should sound, and we want to review it with leadership and take the right follow up internally. None of that is meant as an excuse for the experience you just had, which is why what matters most right now is getting you connected to someone real. We've requested your information so we can do that quickly and figure out what happened across those transfers. The SimpliSafe Team

Artie Blind, We appreciate your kind words. We are glad we met your expectations. The SimpliSafe Team