SimpliSafe

Hi Sasha, Hearing that the purchase itself went smoothly but that activation stalled on a case sensitivity question that never got answered directly is not the follow through anyone should experience on a first setup call. There is one important clarification we want to make immediately: our monitoring center is based exclusively in the United States, so the agents who would be watching for alarm events on your system are not the same team you spoke with during activation. On the setup itself, there is no script the agent was reading from, but this is clearly a spot where training should be reinforced. For anyone who runs into the same question in the future, the way to get uppercase characters on the Keypad is to keep hitting the button associated with the letter until it cycles from lowercase up through uppercase. That should have taken minutes, not hours. If you still have the bandwidth, we would like to connect you with one of our Senior Technical agents to get activation completed. If not, we would at the very least like to pull that call to use it for our own improvement and training. We've requested your information so we can take whichever path works for you. The SimpliSafe Team

Hi Eva, Discovering corroded batteries with liquid leaking during a product install is not a moment any customer should have during a normal setup, and your first concern being your own safety is the right one. Thank you for bringing this to our attention with the detail you did. Matters like this are exactly the kind we take very seriously, and we want to understand what specifically happened so it can be looked at properly. We've requested your information so we can reach out directly, confirm you and your household are okay, and walk through the next steps together with the right internal team involved. The SimpliSafe Team

Hi Gene, Glad the new camera is up and running, and we hear you on the old front door camera still not working. We'd like to get that sorted so both cameras are pulling their weight. We've requested your information so we can reach out and troubleshoot the front door camera together. The SimpliSafe Team

Hi Suzanne, Four staffers, three commitments that changed shape between calls, and an equipment return that ended in shipping label confusion is a full onboarding derailing before the system even made it into the house. Thank you for laying it out in that much detail. Between the promise of three free months of monitoring, the $99 install quote, and the wrong email address that started the whole delay, there is a specific paper trail across those calls that should be reviewable on our side, and we would like to pull all of it. If you would be open to a fresh start with an escalation contact rather than another intake line, we would like the chance to correct what was promised and see this through the way it should have gone. Even if the decision is already made, hearing the calls is how we improve for the next customer who almost signed up. We've requested your information so we can start there and take whichever path you prefer. The SimpliSafe Team

Hi Holly, Being told to handle a cancellation through your credit card company, then getting hounded for payment two months later after the same account resurfaced, is exactly the kind of pattern that should have been escalated the first time you called. Thank you for taking the time to lay this out. If this has not already been resolved on your end, we would like the chance to look at the account history, understand what happened across both calls, and make sure it is truly closed out. We've requested your information so we can review the file and follow up with a real answer. The SimpliSafe Team

Hi Amy, Thank you for the candid review and for laying out both what you have appreciated about the system and where the value equation has shifted for you. The peace of mind side is exactly why the system exists, and hearing that the monthly cost has moved to the point where you are shopping around is feedback we take to heart. We are passing the pricing concern up internally so it lands in front of the teams who make those decisions. The SimpliSafe Team

Hi Judith, Thank you for taking the time to share both the positives and the parts that have not landed the way you hoped. A camera battery depleting in just a few weeks is not what a healthy setup looks like, and when a single component drops off that fast, it usually indicates something worth a closer look on the underlying setup rather than a straight swap. We would like to have one of our senior technicians reach out to investigate what may be going on. On the OnTech point: while our system is DIY by design, OnTech has been personally trained by SimpliSafe and is kept current on changes and updates as they roll out, so their walkthroughs are meant to reflect the SimpliSafe experience closely. Thank you for already providing your contact information, and we will be in touch shortly to arrange that senior technician call. The SimpliSafe Team

Hi Ryan, Weak signal from components sitting inches from the Base Station is not a pattern our standard troubleshooting is going to explain quickly, and two hours on support without an answer confirms that. Thank you for taking the time to flag this so we can look at it properly. We would like to route this to our engineering team for a deeper investigation than the tech support path can offer, so we can understand what is actually happening between the Base Station and the components at your setup. Thank you for providing your contact information we will be in touch very soon. The SimpliSafe Team

Hi Ron, Multiple equipment issues in a row are not the pattern we want any SimpliSafe customer to be living with, and we want to look at what has actually been happening with your setup. Thank you for taking the time to share both the review and your contact information. A senior technician will be reaching out to you shortly to walk through the specific components and get to the root of what has been failing. The SimpliSafe Team

Hi Susan, Twenty five minutes on hold followed by another twenty on a callback is a lot of time to give up on a call, especially when the verification step feels like it should have gone smoothly. Regarding the SafeWord itself, that specific verification exists so that nobody can call in and make changes to your account or system settings without the proper authorization tied to you, and account details cannot be disclosed until it matches. What can happen is that the SafeWord has to match exactly as it was set up, not approximately, so a small variation can register as incorrect even when you know what you meant. The exact SafeWord is visible in the SimpliSafe Mobile App under your location settings, so it can be confirmed in the moment if there is ever any doubt. We are here to help, and we've requested your information so we can walk through your account securely and turn this around before ADT gets the equipment. The SimpliSafe Team

Hi Todd, Thank you for the balanced review. Hearing that the devices have been easy to use and that customer service has been great is exactly the kind of feedback we like to see, and the pricing versus value question is a fair one that we do not take lightly. We appreciate you taking the time to share it. The SimpliSafe Team