SimpliSafe

Hi Taniqua, Wanting to love a product and coming away with the sense that it fell short is not the direction we want any SimpliSafe purchase to go. We apologize for the delivery running longer than promised, and we would like to hear more about the color you were expecting versus what arrived, because that specific mismatch is not something we usually see and it is worth understanding better. If there is anything else about the setup that has not landed the way you hoped, we would like to know that too, on the same call. We've requested your information so we can dig into all of it and see how to turn this around for you. The SimpliSafe Team

Hey there Judy, Seven calls and four promised callbacks is a lot of patience to still be extending toward SimpliSafe, and we know it should not have taken until the seventh call to get to Roger. Thank you for staying with us long enough to land there. Roger is exactly the kind of teammate we are proud to have on the phones, and we will make sure his leadership sees the note. On the six calls before him, we would like to investigate those specifically to understand where the promised callbacks broke down, so that if you ever have to reach us again, the answer arrives on the first try. We've requested your information so we can pull that history and lock in the change from our side. The SimpliSafe Team

Hi Pat, Needing to explain the same technical issue two or three times before an answer starts to form is not what a support call should look like, especially when you have already invested time reaching out more than once. We are sorry that experience did not live up to our standards. We would like to pull those calls to understand where the answer got stuck, and get you connected with one of our senior technical support agents based here in the United States a true resolution. We've requested your information so we can make that connection directly and pick up where the previous calls left off. The SimpliSafe Team

Hi Shelby, An ownership transition on one system, a new setup at your home, and a purchase of new cameras should not have added up to no working system in the days before you leave town. This should have been escalated well before you reached the point of returning the equipment, and we would like to fix that immediately. We've requested your information so we can get this in front of the right team right now, clear whatever is holding the old account state, and make sure you are not leaving town without options. The SimpliSafe Team

Hi AJ, Wanting to know for sure that no one has been in your home is a reason that carries real weight, and what you shared about West Virginia is not something we take lightly. Thank you for trusting us with that context. We know the account is closed and you have moved on, and we want to respect that. If you would ever be open to sharing your former account information with us, we would like to use the timeline of what happened to your setup as a case study, both to understand what changed between the system working and the Base Station and camera dropping off WiFi after the new router, and to make sure the same pattern does not land on the next customer. We've requested your information in case you are open to that conversation, on your terms and with no pitch attached. The SimpliSafe Team

Hi Dennis, Being told to go buy the batteries yourself when you had already asked us to send them, and then never hearing back from the promised supervisor, is not the standard we hold our team to. We apologize for the misinformation on the batteries and for the follow up call that never came. On the actual Base Station power question: the Base Station batteries are meant to serve as backup only and generally should not need to be replaced under normal use, and the guide at support.simplisafe.com walks through what to check first. If a replacement is called for, we do provide both replacement batteries and the Base Station power cable directly, and the power cable is not sold in retail stores, so a purchase route would not have solved this on your end anyway. We've requested your information so we can make this right, pull the call that got the wrong answer, and get the replacement moving if that is where this lands. The SimpliSafe Team