Warning - Hope this doesn't happen to you - SimpliSafe put WRONG batteries in Base Station!

@emily_s​ Thank you!

Follow-up: I spoke with Matt Fransen in Customer Support and was initially impressed when he told me he would give me a free month of monitoring and Fedex the batteries out so I received them by Saturday. It is now almost Thursday and no batteries. I emailed Matt on two different days with NO response. So I broke down and ordered them from Amazon and am out of pocket $21. 

I can no longer go without the backup for my base station. It is my understanding that this puts me and my family at risk. So much for SimpliSafe's customer service. I am very disappointed but it seems that's the way things tend to go these days.  I very much doubt I will even see the FREE month of monitoring I was promised!

I wish the rest of you better luck with customer support. I have lost faith.

@knharris0006​ the batteries that come with your Base Station should already be rechargeable NiMH, and under normal circumstances, you shouldn't actually have to replace them at all. That's why they're not as easy to get to, and the battery compartment is locked in with a screw.

However, we do list the correct type of batteries to use in the Owner's Guide that comes with your system.

As part of firmware update 2.10, we added important features for better compliance with the UL985 Standard. One of those features is that the system now checks for potential issues with the battery circuit. And it just so happens that if the wrong battery type is installed, it can detect that too.

If you have discovered that you have alkaline batteries instead of NiMH, it's very important that you remove them from your system and replace with the correct batteries ASAP! The system can run without the batteries in the meantime, and our Support team can send you a new set free of charge. You can reach them through this page.

I also discovered regular alkaline batteries in my base station. I've had nothing but problems with the system since purchasing, bad batteries for wireless cameras, etc. Should be noted on my account.  Took getting the right person to listen to me to resolve that battery issue, she was in Florida and was awesome to work with.  All others didn't seem concerned.  Please advise on my base station. 

@jimholton11​ If your Base Station has alkaline batteries in it, I would remove the batteries, wipe off the metal contacts in the Base Station, and insert new rechargeable NiMH batteries.

If you do not have any NiMH batteries, our Support team can send you some for free! While waiting for these to be shipped, the Base Station can run without batteries as long as it is plugged in.

@saralgrube​ Since you noticed that your Base Station had incorrect, alkaline batteries in it and they have since corroded, I would highly recommend contacting our Support team for a replacement. The Base Station is able to run without batteries, so you can keep it plugged in and active while they send you a new one.

@emily_s​  I bought my own batteries, and they work, but I would like for you to send my comment to your Quality Control dept. It sounds to me like you may have someone pocketing expensive batteries and putting in cheaper ones, somewhere in your assembly line. That's of greater concern to me than $10 in batteries - SimpliSafe may want to send out a notice to all customers to check their battery compartment, or risk getting sued for causing a fire hazard. 

@saralgrube​ I will certainly send your feedback along to our internal teams.

@jimholton11​ I just checked in with our escalated Support team - a senior specialist will be in touch ASAP!

@slowerre​ I'm sorry to hear this, we certainly should have replaced that Base Station for you. I've gone ahead and requested a callback from our escalated Support team to help. A senior agent will contact you soon, so keep an ear out for their call!