Terrible Customer Service

I just had the exact same type of situation. I had photos of notifications that were not making sense and the person chatting with me was either refusing to read and pay attention to what I was saying or just not understanding. They kept telling me what the notifications meant. I knew what they meant, the issue is that they should not have been sent to me in the first place as they were incorrect information. That was without a doubt the worst customer service I’ve ever had. 

This post resulted in their “Office of CEO Escalation Specialist” to reach out. This person was very practical with this approach and resolved my issues immediately. If their first or even second line customer service was as dynamic as this guy was, I’d have had my problems solved and never posted here to begin with. He listened, used common sense, and offered very logical solutions to the problem. 

@sewso65​ so sorry to hear that you had difficulty. It sounds like the agent was having trouble trying to look up your account info, because we do have tools that can help with certain issues - for example, when troubleshooting sensor connectivity.

However, your question doesn't require any of that, and they should have been able to answer without viewing your account.

It sounds like you were asking about how to access the battery compartment of a given sensor. We do have guides for every sensor on hour Help Center. Here's the one for how to access the battery on the Entry Sensor.

I will say, when you get to the right person, the company takes care of the customer. They made everything right in the end. 

Their most forward facing customer service almost makes it not worth using. 

@wandeheipt We apologize to hear about this - this is not the experience we want you to have. And please know that we are going to forward your comment to our internal teams to improve our processes. 

We do partner with OnTech for professional installations. The How do I Purchase and Schedule my Pro Setup Service by OnTech article in our Help Center will take you through the steps of scheduling an installation with them.

@simplisafe_admin​ Okay, you replied on the installation process but what about the post on refunding sales tax? When I make a return, the sales tax has always been refunded.

It really was a great product for a time. I’m here until my equipment goes and then I’ll transition to a different platform. My biggest concern is I know I’ll have to fight through that first and second layer of customer service to get to someone who will listen to what I am saying. Making me troubleshoot using the same procedures that are on the troubleshoot guidance online isn’t helpful. 

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@danielledajani​

You are probably experiencing weak RF signals from the base to sensors. You can change batteries forever and it won't fix it.

Neither will, were sorry, that's not the experience we want you to have.

Thick walls, metal barriers, large homes, several walls, wire mesh plaster, etc. will weaken the RF signals. High RF signal traffic areas. Many reasons. RF 433.92 Mhz is a busy, clogged signal.

There is a "possible" way, but it's bit of a PITA.

I'll elaborate if interested, best use only if self monitoring though.

If paid monitoring you are probably SOL.

Adding a second base station and keypad.

Doubles all the troubles. 😂 May not be the do all end all either. A sort of RF extender DIY.

Better than trashing the stuff since you paid for it.

Or get a system that works properly and use this stuff as a redundant backup. While it lives.

I did. But it's a DIY, part of a home automation system.

@danielledajani if multiple sensors on your system report that they are not responding, that could indicate an issue with the placement of the Base Station. In this case, we recommend adjusting the placement of the Base Station. 

The Base Station should be placed in a central area of your home, and on a non-dense material like wood or glass. It should also be in open air, as tucking it away in a cabinet, closet, or on a metal shelf can impact its ability to communicate with your other SimpliSafe devices. 

@simplisafe_admin​ every single day i get a sensor that says the same thing and it's always different sensors, the one main sensor that does it more frequently is the back door sensor and it's literally 10 feet away from the base station. I have replaced battery, deleted sensor and added back, replaced sensor with a new one, rebooted base station, nothing seems to work and out of 20+ systems I have installed for people they are calling me saying the same thing so it seems to me it's a system problem whether it's a firmware issue or what but multiple people I know are having this issue so maybe simplisafe needs to check this out and get a fix for it. Just today I had a notification that back door sensor not responding then 5 minutes later I get a notification that it's responding again and this is the closest sensor. 

@lance843​ Sorry to hear it's neighborhood wide. I do not experience the problem, but I'm isolated in the country.

This unsolicited advice applies to anyone doing self installs outside your home without the proper legal protections.

Unsolicited Tips: I am not a lawyer. And some personal opinions.

1. Assess Interference:

If 433.92 MHz interference is suspected, recommend temporarily shut off nearby devices operating on that frequency (like weather stations or other sensors) to test if the issue persists. Neighbors, baby monitors in the install houses etc etc.

I suggest using a frequency scanner to identify sources of interference.

Anything changed near these installations? Large weather stations, new constructions, anyone strange walking around testing their burglary devices? etc on the same frequency? Etc etc.

2. Optimize Placement: Which you already know. Lol

Ensure that base stations and sensors aren’t placed near electronics, large metal objects, or Wi-Fi routers, as these can all cause interference or signal degradation.

3. Simplisafe Best Practices:

Simplisafe devices aren’t customizable, but proper placement and ensuring firmware updates can "help" minimize issues. Regular firmware checks.

4. Use Signal Amplifiers: Not gonna happen, only a 2nd base can be used currently and that presents multiple issues since they can't be linked to one account.

For installs in larger homes or areas with suspected interference, a signal repeater could help bridge communication gaps, even if sensors seem close. If they were available. Lol

5. Customer Education:

Educate your customers on the limitations of proprietary systems like Simplisafe, especially in interference-heavy environments. Sometimes this transparency can prevent dissatisfaction down the road.

6. Consider Alternative Systems:

The system I use personally for my home, is not something you want to chase after for friends or neighbors. For yourself, it's fine and an individual decision.

If the issues persist and Simplisafe doesn't resolve them, discuss switching to a more reliable system, such as one using Zigbee/Z-Wave or other open-source solutions or hubs of cloud systems, Smartthings, Aqara, wired, etc etc. These tend to be more robust and flexible but require more technical expertise.

7. Document Issues for Simplisafe:

Document the issues systematically (e.g., dates, times, and specific sensors affected). This could help them provide clear evidence to Simplisafe support or suggest design flaws if these are widespread issues.

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Addressing Larger Concerns

The potential legal ramifications of faulty installs. If managing multiple systems for clients, you might want to:

Switch to Systems With Fewer Known Issues: Like Zigbee or Z-Wave-based or wired setups, where performance is proven in varied environments.

Get Insurance Coverage: For any claims resulting from system failures, especially if in professional installations.

I've already gotten ahead of the curve by not relying on Simplisafe for my

own security setup—it’s a great example to learn from!

Once someone starts installing systems for others, they take on a level of responsibility, even if they're doing it informally. The legal and financial risks, especially for critical systems like fire alarms or security devices, can be significant. Insurance companies and lawyers will absolutely look for someone to hold accountable in the event of a failure.

Here’s some unsolicited advice—it could save you a lot of trouble down the line:

Legal & Ethical Risks of DIY Installations

1. Liability Exposure:

If a system you installs fails, even due to manufacturer defects, you could still be held partially liable. This is especially true for critical systems like fire alarms or burglar alarms.

Lawsuits could claim negligence in installation, improper testing, or failure to warn about limitations.

2. Insurance and Licensing Requirements:

Depending on the area, installing alarm systems might require specific certifications or licenses. If you're not licensed and something goes wrong, the legal exposure could be worse.

You should look into liability insurance tailored for installers, even for "informal" jobs.

3. Contractual Agreements:

If you continue doing installs, you should use written agreements that clearly state you're not liable for system failures and that clients are responsible for testing and maintaining the systems. A lawyer can help draft something simple but protective.

Practical Advice for Simplisafe Installs

If you insists on sticking with Simplisafe, you should:

Document Everything:

Keep detailed notes on every install, including sensor locations, tests performed, and instructions given to the client. Documentation can help in case of a dispute.

Educate the Users:

Make sure your friends and neighbors understand the system’s limitations (e.g., signal range, susceptibility to interference). Simplisafe is not commercial-grade and has known quirks, so managing expectations is critical.

Avoid Life-Safety Devices:

Encourage professional-grade systems for fire alarms or other critical devices. Installing DIY-grade smoke detectors is a huge liability.

Suggest Alternatives

If you're open to expanding your offerings, you might consider transitioning to:

1. Zigbee/Z-Wave or other types of systems:

These are more reliable and customizable. You could learn to set them up for others if you get comfortable with them. Same legal advice applies.

2. Professional-Grade Systems:

Partnering with a local actual alarm company for installs could shift the liability away from you.

3. Stop Doing Installations:

This is the safest route if you're not interested in taking on the risks and responsibilities of being a professional installer.

It’s worth warning you now before something goes wrong—it might make help you rethink how (or if) you continue doing these types of installs.

@brookdavid117​ Unless I read your post incorrectly (which is a possibility) you are saying there is only chat support? I called in today and while I chose the customer service option, tech support was offered. I agree with you, for tech support, having a live phone call is the only way to go.  And as far as credit cards, again, live call vs chat if my preferred path.

@nmbearhug Yes, in order to enroll your Outdoor Camera Series 2 into Active Guard Outdoor Protection, it must be plugged in using the power cable. The Solar Panel is meant to top off the Outdoor Camera's battery after a day of use, but it isn't intended to charge the battery up all the way from 0 to 100%.

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