Improving SimpliSafe for Larger Homes and Varied Construction Types: A Customer Perspective

As a homeowner with a large, brick-and-plaster construction, I’ve been using SimpliSafe for my security needs, along with DIY solutions where SimpliSafe has been less than adequate. While the system works well for smaller homes or those with simpler layouts, there are significant challenges when it comes to ensuring reliable coverage and efficient performance in larger homes with more complex construction. After extensive testing, feedback, and troubleshooting, I’d like to highlight a few key issues that affect customers like myself and offer suggestions for improvement, both from a customer perspective and a business viewpoint for SimpliSafe.

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Key Issues with SimpliSafe in Larger Homes or Complex Structures

1. RF Signal Limitations: One of the main challenges in larger or complex homes—especially those with thick brick walls and plaster interiors—is the reliability of RF communication between devices. My experience has shown that SimpliSafe’s base station and cameras struggle to maintain a stable RF connection, particularly with outdoor cameras. Despite using multiple base stations (offered as a solution), the system still fails to communicate reliably, leading to signal drops for many customers and ultimately rendering cameras and sensors unreliable for security purposes.

2. Challenges with Multiple Base Stations: In a larger home or one with thick walls, a single base station is often insufficient. While SimpliSafe provided a second base and keypad to improve coverage, the solution was temporary and ultimately ineffective since they can't be linked together. This is a significant limitation for customers in homes where RF signal penetration is a challenge. Currently, the system only allows one base station per account, which creates a bottleneck for those needing multi-base solutions or RF extenders.

3. Outdated Installation and Troubleshooting Advice: It’s common for SimpliSafe support to recommend solutions that, while well-intentioned, don’t fully address the underlying issues. For example, when troubleshooting poor signal reception, users are often advised to simply move the base station. However, this can result in unintended consequences, such as signal drops to other devices. The advice also often overlooks the unique challenges posed by specific construction types—magnetic interference from metal doors can "disable sensors" if not properly accounted for, rather than demagnetizing them, which can be a common frustration for users.

4. Outdoor Camera Reliability: SimpliSafe’s outdoor cameras, often bundled with their systems, rely heavily on RF communication and are prone to signal drops—especially in areas of the home with poor RF coverage. This issue is amplified when using battery-powered or solar-powered cameras only. For customers with larger homes or outdoor areas to monitor, these cameras can be frustratingly unreliable, resulting in missed alerts or faulty recordings. As a result, users often feel compelled to seek alternatives, leading to dissatisfaction or even the abandonment of the system altogether.

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Suggestions for Improvement and Value to Both Customers and SimpliSafe

1. Allow Multiple Base Stations for Signal Extenders: A sales add-on. A key improvement for larger homes or those with complex construction would be the ability to link multiple base stations or incorporate them as signal extenders into one account. This would help solve the issue of inadequate RF coverage and provide more flexibility for customers with large or multi-story complex homes. Not only would this improve system reliability, but it would also enhance customer satisfaction, potentially increasing user retention and enhanced confidence in their subscriptions and monitoring services.

2. Provide Better Support and Guidance for Diverse Construction Types: A clearer understanding of the challenges specific to different home types—such as brick homes, thick plaster interiors, metal doors, or homes with large square footage, stucco—would go a long way in offering practical installation guidance and placement of multiple base stations. Tailored troubleshooting steps that account for the unique characteristics of each construction type would enhance the customer experience and reduce frustration for users, ultimately improving SimpliSafe’s customer service reputation.

3. Address Outdoor Camera Limitations: If SimpliSafe’s cameras are to remain a core offering, they need to be more resilient to RF signal drops, especially in larger or more challenging environments. Improving signal reliability, particularly for outdoor cameras, would allow users to rely more heavily on them for comprehensive security coverage. This could be achieved by integrating more robust communication technology or allowing users to pair cameras and sensors with multiple base station repeaters as alternative RF repeaters, linked via firmware or the app.

4. Acknowledge Customer Input and Foster a Collaborative Community: While SimpliSafe has an active community forum, it’s often frustrating to see users provide valuable insights or share feedback only to be met with generic or inaccurate advice. A more collaborative approach where customers are acknowledged for troubleshooting solutions or proven workarounds could build a more trustworthy brand. Encouraging customers to participate in feedback loops would allow SimpliSafe to address real-world issues more effectively, enhancing customer loyalty.

Additionally, and suggested by other customers, webinars, live community discussions, and comprehensive installation/troubleshooting videos could foster a more engaged and empowered user base.

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Conclusion: How Improvements Could Benefit Both SimpliSafe and Customers

SimpliSafe has built a solid reputation for offering affordable, DIY security solutions for smaller homes. However, to better serve customers with larger homes or non-standard construction, the company should consider investing in enhanced RF solutions and greater flexibility with system configurations. Allowing users to link multiple base stations or extend coverage could be a significant improvement that benefits both SimpliSafe and its customers.

By addressing these challenges, SimpliSafe could capture a larger share of the market for larger home security solutions, reducing customer churn and increasing satisfaction. For customers like myself, the ability to fully rely on the system would significantly enhance the overall value, ensuring both security and peace of mind.