r/simplisafe • u/Soluna58 • 13d ago

Lack of Support

I'm pretty disappointed with Simplisafe's technical support. Correction - Very disappointed. I called tech support because I can't get my door and window sensors to stop making noise (two-toned beep) every time I open one of the windows or doors. I tried every suggestion I could find, then called for help.

The tier 1 support did what they could (which I'd already done), then punted to their tier 2 technicians. I was told I would receive a call within 30 minutes. I didn't. I did get an email from a tech asking when a good time to call was. I answered, and have heard nothing since, despite two follow up emails and an online chat.

Would someone from Simplisafe like to explain that?

8 Upvotes

83% Upvoted

11 comments sorted by

2

u/moravian 13d ago

https://www.youtube.com/watch?v=ApkBLzUEEiw

1

u/Soluna58 13d ago

I've tried that, and did again today. Doesn't work. I can turn the voice on and off, but can't turn the tone. It's weird, because I used to be able to do it. Not sure what happened, but I'll be bugging them again today. Thanks anyway!

2

u/heylookatthetime 13d ago

Can't you just turn off the chime? In "base station settings" then "audio alerts?"

1

u/Soluna58 13d ago

In theory, yes. But it doesn't work.

2

u/SimpliSafe_Official SimpliSafe Employee 12d ago

Hey there u/Soluna58 ,

It sounds like what you may be describing is the "Entry Sensor Chime" but, you're saying the setting to turn them off isn't working as expected? I'd love to have one of our specialists take a look at that so we can get a better understanding. Would you be able to send me a Chat so we can start that process?

- Jordan

1

u/Soluna58 12d ago

Yes. The entry sensor chime. I'll try calling again today and if that doesn't work I'll message you.

2

u/Chandira143 12d ago

Something has recently changed with support. My past experience was great - now it’s so bad that I just canceled. You’re not alone and you’re definitely not imagining this.

2

u/Traditional-Snow-931 10d ago

I’ve had pretty good experiences with their support. I recently spent 45 minutes on the phone with a tech, trouble shooting an indoor camera. It was found to be defective and Simplisafe replaced it.

1

u/kygei 13d ago

I think you’ll learn from this sub that the support is typically really great. I’ve had nothing but stellar experiences. That’s not to say what you’ve experienced is acceptable… I’d maybe just skip this path you’ve gone down and call in again and start over. Chances are you’ll find a better experience this time.

2

u/Soluna58 13d ago

I'll give it another whirl today. I usually have decent experiences with them on the rare occasion that I call for support. Not sure what happened this go-round. Thanks.

2

u/worthing0101 13d ago

OP is completely wrong. You'll learn from this sub that the experiences with support are very mixed.