SimpliSafe Customer Service
The SafeWise team has a lot to say about the SimpliSafe home security system. It’s earned spots in our rankings for best system for renters, best DIY system, as well as best home security systems overall. It also beat out competing systems like Ring and Brinks in our comparisons.
Clearly, the equipment is good. But what about the customer service experience? We took a deep dive into SimpliSafe’s policies, customer interactions, customer reviews, and customer service availability to find more.
Customer support from SimpliSafe
SimpliSafe customer resources
For DIY security users who want DIY answers, SimpliSafe offers pages of resources on its website to help you with your system. The online user manuals, FAQs, and customer forums are your first line of support.
Help Center
The Help Center is the hub of SimpliSafe’s online resources. You can search for topics at the top of the page or choose a specific product to find answers. The Help Center even has resources for older systems.
There are also links to FAQs about system use, general questions, orders and billing, and monitoring.
What we found
The Help Center has mostly surface-level answers about specific devices like the SimpliCam or Doorbell Camera Pro. So if you’re troubleshooting or confused about a feature, it’s a good place to start.
Once you dive into a category or product, you’ll find that the Help Center is more like a big FAQ. You can find short articles on how to use features or get links to other articles that might be helpful.
It’s a well-organized knowledge base and easy to move around and explore. Even if you’re only browsing SimpliSafe or just curious about DIY systems, the help center is a great resource for learning more. But if you have a very specific question about an issue, it may be best to give customer service a quick call.
SimpliSafe customer forums
While the Help Center is a good starting point, the SimpliSafe forum is ideal for asking specific questions. Here, you can talk to other customers, ask questions about your system, pitch ideas and suggestions, or talk about issues you’ve encountered.
You’ll need an account to post on the forum, but those without a SimpliSafe account can still browse and see what current customers are saying.
Along with the Customer Support Forum, SimpliSafe has a Safe City Living Forum about topics like general safety, local safety, insurance, identity theft prevention, and dealing with a break-in.
However, when we dove into these forums, the discussions felt more general than the topics suggest. We mostly saw people ask about uses for their devices and ask questions about their SimpliSafe system.
Contacting SimpliSafe
If you’re unable to find answers through the Help Center or forums, there are several ways to contact SimpliSafe directly.
Call center
SimpliSafe has one customer service number for any issues or questions you may have. From devices and troubleshooting to billing and returns, this is the number to call.
The customer number 1-888-910-1215 is open every day from 8 a.m. to 12 a.m. EST.
We called SimpliSafe with a couple of simple questions to see how their customer service reps did. We were met with a phone menu that led us to a real person. Laurie was patient with our questions and didn’t mind us asking follow-ups.
But while it’s nice to speak to a human when you have specific questions, SimpliSafe’s customer lines aren’t open all day every day like other security companies.
That said, these service lines are different from the 24/7 professional monitoring. You’ll get a call from the monitoring professionals if your system is triggered in an emergency. They keep an eye on your system day and night in case something happens.
Email support
If phone calls aren’t your forte or you have a question that isn’t urgent, you can email SimpliSafe with questions or for tech support. Current and prospective customers alike can shoot the company an email to learn more about the system or its policies.
Social media
You can contact SimpliSafe via Twitter or Facebook to give them feedback or ask questions.
And if you capture a funny or exciting moment on your SimpliCam or have a story about SimpliSafe protecting your home, share it on social media with the company. Chances are the company will share your story too.
SimpliSafe policies
Just like the company’s straightforward pricing and installation, SimpliSafe’s policies are easy to understand. Working with SimpliSafe to return, cancel, or change your account is much easier without being tied to a contract.
For most changes to your account, you can make adjustments online or through the SimpliSafe app. But things like returns and cancellations require a quick call to customer service.
SimpliSafe returns and refunds
If you decide your SimpliSafe system isn’t a good fit, returns take only a few steps—no cancellation fees or verbal sparring required.
That said, you’ll need to return your system within 60 days of purchase to get a full refund. To get started, email customer service or call the service number. SimpliSafe will send you a shipping label, and you’ll receive a refund in three to five business days.
While you aren’t likely to get a refund 60 days after your purchase, it isn’t impossible. The customer service rep we spoke with said it “depends on the circumstances.”
If something malfunctions or your unit is damaged, you can ask SimpliSafe for a replacement, and it’ll send you a shipping label to swap out your equipment.
Unfortunately, we saw customer complaints from BBB that disputed this. One, in particular, said their refund hadn’t arrived over 30 days after they returned their equipment.
SimpliSafe cancellation
Without contracts, canceling service with SimpliSafe is pretty easy. To cancel or change monitoring plans, contact the customer service number. Just have your safeword and account info ready when you call to cancel.
If you’re upgrading your plan, you can do that directly through the SimpliSafe app or your online account.
Read more about home security cancellation policies in our guide.
SimpliSafe warranty
SimpliSafe customers get a three-year warranty on their security systems. If a sensor, camera, or base station breaks or malfunctions, you can send it in for a replacement within three years of your purchase date.
SipmliSafe customer reviews
When we dove into customer reviews straight from the source, we found quite a mixed bag of complaints, praises, and questions from customers across the country:*
- On Trustpilot, SimpliSafe earned four out of five stars from over 9,600 customers. Most reported a great experience with the product and helpful customer service, but we saw a fair share of complaints as well.
- Of the 54 customers who reviewed SimpliSafe on Consumer Affairs, most gave the company a poor rating, resulting in one star.
- While the Better Business Bureau gave SimpliSafe A+ accreditation, the 134 customer ratings averaged another one-star review.
For the most part, the negative reviews on both Consumer Affairs and the BBB focused on faulty equipment or unresponsive customer service.
*Ratings as of January 2021
SimpliSafe customer service FAQ
SimpliSafe is a no-contract DIY system that tends to top our charts. We’ve rated it as one of the best systems for renters and DIY systems along with others like Frontpoint, Cove, and ADT Blue.
SimpliSafe equipment varies on which package you get, but monitoring services start at $14.99. Equipment packages start at $229.00.*
*Prices as of 1/27/2021
Yes, but you need to contact customer service to get started. If you have issues with your equipment, tell SimpliSafe, and it’ll send you a shipping label to send off the faulty device. Then it’ll send you a replacement.
SimpliSafe offers full refunds and returns within 60 days of purchase. After 60 days, you can send your system back, but you may not get a full refund. The good news is, you won’t have to deal with cancellation fees for monitoring after the trial period.
Learn more about SimpliSafe from our full review. We also cover SimpliSafe equipment like the smart lock, SimpliCam, and video doorbell.
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