Terrible Customer Service
We were having trouble with our base tower and camera issues and contacted customer service for help. We were told that we had the wrong batteries in the unit. When we received the system, there were no batteries with the tower and informed them of that. We had been using Alkaline batteries without any problems. I requested that they send me the rechargeable batteries along with a charger. I was told by the customer service representative to go out and buy the right batteries and charger. I insisted that they provide right ones. Again I was told that I was to go and purchase them. When I requested to speak with a supervisor or tech support, I was denied the opportunity. I was told by the customer service representative that a supervisor would call us in a couple of hours. Never received a call. I have worked in retail and if I treated a customer the way I was treated, I would have been fired. Simplisafe, you have problems with your system and your customer service and needs to be looked into more closely.
Reply from SimpliSafe
Hi Dennis,
Being told to go buy the batteries yourself when you had already asked us to send them, and then never hearing back from the promised supervisor, is not the standard we hold our team to. We apologize for the misinformation on the batteries and for the follow up call that never came.
On the actual Base Station power question: the Base Station batteries are meant to serve as backup only and generally should not need to be replaced under normal use, and the guide at support.simplisafe.com walks through what to check first. If a replacement is called for, we do provide both replacement batteries and the Base Station power cable directly, and the power cable is not sold in retail stores, so a purchase route would not have solved this on your end anyway.
We've requested your information so we can make this right, pull the call that got the wrong answer, and get the replacement moving if that is where this lands.
The SimpliSafe Team