Chat to return sensors/get install (3/15/2023)
Time Zone : America/Phoenix
Chat Started : Wed, 15 Mar 2023 09:40:52
(Wed, 15 Mar 2023 09:40:52) SimpliSafe Assistant : Welcome to the SimpliSafe Digital Assistant Experience. How can we help you
today?
(Wed, 15 Mar 2023 09:40:57) MaryBeth : Help with Product Setup
TextPostBack:Help with Product Setup
(Wed, 15 Mar 2023 09:40:58) SimpliSafe Assistant : Which of the following can we help you with?
(Wed, 15 Mar 2023 09:41:04) MaryBeth : Install a Product
TextPostBack:Install a Product
(Wed, 15 Mar 2023 09:41:05) SimpliSafe Assistant : What Product are you trying to install?
(Wed, 15 Mar 2023 09:42:00) MaryBeth : Hello--I had a chat a few weeks ago about three of our sensors not working; we
did all the re-boot and everything possible but not working. We need to replace
and we would also like to have someone come to finish our install so we can
start using SimpliSafe. Thank you.
(Wed, 15 Mar 2023 09:42:01) SimpliSafe Assistant : We didn't quite understand that.
(Wed, 15 Mar 2023 09:42:01) SimpliSafe Assistant : Let's transfer you to someone who can help.
(Wed, 15 Mar 2023 09:42:01) SimpliSafe Assistant : ContactDetailsForm:
First, what's your name?
(Wed, 15 Mar 2023 09:42:16) MaryBeth : First Name MaryBeth
ContactDetailsPostBack: NAME:MaryBeth
(Wed, 15 Mar 2023 09:42:29) SimpliSafe Assistant : You will soon be connected to one of our experts. Please wait a few moments
(Wed, 15 Mar 2023 09:43:15) SimpliSafe Assistant : Hello MaryBeth, thank you for reaching out to us here at SimpliSafe. We are
sorry to hear that you are having an issue with your Sensors. Rest assured that
we are here to help you with that.
(Wed, 15 Mar 2023 09:43:37) SimpliSafe Assistant : To better assist you, your security is our top priority. In order to access
your account, could you please provide the following information associated
with your account in this secure form?
https://simplisafe.support/3JDHqe5
(Wed, 15 Mar 2023 09:43:38) MaryBeth : We also would like someone to finish our install.
(Wed, 15 Mar 2023 09:44:29) SimpliSafe Assistant : We are happy to know that you are excited to finish the installation process to
your SimpliSafe System. For professional installation, we partner with a
company called OnTech. Check out this website for service area information,
pricing details, and to schedule a time that works best for you!
https://simplisafe.support/3YRi40T
(Wed, 15 Mar 2023 09:44:37) SimpliSafe Assistant : We highly appreciate your time in filling out the secure form. Please allow us
a moment to pull up your account.
(Wed, 15 Mar 2023 09:46:19) SimpliSafe Assistant : Thank you for patiently waiting, we have now verified your account. May we know
is this the steps that you have already performed on your Sensors, correct? 1.
Remove the sensor's battery for two minutes, and then add it again. (Slide the
Entry Sensor off of its mounting bracket.) 2. Open the Menu on your Keypad
(using your Master PIN) 3. Select "Devices" and navigate to the device you'd
like to remove. Select it with the correct rocker. 4. Scroll to the bottom of
the sensor's listed settings and select "Remove." Confirm the removal with the
correct rocker. 5. Press "Off" to exit the menu. And then, please open the menu
on your Keypad (using your Master PIN) and select "Devices," then "Add device,"
and follow the instructions.
(Wed, 15 Mar 2023 09:46:52) MaryBeth : Yes, we did all that -- twice. the sensors do not work
(Wed, 15 Mar 2023 09:47:41) SimpliSafe Assistant : Thank you so much for your efforts. Is your 3 Sensors that is having an issue
are located on the same place?
(Wed, 15 Mar 2023 09:48:05) MaryBeth : They are in our sanctuary (in different areas throughout)
(Wed, 15 Mar 2023 09:48:48) SimpliSafe Assistant : We appreciate your response, and your patience. Have you already power cycle
your Base Station, right?
(Wed, 15 Mar 2023 09:49:06) MaryBeth : Is it possible to get someone to replace and finish setting up our system? We
understand we need to pay for install.
(Wed, 15 Mar 2023 09:49:57) SimpliSafe Assistant : Yes, definitely we do have the On-Tech the professional installer. You can
refer to this link:
https://simplisafe.support/3JGWnvP
(Wed, 15 Mar 2023 09:50:08) MaryBeth : And correct on base station. We would really like someone here to finish. We
are anxious to use!
(Wed, 15 Mar 2023 09:50:48) MaryBeth : so if I do the install -- will the sensors get replaced or is that a whole
separate issue.
(Wed, 15 Mar 2023 09:51:38) SimpliSafe Assistant : We totally understand that, and we can't wait for you to install the SimpliSafe
system and use it for your security needs.
(Wed, 15 Mar 2023 09:52:45) SimpliSafe Assistant : Good question. We can process this replacement for you here on our end, and you
can wait when it will arrive, and that is the time you contact On-Tech to
install it for you. That is what we can suggests here on our end.
(Wed, 15 Mar 2023 09:54:14) MaryBeth : Okay; thank you. Can we give installer our current sensors or will I have to
send them to you prior to us getting new sensors.
(Wed, 15 Mar 2023 09:55:45) SimpliSafe Assistant : You're very much welcome. We can process the order replacement here on our end,
and it will be delivered on your home.
(Wed, 15 Mar 2023 09:56:28) MaryBeth : Yes, but do I need send the defective sensors or can I give to installer?
(Wed, 15 Mar 2023 09:57:18) SimpliSafe Assistant : Thank you for your clarification, Marybeth. You will need to send back the
defective Sensors here in SimpliSafe.
(Wed, 15 Mar 2023 09:57:38) MaryBeth : Okay, thank you!
(Wed, 15 Mar 2023 09:58:08) MaryBeth : Do you need them before new ones will be shipped? We need three.
(Wed, 15 Mar 2023 09:58:58) SimpliSafe Assistant : We should be the one thanking you. You can return the defective after we
process the replacement. To proceed, please fill out this form for the shipping
address:
https://simplisafe.support/40995ZL
(Wed, 15 Mar 2023 09:59:54) SimpliSafe Assistant : Thank you so much for that. Please allow us a few moments to process this for
you.
(Wed, 15 Mar 2023 10:00:03) MaryBeth : Thank you.
(Wed, 15 Mar 2023 10:01:14) SimpliSafe Assistant : You're very much welcome. Thank you for your patience, we highly appreciate it.
We have successfully placed the replacement order for your 3 Entry Sensors.
This order will take a minimum of 1 business day to be prepared. Once the
package leaves our warehouse, you will receive an email with the tracking
information. You can expect the device from 4 to 5 business days after it is
shipped. You’ll receive an email shortly with a shipping label you can use to
send back your items. Simply print out the label, which expires in 7 days, and
use any box that fits the items to ship them back via USPS. You can check this
link on how to install your device:
https://simplisafe.support/3ZQ214q
(Wed, 15 Mar 2023 10:02:08) MaryBeth : Great; thanks so much
(Wed, 15 Mar 2023 10:02:40) SimpliSafe Assistant : Thank you so much for your cooperation, and patience on dealing on this one.
Have we addressed all of your concerns to your satisfaction today?
(Wed, 15 Mar 2023 10:03:09) MaryBeth : I believe so. Thanks again and enjoy your day.
(Wed, 15 Mar 2023 10:03:49) SimpliSafe Assistant : You're welcome! Thank you for contacting SimpliSafe and being a valued
customer. Don't hesitate to reach out to us for any future questions or
concerns. It was a pleasure talking to you. You, too, have a great rest of your
day, MaryBeth!
(Wed, 15 Mar 2023 10:03:52) SimpliSafe Assistant : Survey:Survey with title [ ] is not submitted