Deplorable Service & Communication

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whNewman1973's review of ADT Security System


“Deplorable Service and Communication”

Written on: 31/03/2022 by whNewman1973 (1 review written)

We have had real trouble with ADT's service as a whole in the last month. Below is a complaint sent to them which they have yet to acknowledge - I would hope they might acknowledge this here. This service is unacceptable.

We were recently subject to a power surge that caused a fault in the panel, which caused it not to be able to communicate with the app or with our cameras. This occurred on 1st March 2022. We first attempted to troubleshoot this to no avail, and then called out an engineer on 4th March, who visited promptly on 7th March. He identified the problem and coordinated a solution. We were initially told that a part had been ordered, and that the bookings team would be in touch when this arrived.

We received a call on 10th March at 0905 to ask us if we had availability in 30 minutes to fit the new part. This was significantly short notice that we were unable to accommodate this. We were told the bookings team would be in touch to reschedule the visit. No calls were received for 4 days.

We called the ADT helpline on 14th March to follow this up, and the representative I spoke to was still under the impression that the parts were not received. They offered to book an appointment for 18th March. We received a text message on 15th March detailing that the visit would be delayed to 22nd March. Due to the discrepancy between the date on the text message (15th March – image attached) and the date previously given to me (17th March) we attempted to contact ADT. The wait times were long enough that we were unable to do so.

We called the ADT helpline on 18th March to clarify. The representative we spoke to was unaware of the part having been delivered. They were also insistent that it had been rescheduled despite acknowledging the discrepancy from the text message. They then rescheduled the appointment for 24th March due to our unavailability on 22nd March.
24th March – we waited from 0830 to see when the engineer might arrive. At 1204, we called the ADT helpline and was reassured that an engineer would attend. We waited until 1730 before calling your helpline again, where we were informed by a representative that the engineer was unable to come today.
At my request, the representative informed us that the system had been updated at 1232 to highlight that an engineer would not attend. No effort on the part of the engineer or bookings team was made to contact us.

We were reassured that the bookings team would contact us to reschedule as soon as possible.
31st March - One week later, bookings team has not contacted and the representative has told us that again, an engineer has been booked for 1st April without any attempt to let us know or ask availability.
While this panel is not communicating, we have had unexpected calls from an automated helpline, at times in the early hours of the morning.
03/03/2022 – 0801 (1 call)
08/03/2022 – 0353 (2 calls), 0439 (1 call), 0440 (1 call), 0527 (1 call)

We also receive daily reminders from the app that the panel is not able to communicate.
We have also received a letter to this effect despite us highlighting this. It is clear that their automated systems are dissociated from the personnel on the ground.

  • Over 1 Year

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