Admin office not responding to technical faults
A fault reported early in the morning as not attended to. A late afternoon follow-up resulted in a call from a lady at their Nelspruit branch. She did not give her name when asked and terminated the call before doing so. She refused to give an approximate time for the technician to visit and made the entire process difficult. This poor handling of the situation was unexpected as the response teams are always friendly, courteous and professional.
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Adt Security's replyOfficial
17 Jan 2020, 15:02Dear Client
We thank you for bringing this to our attention. You will be contacted by our Social Media Officer as soon as possible to discuss further.
Kind regards
Fidelity-Adt
We thank you for bringing this to our attention. You will be contacted by our Social Media Officer as soon as possible to discuss further.
Kind regards
Fidelity-Adt
Adt Security's reply17 Jan 2020, 15:02
Official
Dear Client
We thank you for bringing this to our attention. You will be contacted by our Social Media Officer as soon as possible to discuss further.
Kind regards
Fidelity-Adt
We thank you for bringing this to our attention. You will be contacted by our Social Media Officer as soon as possible to discuss further.
Kind regards
Fidelity-Adt
's updateReviewer Update
17 Jan 2020, 17:34Good day - I received 1 x phone call while driving and asked the person to call me back in 15 minutes, which she undertook to do, that was 2 hours ago. It is now after 5 on a Friday -is someone still going to phone?
The technician did not arrive last night as specified by your 'unnamed' Nelspruit staff member even after she was advised they will not be able to reach us telephonically (to his credit the technician did try to call) -refer to your recorded messages.
The technician has still not arrived - we are still without an alarm -is he still coming? He told us he would be here between 3pm & 4pm today. Even if he does arrive, if this is the time it takes to get a quote to repair a lightning damaged system, how long will it take to get the actual work done?
We will be contacting other service providers in our area now to see if they are willing to assist which is sad as your staff on your response teams are wonderful but it doesn't help how good they are when the office does nothing to assist.
Your 'national' number says they can't assist as they are not in our area and only the local office can assist.
Staying your client is a struggle - it's a pity a red one star can't be downgraded further.
The technician did not arrive last night as specified by your 'unnamed' Nelspruit staff member even after she was advised they will not be able to reach us telephonically (to his credit the technician did try to call) -refer to your recorded messages.
The technician has still not arrived - we are still without an alarm -is he still coming? He told us he would be here between 3pm & 4pm today. Even if he does arrive, if this is the time it takes to get a quote to repair a lightning damaged system, how long will it take to get the actual work done?
We will be contacting other service providers in our area now to see if they are willing to assist which is sad as your staff on your response teams are wonderful but it doesn't help how good they are when the office does nothing to assist.
Your 'national' number says they can't assist as they are not in our area and only the local office can assist.
Staying your client is a struggle - it's a pity a red one star can't be downgraded further.
's update17 Jan 2020, 17:34
Reviewer Update
Good day - I received 1 x phone call while driving and asked the person to call me back in 15 minutes, which she undertook to do, that was 2 hours ago. It is now after 5 on a Friday -is someone still going to phone?
The technician did not arrive last night as specified by your 'unnamed' Nelspruit staff member even after she was advised they will not be able to reach us telephonically (to his credit the technician did try to call) -refer to your recorded messages.
The technician has still not arrived - we are still without an alarm -is he still coming? He told us he would be here between 3pm & 4pm today. Even if he does arrive, if this is the time it takes to get a quote to repair a lightning damaged system, how long will it take to get the actual work done?
We will be contacting other service providers in our area now to see if they are willing to assist which is sad as your staff on your response teams are wonderful but it doesn't help how good they are when the office does nothing to assist.
Your 'national' number says they can't assist as they are not in our area and only the local office can assist.
Staying your client is a struggle - it's a pity a red one star can't be downgraded further.
The technician did not arrive last night as specified by your 'unnamed' Nelspruit staff member even after she was advised they will not be able to reach us telephonically (to his credit the technician did try to call) -refer to your recorded messages.
The technician has still not arrived - we are still without an alarm -is he still coming? He told us he would be here between 3pm & 4pm today. Even if he does arrive, if this is the time it takes to get a quote to repair a lightning damaged system, how long will it take to get the actual work done?
We will be contacting other service providers in our area now to see if they are willing to assist which is sad as your staff on your response teams are wonderful but it doesn't help how good they are when the office does nothing to assist.
Your 'national' number says they can't assist as they are not in our area and only the local office can assist.
Staying your client is a struggle - it's a pity a red one star can't be downgraded further.