ADT Escapades

Item: Adt Security
Rating: 1

Last night, 14 June 2016, our house alarm started to go off; even when it was not activated. We received the necessary call to ask if everything is OK and on the first activation we stated: "everything is fine". On the second activation, my wife told the control centre that there was a technical problem; however the person put the phone down, not responding to my wife's claim of a technical problem. It seemed that the control centre proceeds through a checklist of questions and when that is complete, they put down the phone. After the third activation and the same interaction, I tried to call the control centre, in N1 City Goodwood, I was however cut off every time. I then called the main office in Johannesburg and told them about the technical problem and I require assistance to resolve the issue. I was told by the main office that they only respond to calls from the Johannesburg area and had nothing to do with the branches. The gentleman redirected my call to the N1 City branch, where someone eventually picked up. I informed them that we had unexplained activations of our alarm system and I was informed that it registered as a panic alarm. I asked the personnel if there is a way for them to disable the system from their side on which I was informed "No". I asked if a technician can be dispatched and I was informed that technicians can only be dispatched during working hours. I was told that a technician will get hold of me the next day (15 June 2016) to book a call. I instructed them to inform the technician to call me in the morning, so I can make arrangments to take off time from work to assist with access to the alarm system. On trying to bypass the panic zone, I found out that the panic zones cannot be bypassed, so I had to unplug the alarms system from the house's main power supply, however, the uninterrupted power supply took over; as expected. The system continued to activate, with the intervals getting shorter even up to after 22:00. I had to inform the neighbourhood watch that the activation was due to a technical problem after the neighbourhood started to complain about the incessant alarm siren. I phoned the N1 City control centre again to inform them that the situation has escalated, with the neighbours getting involved, I was informed that someone will get back to me. After 15 minutes and two activations, I received no call and called the centre again. They informed me that the technical advisor was busy and will get to me as soon as possible. The call came through 5 minutes later. I was informed by the technical advisor to unplug the alarm from the uninterrupted power supply, which switched off the system totally. This morning (15 June 2016), I received no call from technicians to arrange a call out. The control centre has not tried to call me or my wife to find out if everything is OK, seeing that the system is disconnected. So here's my concerns: If a panic alarm continues to activate and you ask the client if he/she is OK, don't you think to maybe the person is under duress and may try and communicate it with these repetitive actions? Why not at least sent out a patrol? How is it that no technicians are available 24/7? The only recourse for a client is to disconnect the system, which leaves the residence at risk, the very reason the client pays for security services. Since when does the main office not have powers over its branches? As the main office, that control centre should be able to handle issues nationally. How can a control centre just go through a checklist or something similar and not have the initiative or training to troubleshoot issues. All of these issues makes for a very irate and displeased client, who pays for a service, which does not get delivered effectively (at present no service is delivered at my residence and I'm paying).

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