Adt no response
On the 14 jan 2021, I had a fire at home, we activated the emergency and Adt did not respond. I called a few days later to find out that they received the emergency signal at 10.02 and they responded at 10.27. They spoke to onlookers and left. They did not bother to check if I, the account holder was safe nor did they contact emergency services. I asked to speak to a manager and I was promised that they would contact me. I had expressed my disgust at the service and desire to cancel. A person from retention called me, and again promised me that a manager would contact me. It's almost a month now and I am still waiting for a callback. Today, 10 feb, i received and email asking for payments ...
I feel that adt treats its customers with contempt and evade reasonable questions. They are selling a service which they are actually unable to deliver. I have two accounts with this company for many years, and the first life threatening emergency I had, they were nowhere to be seen.
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Replies (3)
Adt Security's replyOfficial
11 Feb 2021, 08:45Dear ****r Mohamed
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 reply11 Feb 2021, 08:45
Official
Dear ****r Mohamed
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
15 Feb 2021, 16:46I received a call from Regional manager for my area. He was very apologetic, but sadly had no satisfactory answers to my questions. He also explained that there is a surge in responses due to load-shedding, but acceded that the panic alarm should have been a priority. Nevertheless, 20 minutes from the point of triggering the panic alarm is very distressing for me.
The explanation i received as to why the responding personnel did not contact me to ensure I was safe was not solid enough to excuse.
He asked me if anyone had contacted me from management, to which i said no. He mentioned two names. Then he said that, they were handling this issue internally, whatever that may mean.
He did try to offer me a solution, by way of looking at fees etc...to which I had told him, that the relationship between myself and my safety and security company is one that should be based on trust and had little to do with money. Trust that they will be there when I need them, and I have no assurance that ADT can deliver such and the explanations i was offered have no plan to ensure my peace of mind for a future partnership with ADT. on the contrary, as I understand, the loadshedding problem will be a part of our future reality, and security companies do not have a plan to overcome this challenge.
I still await the call from Social media officer as promised here. I did miss a call from ADT in cpt, however it was not followed up with a message so I have no idea who tried to contact me on the 12th
The explanation i received as to why the responding personnel did not contact me to ensure I was safe was not solid enough to excuse.
He asked me if anyone had contacted me from management, to which i said no. He mentioned two names. Then he said that, they were handling this issue internally, whatever that may mean.
He did try to offer me a solution, by way of looking at fees etc...to which I had told him, that the relationship between myself and my safety and security company is one that should be based on trust and had little to do with money. Trust that they will be there when I need them, and I have no assurance that ADT can deliver such and the explanations i was offered have no plan to ensure my peace of mind for a future partnership with ADT. on the contrary, as I understand, the loadshedding problem will be a part of our future reality, and security companies do not have a plan to overcome this challenge.
I still await the call from Social media officer as promised here. I did miss a call from ADT in cpt, however it was not followed up with a message so I have no idea who tried to contact me on the 12th
's update15 Feb 2021, 16:46
Reviewer Update
I received a call from Regional manager for my area. He was very apologetic, but sadly had no satisfactory answers to my questions. He also explained that there is a surge in responses due to load-shedding, but acceded that the panic alarm should have been a priority. Nevertheless, 20 minutes from the point of triggering the panic alarm is very distressing for me.
The explanation i received as to why the responding personnel did not contact me to ensure I was safe was not solid enough to excuse.
He asked me if anyone had contacted me from management, to which i said no. He mentioned two names. Then he said that, they were handling this issue internally, whatever that may mean.
He did try to offer me a solution, by way of looking at fees etc...to which I had told him, that the relationship between myself and my safety and security company is one that should be based on trust and had little to do with money. Trust that they will be there when I need them, and I have no assurance that ADT can deliver such and the explanations i was offered have no plan to ensure my peace of mind for a future partnership with ADT. on the contrary, as I understand, the loadshedding problem will be a part of our future reality, and security companies do not have a plan to overcome this challenge.
I still await the call from Social media officer as promised here. I did miss a call from ADT in cpt, however it was not followed up with a message so I have no idea who tried to contact me on the 12th
The explanation i received as to why the responding personnel did not contact me to ensure I was safe was not solid enough to excuse.
He asked me if anyone had contacted me from management, to which i said no. He mentioned two names. Then he said that, they were handling this issue internally, whatever that may mean.
He did try to offer me a solution, by way of looking at fees etc...to which I had told him, that the relationship between myself and my safety and security company is one that should be based on trust and had little to do with money. Trust that they will be there when I need them, and I have no assurance that ADT can deliver such and the explanations i was offered have no plan to ensure my peace of mind for a future partnership with ADT. on the contrary, as I understand, the loadshedding problem will be a part of our future reality, and security companies do not have a plan to overcome this challenge.
I still await the call from Social media officer as promised here. I did miss a call from ADT in cpt, however it was not followed up with a message so I have no idea who tried to contact me on the 12th
Adt Security's replyOfficial
16 Feb 2021, 12:54Dear ****r Mohamed
the Social Media Officer was the one trying to call you on the date of your complaint from Cape Town, but got voicemail, hence the escalation to the Armed Response Manager in KZN to call you further explain.
According to the feedback, all questions was dealt with accordingly by the Armed Response Manager.
The Social Media Officer is there to confirm receipt of the complaint and then escalates it to the relevant department's Manager to call and further discuss and cannot answer Armed Response questions.
The Armed Response Manager, whom you spoke to, was the one who answered your concerns.
A Customer Services agent will call you today to further discuss the way forward.
Kind Regards
Fidelity-Adt
the Social Media Officer was the one trying to call you on the date of your complaint from Cape Town, but got voicemail, hence the escalation to the Armed Response Manager in KZN to call you further explain.
According to the feedback, all questions was dealt with accordingly by the Armed Response Manager.
The Social Media Officer is there to confirm receipt of the complaint and then escalates it to the relevant department's Manager to call and further discuss and cannot answer Armed Response questions.
The Armed Response Manager, whom you spoke to, was the one who answered your concerns.
A Customer Services agent will call you today to further discuss the way forward.
Kind Regards
Fidelity-Adt
Adt Security's reply16 Feb 2021, 12:54
Official
Dear ****r Mohamed
the Social Media Officer was the one trying to call you on the date of your complaint from Cape Town, but got voicemail, hence the escalation to the Armed Response Manager in KZN to call you further explain.
According to the feedback, all questions was dealt with accordingly by the Armed Response Manager.
The Social Media Officer is there to confirm receipt of the complaint and then escalates it to the relevant department's Manager to call and further discuss and cannot answer Armed Response questions.
The Armed Response Manager, whom you spoke to, was the one who answered your concerns.
A Customer Services agent will call you today to further discuss the way forward.
Kind Regards
Fidelity-Adt
the Social Media Officer was the one trying to call you on the date of your complaint from Cape Town, but got voicemail, hence the escalation to the Armed Response Manager in KZN to call you further explain.
According to the feedback, all questions was dealt with accordingly by the Armed Response Manager.
The Social Media Officer is there to confirm receipt of the complaint and then escalates it to the relevant department's Manager to call and further discuss and cannot answer Armed Response questions.
The Armed Response Manager, whom you spoke to, was the one who answered your concerns.
A Customer Services agent will call you today to further discuss the way forward.
Kind Regards
Fidelity-Adt