Manager doesn't see the need to call back a customer

I have been a customer of ADT for over 12 years and the service that I am currently receiving makes me want to me to another security company. I replaced my alarm battery on the 6/3/2018 after having my previous battery for over 10 years and I noticed last week that after 2 hours if load shedding my battery dies. Which means that my home is not secured.

2 weeks ago I called ADT and spoke to a consultant and explained to him the problem, he said that there is nothing wrong with you battery let me help you reset it over the phone. I was very surprised that he ciuld reset my battery over the phone after me informing him that it dies.

On Tuesday the 14/01/2020 we had our power cables ****** in the early hours of the morning from our area and once again after 2 hours my alarm battery was dead, which means my house was not secured.

When the power came back after 10 hours ADT called me as there was an alarm activation on my premises. While confirming with the lady that called that everything is fine but this is my problem that I am experiencing with my battery, she says hold on let me put you to the correct department. I get through to that department and explained to this gentleman what is the problem and then he says sorry you need to speak to another department for assistance.

Finally I get through to that department and speak to a Tsholo Khwele. I explained to her listen my battery dies after 2 hours and that is still a new battery. My previous battery that I had lasted me much longer. So she says that there is no guarantee on the battery and the battery could be damaged with the load shedding. So I asked her that we used to have load shedding previously as well and my older battery lasted longer.

I asked her why should I be impacted to pay for a new battery and labour when it is not my fault. She says okay I will not charge you for the battery but for labour. The funny thing is that the labour has increased from R215 in 2018 to nearly R500 in 2020. So I said to her it is actually more than doubled. I asked to speak to her manger. She put me on hold and said that she is not available. I asked her to please ask her to call me as a matter of urgency and till today GALAFANI MASILELA hasn't called me to find out what are my concerns.

So is this how managers behave where they don't care about their customers? I need a call from ADT as a matter of urgency or I will take my business to Monitor Net.