Pathethic Customer Support from ADT!

In December 2022, I called ADT call center as I was not receiving my monthly statements and my alarm system was 5 years old so I wanted to get advise regarding an upgrade. The customer service arranged for a ADT consultant to come to my premises to do an evaluation on 17 December 2022 the consultant's name was Siboniso Mavimbela. On the 17 December 2022 Siboniso did not arrive at my premises and did not even bother calling to notify me that he was not coming.

On 17 December I called ADT customer support to notify them that Siboniso did not arrive and they were very flippant about it and said that they would reschedule. I then told them that I did not want Siboniso to be booked again as he clearly was not professional and asked for another consultant. Customer support then booked Innocent Mkhize for 19 December 2022.

Innocent arrived on the 19 December and stated that my battery pack was not working and that I was at risk during a power failure. I asked why ADT did not notify me about the battery not working as they should be monitoring and testing these systems, he responded that he didn't know and that I should ask customer support. He had agreed to send through a quote to me for a new battery pack and for an installation of the latest alarm system.

I waited for about 2 days for Innocent to email me the quotes which never arrived. So on the 21 December I called customer service again to enquire about the quotes and to negotiate a better rate. The first lady I spoke to at customer service told me that Innocent was informed and that he would send me the quote and she then rudely hangup on me without giving me the opportunity to respond or to ask for a better rate.

I immediately called ADT customer service back and a different agent answered and I told her that the first agent hangup on me and that I wanted to speak to a supervisor to complain about this. She said that her supervisor is busy but that she had made a note of my complaint and would ask her supervisor to call me back immediately. I then proceeded to negotiate a new rate with this agent and reminded her of the quote which was outstanding which she promised to send through and of the supervisor's call.

It is now 03 January 2023, I have not received a call back from the Supervisor as promised regarding the rude consultant nor have I received any of the promised quotations for the replacement of my faulty battery. Furthermore I have not received an explanation from ADT as to why the faulty battery was not detected by ADT and responded to as ADT claim to be monitoring these systems 24/7.

This is pathetic service and I demand that these call records be reviewed and that agents and customer service individuals at fault be disciplined accordingly. And more importantly please provide me with what I have asked for.