Ridiculously Bad Customer Services

I would like to log a formal complaint about the poor service delivery from your company.

I have been with ADT for a long period of time (+10 yrs) and from time to time had to endure bad service delivery and as a result cancelled my ADT contract for my private residence.

However I have now reached a point where I need to consider other security companies to provide me with an acceptable level of service.

I have relocated business premises on 1 Sept 2020 and from that time I am having endless problems with my system (daily false alarm activations).

I have reported this problem a few times and was informed that a technician will come out to check the system and to rezone our system so that we can understand which zone is activating.

I had 2 technicians come out and yet my system is not sorted.

I also got a call from someone at your office informing me that he will sent out a technician to fix my system as the previous technician told me he cannot rezone the system while we are working and cannot work afterhours.

A technician by the name of Thapelo was at our offices to rezone the system.

He asked that we make abbreviations for some of the zones and will come back on Monday to sort out the system (2 weeks later, no Thapelo and system is still not sorted).

Given the above, it is clear that customer service is not taken seriously at all in your company.

I received a call today from Samito Mawelela (Customer Relations Coordinator) regarding my alarm system and informed me that there is a cost involved for a technician to come out to check the system.

Firstly he did not take any time to see what notes are made on your system. If this was done, he would have noticed that this is not the 1st time I reported this fault.

Secondly he is unable to provide me with any contact info of a senior person I can speak to (company policy does not allow him to provide Manager’s contact info). This surely clarify that customer service is not a high priority in your company.

I am aware that I have a contract with your company however your company also have the responsibility to fulfil the conditions of the contract (to ensure that alarm system is in a good working order before leaving the customer’s premises).

This was not the case, hence my request to cancel my ADT contract without any additional penalties or costs.

I feel that ADT is not holding up their side of the contract.