Shocking Customer Service

Hi Fidelity – ADT

On the 28th of August, my gate motor was ****** On 3 Sept, I received camera footage from my neighbour showing the ******* busy at work It also showed an ADT patrol vehicle driving past my house at 01h45, with the gate open A guy can be seen hiding behind the palisade fence and the other lying on the grass under the street light The patrol officer does not see any of this. The ******* finish up and leave with the gate motor I call ADT and I am told the Senior Road Officer will visit me to review the video Two ADT Officers come through that afternoon and we go through the video I explain, that I am not happy, this could have been avoided had the patrol officer performed his duties He could have apprehended the ******* and I would still have a gate motor The response I received is that he might have been tired, at that moment he could have looked left and not right, hence missed the open gate And the ***** standing in the yard. I requested to be directed to Management I get a call from Management the following day apologising for the incident I go through the same discussion as I did a day earlier. I explain this has cost me a lot of money to have the gate motor replaced I have had to pay an insurance excess fee. The insurance premium has now been increased I explained, all of this could have been avoided if the patrol officer just performed his duties All he could do was apologise. I asked to be referred to Senior Management

To date, no one from ADT has called me I have not distributed the video to all the neighbourhood WhatsApp groups I am subscribed to, giving ADT an opportunity to correct this

I have been with ADT for close to 13 years, this is not the kind of service I expect to receive No client of ADT, regardless of tenure should receive service like this We pay a fee, expecting ADT to keep us and our properties safe and they clearly failed us here

Sharing the video of the ADT Patrol officer not performing his duties is likely to result in subscription cancellations I shared this sentiment in all of the discussions with the ADT officers, they did not seem to care

Await your response