The friendliest staff with the worst service!

We have been customers of ADT/Fidelity security for a couple of years now, having changed to them after a break in in our garage. They installed a very fancy system, using an app from our mobile phones to arm and disarm to of the areas. This app has been problematic since day one! You can tap on the area to arm and the little circle icon will just run and run. Most times we have to exit the app, and reopen it to disarm the areas. This morning however the whole system crashed! I could not even open the app on my phone, needless to say, I could not disarm the areas I needed access to, one being my garage, the other being our office for working from home. So, with the alarm activated, I went to take my car out of the garage, and it triggered the alarm. Which is more unsettling is that they did not respond to the alarm. When I phoned them to cancel the false alarm, they did not receive the notification that the alarm had been triggered. We then tested the panic button, which again set of the audible alarm, but again did not register with them. So, we could have been attacked in our house, pressed the panic button and no one would have arrived. This service is simply not acceptable. On the positive side, the staff that I dealt with, even when I was very upset and irate because we are paying for a security service that does not exist, was always calm and friendly.