Unbelievably bad experience

I got a call out of the blue from one Shawn Gouws from ADT informing me there is a high number of false alarms at my home. I explain that I use external beams and that my neighbors pets sometimes trigger the alarms. Apart from this, the system works perfectly . He then advises me to use the internal pad for activating the system when we are away from home and the beams when we are at home. I agree that this sounds reasonable and we agree that he will send out a technician to assist me as I have forgotten the code for the pad. Up to this point the actual alarm system works perfectly Enter Elvis the ADT technician. He enters a series of codes into the system and leaves. That evening my wife and I realize that Elvis has programmed our entire alarm system to work from the hand-held remote. This means that we are unable to move in rooms with sensors as it triggers the alarm. I report this to Shawn and he tells me that he will send Elvis back, in a few days... So, my wife and I sleep in a room without a sensor and arm the system when we sleep at night. We now cannot use the beams any longer during the day. A few days later Elvis is back, once again entering a series of codes into the pad. Before he leaves I ask that we test the system together. We agree that it is not working as it should. He spends the next two hours between consulting his booklet and entering a series of codes into the system. At the end he tells me he has no idea what is wrong and he will have to consult some fellow technicians but will definitely return the next day to fix everything. At this stage the alarm is not working at all. But, we say, Elvis will fix it tomorrow.

Guess what? Elvis doesn't pitch. I call Shawn - he tells me a story about how it's a different department that will now need to provide a more senior technician!! When? He doesn't know! Why can't ADT just return my system to before Elvis stepped into our home? Because Elvis says one of the panels is old. Really??? So, here I am on a Friday with an alarm system that worked perfectly before I ever heard of Shawn and Elvis, that is completely dead now and not one of the countless people I spoke to at ADT can help. The managers have all gone home and Shawn and Elvis will no doubt be having a fun weekend with their loved ones. Me? I'll have to patrol the house all weekend in an effort to keep my family safe. I am truly disgusted! I've been an ADT client for almost nine years and I can tell you that I've had the most exceptional service from the control room and the brave guys who work the response vehicles - they are amazing. The technical department is exactly the opposite - no sense of client service and they take no pride in their work. *********** to say the least.