What am I paying a service for?

<p>Over the past few days, our alarm has been going off impromptu at all hours of the day and night, without being armed. Each time your contact centre calls to confirm if everything is in order. We explain that this has been happening a number of times and I’m sure you can imagine how irritating it is being woken up at 2am in the morning to a blaring alarm – for no reason! </p> <p>So diligently we explain the situation each and every time and inform them that the orange system light is on (and this has been more than 10 times now already). We also spoke to your technician over the phone, after call number 5, who suggested we arm the alarm and then when we disarm the alarm, the system light should disappear and this should resolve the issue. </p> <p>That resolved the issue for a mere few hours, and then on what could be the 8th call, one of your consultants Primrose, finally asks if we need a technician to come out. We were pleased that someone was finally listening, however we haven’t heard anything about a technician since, and this call happened earlier this week – Monday or Tuesday.</p> <p>The alarm has gone off almost everyday since then and your call centre calls us to confirm everything is in order and quickly try to get off the phone, after we confirm the details they require.</p> <p>We have now had enough after the alarm went off again TWICE today, within a space of an hour (this time after being armed) whereafter I called you to request a technician.</p> <p>I call your technical support and spoke to Nua. I explain the whole situation AGAIN and she was happy to arrange for a technician to come out on 19 June 2017. As I said Monday is fine, she informs me of a CALL OUT FEE??? I asked her what is this for and why am I expected to pay that. She could not answer me, as she merely said it’s for the technician. So I have the following questions for you:</p> <p>1)What am I paying you a monthly service for?</p> <p>2)Why am I expected to fork out R498 (excl VAT), for something that I did not cause and I did not ask for to happen to me.</p> <p>3) Do you think I enjoy being SHOCKED AWAKE in the middle of the night by a faulty alarm!!??</p> <p>4) I paid to have this alarm installed LESS THAN A YEAR ago, and you are telling me I need to cover any system faults??</p> <p>5) Is the work done by your technicians so shoddy that you won’t guarantee workmanship?</p> <p>6)How is this TCF?</p> <p>7) How does this align to the CPA?</p> <p>If this is how you treat your clients, I would rather have nothing to do with your company. I have already bought my alarm system from you and therefore own it, so I will gladly cancel my monthly service and choose an alarm company that has my best interests at heart. You decide.</p> <p> </p>