Apcan technical is gambling with lives!

Last night around 9pm we had an issue with the alarm that kept going off... We spoke to the control room, technical supervisor on duty at the time (I cannot recall his name) as well as a technician (Isaac) to try to help us over the phone. Needless to say, nothing helped and he also did not phone us back as promised to "see us through" the issue. At almost 10pm at night, we had to keep the entire system off as it just kept going off and for obvious reasons could not let it go off the entire night!! Everyone understood the urgency of our problem, but it could not be dealt with at the time.

When I phoned this morning to make sure everything is on track to get assistance today, no service call was even logged! I spoke to Michelle and she advised me that they can only assist by the weekend.

I very clearly expressed me disgust with them and how I do not appreciate it that they are gambling with our lives, I was promised a call from a technical manager... Well, at least I got a call, however as I have just started explaining to him the issue, he put me on hold and I did not speak to him/anyone from technical after that.

In the meantime, I got a call again from the control room as they had an alarm activation.... I was not aware that my husband tested it in the meantime (and I gave the poor agent such a piece of my mind). Well, he then clearly understood the situation and told me if in my shoes, he would also not be happy. He then put me through to his supervisor as they at least understood the problem and the urgency of us having a working system! I then spoke to his supervisor (Lushaan?). She also expressed how she understand and she will speak to her manager to try and best help us (urgently).

I am now waiting for someone to contact me... and waiting.... and waiting.