Blue Security - What matters, Money or Safety?

Dear Blue Security. Once again, I find myself needing to turn to Hellopeter to seek a resolution for the ongoing issues I have been experiencing with your service. Last week, I contacted your control center after my alarm went off, but I did not receive any follow-up security check calls. I was informed that a technician would visit on Friday to investigate the issue, and that I may be billed a call-out fee, to which I agreed. When the technician arrived, he demonstrated that the issue was simply a low battery, which I could have easily resolved myself, thus saving me the cost of a call-out fee. Despite this, I agreed to proceed with the technician’s replacement of the battery, as I was concerned about the safety of having a non-functioning alarm. The technician informed me that the total cost for the new battery and call-out fee would be almost R900. I found it disappointing that the control room did not first guide me over the phone to check the battery myself before sending a technician.

I triggered the alarm on Saturday night to check if I was properly connected to your control room, but once again, no one received the signal. Even when I pressed the panic button, there was no response. The operator promised to log the fault, but Sunday came and went without any further contact.

On Monday, I received a call at 4:20pm, which I missed while in a meeting. I promptly called back, only to be told that the tech team was closed and that I may be charged another call-out fee. The operator then placed me on hold and subsequently cut the call at 5:07pm.

This ongoing situation is unacceptable. Not only have I gone several days without a functional alarm, but I have also been left with an unresolved issue and an ongoing financial burden. It is frustrating that the focus seems to be on billing before attempting to resolve the problem effectively. I would like immediate attention to this matter. Lives are at stake, and it is clear that Blue Security’s priority should be ensuring the safety of your customers, rather than focusing on generating revenue from unresolved issues.