Breach of SLA, Poor Service Delivery, Lack of empathy

I am disgusted in your service. On signing up with National Alarms I was assured that Armed Response would take no longer that 12 minutes to get to my premises.

Today the 26th March I called National Alarms at 17.12 to request armed response be dispatched to my house immediately as there was an issue at the premise. I called back at 17.21 to follow up, no answer I called back at 17.22,17.23,17.24 at 17.33 did someone answer at the call center. The agent indicated that someone has been dispatched and apologized for being stuck in traffic. I called back at 17.44 to indicate that the armed response vehicle had just passed my house I called back at 17.49 to confirm that indeed your officer had arrived but was the status of dispatching SAPS. The officer indicated he was awaiting for SAPs, he blocked the complex gate, did not introduce.

At 18.21 I indicated to your officer that it was of no point in him waiting for the SAPS and indicated he could leave. He then proceeded to ask what had happened. SAPS has still not arrived.

Then to further ascertain you level of service I conducted a test on the alarm unit at 19.31. No call from National. I then redid the test at 19.33. No call from National.

I then call National at 19.44 to ask why no call center agent has called to confirm, the agent indicates she will check. So in the 10 mins that it took for me to call National NO ACTION was taken? I hung up on the agent as I must wait for her to check? And my airtime? What if there was an emergency? I could be lying dead in a pool of blood. As I type this email at 19.59 the has still be no follow up call from National. Has a officer been dispatched I have no idea as well your communication is poor.

When I signed up with Glenton, he indicated that there are vehicles on patrol every 10 mins for the addresses they look after yet an officer today took 39 mins to get to my address? Do you realise the magnitude of this? This is non-delivery of your SLA.

I would like to cancel my service with National Alarms and not serve a notice period as 39 mins for an officer to reach my premises is not acceptable.

Please advise? ADT never did this to me, the longest ADT ever took to get to my premises was 11 minutes. National will need to refund me for this month as your service is shocking and terrible.

I will be complaining on Social Media as well as Hellopeter letting many people know about this matter.

It is now 20.04 no call centre agent has called me back.

An officer then arrives at 20.31 at the gate of my complex, unsure of which unit or whom the customer is, has no Unit number neither does he have my contact number. That is a whole 1 hour later after triggering the alarm.

I could have been ******ed and ****d and then what?

I want a refund for all the months and a cancellation with immediate effect to use another supplier who knows how to honour an SLA