1 reviews | Active since Feb 2015
NO RESPONSE TO ALARM
My alarm went off on Sunday night, 26 July 2015 at about 23:30. No one call us or no vehicle was dispatched. Monday morning at about 01:45, 2 hours and fifteen minutes after the alarm went off, I received a call from the call centre in Cape Town that my alarm went off. I said to the operator that the alarm went off at 23:30 and why is the call only made now. He said that there was power-sharing in Cape Town and that there system is picking up the alarm only now.<br> On Monday morning 27 July 2015 I phoned to Chubb office in Durban and was advised that the operations manager will call me back. About an hour later I received a call from Elvin. Elvin stated that if there is power sharing all alarms go into a queue system and it takes time to react on all alarm related incidents, even if it take over two hours.<br> I said to Elvin that I am totally exposed during power sharing in Cape Town and cannot rely on any assistance from them. He said to be truth, I am right but all other alarm and 24 hour security companies experience the same situation and it is not unique to only Chubb.<br> This is shocking to pay a monthly subscription for limited service and no protection as offered in contract.
Thank you for bringing this unfortunate experience with our company to our attention. Please accept our sincere apologies for this lack of service delivery.
Details of the incident and your information will be escalated to the relevant department manager for a speedy resolution.
RE: Load Shedding
As you may be aware, load shedding is causing significant challenges to the service levels in our monitoring centres. I would like to take this opportunity to explain to you the challenges that we are facing, and the counter measures we are embarking upon.
As load shedding and erratic power supply are going to be with us for at least the next three years, finding a solution to service level challenges is currently our top priority.
We have embarked on a significant upgrade to our Monitoring centre software, to implement new technology into our Automated Alarm attendant. This will give us a further 64 \virtual\" operators (automated voice prompts) to deal with power outages and false burglary signals arising from load shedding. This will then allow us to adequately deal with the increased signal volumes during load shedding.
Thank you for bringing this unfortunate experience with our company to our attention. Please accept our sincere apologies for this lack of service delivery.
Details of the incident and your information will be escalated to the relevant department manager for a speedy resolution.
RE: Load Shedding
As you may be aware, load shedding is causing significant challenges to the service levels in our monitoring centres. I would like to take this opportunity to explain to you the challenges that we are facing, and the counter measures we are embarking upon.
As load shedding and erratic power supply are going to be with us for at least the next three years, finding a solution to service level challenges is currently our top priority.
We have embarked on a significant upgrade to our Monitoring centre software, to implement new technology into our Automated Alarm attendant. This will give us a further 64 \virtual\" operators (automated voice prompts) to deal with power outages and false burglary signals arising from load shedding. This will then allow us to adequately deal with the increased signal volumes during load shedding.