BAD After Sales Support, Service and Communication

Fidelity ADT technicians were scheduled for the 15 December to do an installation at my home. I was given the option of the 13th Dec around midday but selected the 15th Dec as I was told I would then be the first call of the day and it was arranged that the technicians would come between 9 and 10am.

No one arrived on the day at 9-10am and nobody notified me or returned the several calls that I had to make either. Once I eventually got hold of someone I was told that the technicians were on other calls (clearly I was not the 1st appointment).

The technicians eventually arrived at 12h15 and did not know what was to be done and disputed the time allowed for the job. They left after 15 minutes as a result. (I was quoted by a sales person who should have clearly outlined to ADT team what needed to be done).

On the 15th I was on several calls with the sales person and with the technical co-ordinator and was eventually told by the coordinator that I would be scheduled for the 22 December. I told them clearly that I do not accept and that I expect the 20th first call and requested escalation ( a reasonable request) and was told I would be given confirmations same day. I did not hear from them again and they did not arrive on the 20th. By my 5th call of the day today the 21st I was told that the matter had been escalated to the Centurion Regional Manager and the Head of Sales for their direct call to me.

I have not heard from the Managers.

I have been with ADT for probably 2 decades this is the worst service I have ever received and I pay dearly for it.