Loadshedding system implementation was foolishly executed and you have poor call centre service

When I joined ADT, in 2021, I liked the fact that I received SMSs when the power was down and they would call back immediately if you press 2(request response) during the automated call. Now I don’t get any of these.

I don’t know who implemented the new system, but their plan was not properly thought out and you can pass the message to them. Logging alarms, going off after power comes back, as loadshedding is placing your clients at risk. This is the 3rd time I am raising this, if I ask for response on the AI call, then send response instead of logging it as loadshedding. In S.A we have a lot of opportunists, power coming back on should not be logged as loadshedding unless owner has responded with 1 on the AI call. What will happen when there’s an actual break in during the time you logged as “loadshedding”?

The people at the call centre also don’t listen or take client complaints serious. Response guys will forever been sworn/shouted at because of the poor service from the call centre agents. Get better call centre agents, instead of getting people who don’t want or like their job. Response guys are cool though, I feel sorry for them.