Faulty device installed - poor service

If a zero — or even a negative — rating were possible, that is what this company would deserve. A faulty unit was installed at my premises from day one, less than a week ago. I logged an assistance request online and was informed that the issue had been resolved, yet the false alerts continued. When I called again today to report that the problem persists, I requested urgent assistance — the same urgency displayed during installation — but this was not provided. Instead, I was told to wait an additional three days for the unit to be inspected.

I also requested access to recordings of my previous calls for reference, and was informed that this is not possible.

As a result of the defective equipment and the lack of effective support, I have decided to cancel the contract. However, I have been told that I must pay a cancellation fee exceeding R2,000 for a unit that has been faulty since installation. This is unacceptable.

Furthermore, I am no longer prepared to continue any business relationship with this company due to the poor customer service and the high likelihood of ongoing issues. My first impression has been extremely negative, and I have lost confidence in their ability to provide reliable service.