Deerfield Beach, Florida
Not resolved
0 comments

Our camera DVR supporting 3 cameras went offline Oct 2014. We called ADT under our service contract.

Took them 3 weeks to schedule a tech. Tech came and said we needed the DVR replaced, he did not have one with him, he would request it and someone would get back to reschedule another tech. Waited two weeks no one called. We called ADT, they said they would investigate and get back to us.

Waited 3 weeks, no one called. Called ADT again, said it was ordered and someone would call when it came in. Waited 3 more weeks, no one called, now in the XMAS holidays. Received a customer satisfaction survey from ADT corp on our recent experience...said worst company we ever dealt with...got a call from a vice president...said he would investigate and make sure we got serviced.

Tech came out...had no idea what the service call was for...no DVR with him. He went back Waited 3 more weeks. Then we got a call from the service dispatch manager, sent a tech out who arrived with a DVR, no user manual. He installed it and we got cameras up behind our firewall, but could not remotely access over the internet.

Finally, we called in a network specialist from another company who found that port forwarding for remote administration was not correctly set up in the modem router. They installed an alarm system a year ago, Premis-Pro which kept loosing its programming. They sent 10 techs who did not know how to reprogam it.

Finally, it was replaced by a Honeywell 3000 which has worked fine since. Again, ADT is by far the worst company we have ever dealt with for service and support...at least in this region of South Florida, and we cannot speak for other parts of the country.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

ADT Cons: Product or customer service, Local field service.

  • Physical security
  • business security service
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