Service call over a week ago since front door alarm had been going off for no reason for about 2 months. Fix- Need new battery. But- system too old so can't get battery. Every technician that has been to do work over the last 4 years or so looks at the panel and says "never seen one like this, it's pretty old". But they always did repair it and repairs covered by our plan. He says someone will call to discuss.
5 days later, no call yet so I call. Now the fun begins.
Billing dept transfers me to Installation Dept, oops- they actually transferred to Billing. Try Installation again. Nope, National Sales Dept. Nope, Loyalty.
Well, each person you talk to confirms your info. Imagine this- the 5th person I get transferred to, well along an hour now, doesn't accept my verbal password! The same password I've given to all the people I've been talking to all morning, none of whom could do anything yet.
so I ask for her supervisor- manager or loyalty. Leave a message. Full day passes, of course, nobody calls back, so call them again the next day and start all over.
So now half of our sensors are turned off, and of course they haven't suggested a fee reduction!
And we were supposed to have told them to upgrade the system when those technicians said "old system" all those times.
Huh?? Nice customer service.
We've been told they will go ve us a break on their $600 basic package, but they're increasing the monthly monitoring charge.
And, we need to,sign a 3 yr contract. Nope.
So,now I want to talk to a supervisor. Nope- of course unavailable. When ask to speak to that person's supervisor, told it's information that's unavailable-seriously?
So eventually leave message with supposed Manager of Loyalty. And the employee PROMISES he will tell her to call today.
Well, their workday finishes at 5 pm. Guess what- no call of course. And when I call the Manager of Loyalty- she has updated her voice mail--now gone on holidays!
If you can't service your equipment, why is that my problem? why didn't you suggest the upgrade?
Nothing indicated that just because the panel was old it still couldn't be maintained.
- Company Response
Dear valued client, we are sorry to read that our services have not met your expectations. Please let the Customer Relations team look into this further. Can you please forward us the phone number associated with the security system and the best number to reach you to email@example.com subject HOMESTARS and we will contact you. Thank you