ADT Business Security/Unresponsive Service

St. Paul, MN

My company has an ADT burglar and fire security system installed back in

2001. We have an ADT service ticket open, our number is 460 271 96.

This ticket was opened on Monday, August 13. Below is the timeline of

my experiences with ADT in attempting to resolve this ticket:

8/13: Contact made to ADT central service number 1-888-238-2666.

Service technician visit scheduled for Monday, 8/13. Technician did not

show up and no call was received by us indicating that this visit would

not occur.

8/14: No visit from technician. Contacted ADT central service and was

informed that technician would arrive afternoon of Tuesday 8/14.

Technician did not arrive and we did not receive a call regarding why

not. Contacted ADT central service again in the late afternoon as was

told technician would arrive on 8/15.

8/15: Technician arrived early afternoon. Technician diagnosed failed

input relay board in our central door access control panel. Technician

did not have this part in his truck stock, informed me that one would be

ordered and I would be contacted when this part arrived so that a

technician could be scheduled to complete this installation.

8/17: Was visited by our sales rep at my request. We requested a quote

from him for an additional audible alarm for our shop floor. Explained

the situation above to him, who stated he would follow up on this and

contact me.

8/27: No response received from sales rep or ADT local. Contacted ADT

central service to determine status of part ordered on 8/15. Was told

by the service person that a service coordinator would contact me to let

me know the status of our order. No follow up call received.

8/28: Contacted our local service manager. Left message for him asking

for a call back. No response received.

8/30: Contacted ADT central service again requesting status. Service

person attempted to contact local service coordinator and was unable to

reach this individual.

The bottom line is this. One of our 2 main office door entrances has

been non-functional for over 2 weeks. Despite repeated calls to various

channels I have received absolutely no information from ADT that tells

me when this will be resolved. This is not our first experience of this

type with ADT. After a break in to our facility last year I had to wait

3 days for a service technician and received the same kind of failed "a

person will be out today" promises I detailed above.

I doubt very much that this was the kind of support that was promised to

our organization when my predecessor signed a maintenance agreement with

ADT. I would like a response from ADT as soon as possible that includes

a plan on resolving our current issue.

Comment On This

Our system went down 12/21/07. Told could not come until 1/24/08! Asked for someone to come sooner - finally, I called on 1/14 and asked for supervisor. Person by name of Andy assured me someone would come 1/15; husband got call saying would come between 12 and 5 - he said please make between 2 and 5. Was assured that was fine. Had message in meantime from Andy confirming someone would be there between 2 and 5. At 5:30 no one had shown up. Called - put on hold on emergency #!!! - and then told someone had come at 4;55 and no one home. My husband and I and barking dog were all near the front door all of that time (either working or dog sitting at door). Spent over 1/2 hour on hold at various time. Told by a Trevor hour ago he would call back immediately. Called again - and the person hung up on me when I said we would have to find another carrier. This company is another Earthlink - a mess. We have absolutely no trust in it.