Hi Britton,
Thank you for replying to my review. I wouldn't wish my experience on anyone. There are a few discrepancies in your response for some of the appointment dates that I'd like to address.
Regarding the amount of times you called and left me messages beginning on 3/2/15 and ending on 3/26/15 when I called you back, my alarm company said they were playing phone tag with you which is why it took over a month to get my first installation scheduled. Unless my voicemail system for my mobile phone was on the fritz for over a month, I don't recall missing seven messages from you. Perhaps you were calling my alarm company and not me?
For the first appointment scheduled on 4/8/15, you stated the technician missed the 2:30-4:30 pm window and arrived at my house at 6:10 pm and left at 6:35 pm because I wasn't home. This is not true. I was home when he arrived. Because he was so late, the only thing he could do was test the existing door and window sensors.
For the appointment that occurred on 4/16/15, the technician arrived about an hour after the 1:30-3:30 pm window. He wasn't on time. As a result, he could only install the new control panel and keypad. The cameras were put on hold. This appointment caused a residual problem because when I left for vacation the next day, the alarm would trigger when I walked by the motion sensor. My alarm company had to manually override it because I was headed to the airport and couldn't wait for someone to come to my home. It turns out the technician programmed the motion sensor incorrectly.
For the appointment on 4/25/15, this was a Saturday. My alarm company made a notation on my account that the wireless cameras were Honeywell, but your company already knew this since the technician from the last appointment stated he's dealt with Honeywell in the past. What's upsetting about this appointment is that Honeywell doesn't provide any weekend hardware/software support. That is not the fault of my alarm company and them being closed for service on the weekend had no bearing on a disappointing Saturday. I would think this is something your company would have been aware of before scheduling an appointment on a Saturday.
For the appointment on 5/12/15, the technician was able to get the final camera working. The problem is that it took over 12 hours. The technician arrived at 10:30 am and left after 10 pm. Please reread my comments for the 5/12 appointment. He left at 3:30 pm for lunch and to pickup a network cable and didn't return to my house until 7:20 pm. Can you please explain why it took nearly 4 hours for lunch and a network cable.
Lastly, I assume your technicians are trained before being put out into the field. Can you please explain why I had to provide the troubleshooting ideas and the resolution to use a network cable to connect the camera directly to the router. If I had not done so, I would've been waiting for another camera and wireless range extender which would have resulted in another appointment. It's not good when a customer provides the troubleshooting ideas and resolution to a problem the technician should have known about. read more