I must confess that I first became aware of Vivint through a cold call from them. I had looked into…read morepurchasing a home security system before but decided they were not worth the expense. I even looked into several more tekkie DIY systems, but while I love some of the technology out there, I frankly don't trust my own savvy to install it properly. I chose not to invest in a system.
Sometime later, I received the call from Hayley, a charming and quite helpful sales rep for Vivint. As she thoroughly outlined the company's various options, I was, again, quite taken with the technology and possibilities for expansion. At several points I asked, quite pointedly, "what's the catch?" After each inquiry, time and again, Hayley patiently explained to me the different levels of service options and available equipment. After a verbal walk-through of my home and needs, I opted for the total automation package, though I would need additional equipment.
Hayley's response was, "let me see what I can do for you." And so she did. At no extra charge, I was given an additional automatic deadbolt, an extra motion sensor, and a second key fob. These were NOT upsells; I paid nothing additional for them, and my monthly monitoring fees did not change despite the added benefits. In fact, as another bonus, the first two months of monitoring my system were waived without my even asking.
Installation was scheduled, and the technician, Tyler, arrived a bit late, though not without calling me in plenty of time to let me know exactly when to expect him. He was spot on time then (early, in fact). Tyler, too, was extremely knowledgeable, helpful, and friendly (as seems to be the norm with Vivint personnel). Until I read offsite reviews, I had no idea that technicians work on commission. Tyler asked me if I'd like a sensor for my utility room door. As it's outside of the house, I really hadn't given it any thought. He was scrupulous enough to notice that I have lots of tools stored in there. Again, no extra charge, simply extra service. He left me with no unpleasant taste in my mouth from trying to upsell me from the equipment included for free. Perhaps that's because even Vivint's most basic products are cutting edge and will last a lifetime or be replaced.
My only disappointment was the fact that one of my automated locks is brass while the other is nickel. Tyler assured me this wouldn't be a problem; I'd simply need to contact customer service, and they'd be happy to exchange it as he didn't have another nickel lockset in his van.
All told, the installation and training (which included myself, my mother who is visiting from out of town, and my neighbor who is a keyholder) took about four hours. To me, this is NOT a drawback as many on other sites have indicated. Rather, it shows a committment to doing a job right; a job Vivint warrants for life. You can't get that level of support for a hit-and-miss DIY job. I'm certainly not going to back my own workmanship for life haha. Further, I don't trust the security and well-being of my loved ones and cherished possessions to a novice such as myself.
I finally got around to contacting Vivint about changing out the brass deadbolt for nickel. This time I spoke to Danielle. True to Vivint form, Danielle was bright, knowledgeable, and extremely helpful and intuitive. As she was scheduling the return installation, I asked her about the possibility of adding an additional keyless lock to my outside utility room. I would certainly have understood if it couldn't have been done, since the contract had already been agreed on, and the outside lock was an afterthought. Danielle not only arranged to have the additional lockset installed and monitored, but she got it for me at 75% savings! Kudos!
My customer service and technical experiences thus far have GROSSLY exceeded what I would expect from what I consider to be the preeminent companies. If having the option of doing it yourself is more important to you than having a highly-skilled professional perform a job he'll back for life, by all means, look elsewhere. Likewise, if that trained professional taking his time to do the job correctly to ensure the safety and security of your loved ones and cherished possessions is too inconvenient, I can certainly see the benefits of an out-of-the-box thirty-minute install DIY system.
As for me and mine, we're going to stick to the state-of-the-art, cutting edge technology of Vivint. I'm very, very grateful for the peace of mind they've given me. I've already made several referrals, and will make many more. Don't overlook this outstanding technology and customer service for a couple of dollars a month. That could prove to be a much costlier mistake.
