Better Business Bureau Complaint #5123269

Dear Mr. Pressey,

I received today a copy of the response you sent to my Better Business Bureau Complaint #5123269. You told the BBB that, “as of yesterday, the customer is now happy again.” You may consider the complaint closed. But I am not “happy again.”

ADT’s abysmal customer service (two no-shows, and three more service calls to fix the problem) have irreparably damaged our relationship. And it has nothing to do with a death in the tech’s family; the issue is ADT repeatedly telling me a tech is coming when ADT should have known he wasn’t.

Had a qualified tech with the right parts on the truck showed up for the first appointment (that was a no-show), the problem could have been fixed in one service call. I really resent you telling the BBB that I’m happy. The credit you gave me doesn’t even begin to compensate me for my time, and by the way it didn’t appear on the bill I just got.

I realize the system costs about $2000 to install, so that’s why I stuck with ADT rather than kicking you out. Think of us like an unhappy married couple, staying together for the kids and sleeping in separate bedrooms. I’d like a divorce from ADT, but it’s just too expensive.

Regards,

Rosey

No Amnesty for Illegal Aliens!

Rosey
Somewhere in NJ

President George W. Bush
1600 Pennsylvania Avenue NW
Washington, DC 20500

RE: No Amnesty for Illegal Aliens!

Monday, June 11, 2007

Dear Mr. President,
The current immigration bill provides Amnesty for Illegal Aliens, no matter what you call it. I strongly object to this.

Please build a fence and secure our borders first; then we can talk about the people that are already here (illegally).

Very truly yours,

Rosey

tyco psycho

Tyco Fire and Security / ADT
Attention: Customer Service Supervisor
29 Commerce Way
Totowa, NJ 07512

RE: Your Customer Service Sucks

June 06, 2007

To whom it may concern:

It’s 11:16 AM, and I am waiting for a tech to show up for our 8:00 AM appointment. I received confirmation calls last night at 7:30 PM and this morning at 8:20 AM, during the latter of which I was told the tech was “on his way.”

This is the fourth service call to fix the same problem. The first was on May 25, 2007 from 12 to 5 PM. Nobody showed up, in spite of multiple confirmation calls. Furious, I spoke with a customer service supervisor, who rescheduled for the next morning. The tech showed up, said there is nothing wrong with the system, told my wife we probably don’t know how to use it, and said he would replace the keypad if it would make us “feel better.” He replaced the keypad, but since that wasn’t the problem the system still doesn’t work.

The next appointment was scheduled for May 29, 2007. This time the tech showed up, and told us the main panel was no good and needed to be replaced. The part would have to be ordered and it will take a few days. He ordered the part, and scheduled us for the first appointment for this morning. It is 11:55 AM, and I am still waiting for the tech, who always seems to be “finishing up” somewhere else and coming to us next. I have spent the morning waiting for the tech, talking to customer service repeatedly and generally wasting my life. I have had multiple promises broken, and you have zero credibility at this point. I have had no alarm service from May 24, through today.

Very truly yours,

Rosey

P.S. It’s now 12:24 PM, I just received a call that the tech is not coming. He is on bereavement leave, and has the part in his truck. There is no other part in the warehouse, so they have to reschedule for June 11, 2007. I have wasted another four hours of my life waiting for a tech who didn’t show up.

cc: Edward D. Breen, Chairman and CEO Tyco International