Customer Service Strikes Again

I should have known. I should have seen it coming. I never have any luck with anything that’s the color orange. They had a good reputation. Good online markings. And they have let me down. Repeatedly.

I’m referring, of course, to Vivint – the alleged home security company. Several weeks ago, the sensor on my back door crapped out. It sent text messages telling me this. It said to replace the battery. I did that. I called the company after continuing to receive messages that it wasn’t working and was told to do a “hard boot” of the control panel. I did that. The issues continued.

This morning, I received a text at 4:03AM to let me know that it was acting up again. Back to Vivint and the fourth customer service dealings with the same issue. I spoke with Wilton M, because telling us the full name might be professional. Giving him the benefit of the doubt, perhaps he’s married to 007’s boss. I rather doubt it as 007 is fictional, but, whatever.

Wilton told me that because my sensor exists, I would need a repeater. For those who don’t know, this is yet another thing to plug in and waste electricity because their sensor can’t reach the 20-feet between the door and the control panel. After several more strenuous exchanges, Wilton finally explained that by “existing” he means that they were recycling the sensor from the previous system. Still charging us for a new one, but using the one that was already there. I explained to Wilton that because we have paid for a new sensor and no one has provided one, now would be a good time to do so.

He wants money… for something we’ve already paid for but never received, to replace equipment that should have already been replaced. It’s not like we even use our back door. The only time we’ve opened it in the past five years is to test the alarm sensor.

This has been a very excruciating experience, because getting information out of these people has become something of a lesson in torture – I’m just not sure if I’m administering it or receiving it.

Bottom line: do not use Vivint. It’s just not worth it.

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