There is definitely a fair share of negative feedback that floats around the Internet (107 reports at Ripoff Report for ADT alone) when it comes to security system monitoring companies, so it was quite refreshing to read about a very positive experience! I am certain that there are millions of happy ADT customers out there like Jason.
I am a regular reader of the productivity software company 37 Signals blog…and Jason gave ADT a glowing review.
Jason had a false alarm late one night, and the security system wouldn’t release the phone line so he calls ADT with his cell phone:
This weekend I had a problem with my alarm system at home. My alarm had gone off (false alarm), but for some reason it wasn’t releasing the phone line back to the phone. This meant that when I picked up the home phone I got that “there’s a phone off the hook” repeating tone.
I didn’t realize this was the problem until about 1:30am Sunday morning. So I called ADT (alarm company) to see if they could help. I wasn’t expecting a great experience after midnight, but a great experience is exactly what I got.
The representative that answered the phone was friendly, but didn’t know the answer so she simply asked Jason to hold while she asked her supervisor – no transfers at all and the hold time was only 30 seconds!
The supervisor told the representative that answered the phone how to solve the problem. Jason describes the experience after the rep takes him off hold:
…in order to fix the issue I had to trip the alarm. She stayed with me on the phone while I went through the process and talked me through exactly what to do and when to do it. It really felt like I was talking to a friend. The tone was casual, helpful, and friendly the whole way through. I never felt rushed or stupid or inferior. Everything was handled perfectly.
Jason tops off his positive experience with a great testimonial for ADT:
…this interaction with ADT was fantastic. It was a great experience and it reminded me of the other great experiences I’ve had with ADT. The salesperson was great and the installer was great too.
That’s not the only ‘testimonial’ worthy statement Jason made – the last paragraph in his ADT customer service review has this to say about ADT:
The whole experience made me happy to be an ADT customer. It’s been a while since a customer service call reminded me that I was a happy customer.
ADT is one of many great companies providing amazing customer service. Care to share your positive experience in the comments?
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We used ADT for a period and every interaction with them was positive. I would highly recommend them.