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| - We hired security one to install our security system and provide monitoring for a contracted period of time.
The sale went well. They were very good at explaining their product, how it works and we selected them based on their level of knowledge, system features and price. They didn't pressure us to buy. They aren't what I would call cheap for monitoring, but it includes the cost of the system and it isn't outrageous.
The system is good, but We were disappointed in the installation process of the system. They had a hard time getting all of the parts working. They had a defective part and it was difficult for them to get a replacement. Lots of phone calls and service visits and some scheduling misunderstandings which I found to be not the best use of my time. Still, when I conveyed my dissatisfaction they redoubled their efforts and were able to complete the installation.
Pros:
- Good system features
- Reasonable price
- Knowledgeable staff. Both sales and installer were great at answering questions and really know their stuff
- Since the installation was completed we have only had one minor issue that we could resolve ourselves in the last 30 days.
- They answer the phone and are responsive, even when things aren't going great.
Cons:
- Installer didn't carry spare parts for the installation, so when the doorbell didn't work, they had to come out again and it left us without a doorbell for a few days (which wasn't great when the UPS guy couldn't ring the bell to have me sign for a package the next day, as such i didn't get the package on schedule) .
- Their supply chain had a hard time providing replacement parts
- There were some misunderstandings about scheduling . Their installer promised he would be here one evening to get things working. When I called that evening, I was disappointed to learn he actually wasn't coming.
One thing to note is that I was very sick with the flu the day they arrived to install the system. I realize that they would have stayed longer that day to troubleshoot but offered to come back later because I felt horrible and they didn't want to wrestle with the installation too long while i felt bad. They was a courteous intent to this to which I acknowledge. However, we later learned the part was defective, so no matter how long they would have been here that day it would not have worked until they got a replacement anyway.
Bottom line, I think they provide good service and product, they just need to smooth out some operational issues. I like the folks I worked with. My suggestions for how they might score higher in the future:
1. Carry spare parts to the installation. It would have made for a much smoother installation experience for the customer.
2. Apply more focus to coordination. If your installer makes promises there should be follow through on that promise. Maybe make sure the installer notifies you of promises made.
3. Proactively coordinating with customers would be a nice touch. I really take notice when I never have to call folks we hire because they always let me know what to expect before I have the urge to call them.
On the chance this was all a fluke, I will rate them again on their service in six months and will post an update.
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