The customer called in to inform us he was upset with the tech support at [redacted] corp, that they didn't call him for minutes after his panel was unplugged and then that tech support never answered the phoneI informed him that the power loss is only an alert (not an alarm event), so it is not an immediate call and apologized for the tech support issuesHe also informed us that the actual alarm event had gone off a few times in the past and that no one ever called him, but the customer never informed us of these issues, so we did not now it was not working properlyCustomer expected the contract to just be cancelled without allowing us to fix equipment that we did not know was faulty, we told him we could not cancel him without allowing us to fix the system which he refused to let us doHe did eventually call back and we did have a tech go out to fix the issues last night, who said that the system is fixed and working properly
As an authorized dealer, we hold the agreement in terms of cancellations for months, after that the agreement is in sole hands of ***We did have an appointment set for August 30th, but customer requested today to move that to September 12th due to the recent hurricane issues in the region
The customer states that the system had never worked properly, but each time we sent a technician, they found no issues with the system and that it was working rightAs soon as we left, it supposedly started to not work againCustomer did cancel the agreement, however we are an authorized dealer of ***, so the agreement was in our hand for the first months and [redacted] Corporate is not the ones to cancel/charge any cancellation fees during that time, so the rep that told her she could cancel for free was unfortunately incorrectLike she mentioned, we did decide to start her with a new system and all new equipment so she would not go to collectionsWe did have one time scheduled, that our technician did end up missing, but we still continued to try several times to rescheduleCustomer would never match any of our proposed timesWe let them know on May 15th that she needed to give us a couple time slots within the next two weeks to install, or it would be sent to collectionsCustomer responded on May 18th, saying she wouldn't be available for closer to months, so the account was sent to collectionsOnce customers are sent to collections, we can no longer legally discuss their agreement or anything about reinstatement with them, as they have to deal with the collections agency directly
The customer called in to inform us he was upset with the tech support at [redacted] corp, that they didn't call him for minutes after his panel was unplugged and then that tech support never answered the phoneI informed him that the power loss is only an alert (not an alarm event), so it is not an immediate call and apologized for the tech support issuesHe also informed us that the actual alarm event had gone off a few times in the past and that no one ever called him, but the customer never informed us of these issues, so we did not now it was not working properlyCustomer expected the contract to just be cancelled without allowing us to fix equipment that we did not know was faulty, we told him we could not cancel him without allowing us to fix the system which he refused to let us doHe did eventually call back and we did have a tech go out to fix the issues last night, who said that the system is fixed and working properly
As an authorized dealer, we hold the agreement in terms of cancellations for months, after that the agreement is in sole hands of ***We did have an appointment set for August 30th, but customer requested today to move that to September 12th due to the recent hurricane issues in the region
The customer states that the system had never worked properly, but each time we sent a technician, they found no issues with the system and that it was working rightAs soon as we left, it supposedly started to not work againCustomer did cancel the agreement, however we are an authorized dealer of ***, so the agreement was in our hand for the first months and [redacted] Corporate is not the ones to cancel/charge any cancellation fees during that time, so the rep that told her she could cancel for free was unfortunately incorrectLike she mentioned, we did decide to start her with a new system and all new equipment so she would not go to collectionsWe did have one time scheduled, that our technician did end up missing, but we still continued to try several times to rescheduleCustomer would never match any of our proposed timesWe let them know on May 15th that she needed to give us a couple time slots within the next two weeks to install, or it would be sent to collectionsCustomer responded on May 18th, saying she wouldn't be available for closer to months, so the account was sent to collectionsOnce customers are sent to collections, we can no longer legally discuss their agreement or anything about reinstatement with them, as they have to deal with the collections agency directly