fbarancyk's profile
fbarancyk

3 Messages

Monday, June 1st, 2026

Horrible customer support

Well today I tried contacting customer support to replace a power cord for an indoor camera.  The odyssey lasted over 2.5 hours.  Tried using the chat, useless.  Tried calling said wait time was ten minutes.  50 minutes later I caved and send give me a call back when a person is available.  A few minutes later got the call, only to be back on hold telling me wait time is 10 minutes.  Back to chat, that kept asking to log in even though I was logged in.  Finally after 2.5 hours got someone to send me one, I hope.  Last rant the connection of the cord is very flimsy wiring, snapped the first time I used it.  Should be USB c or a.  Very disappointing.  Perhaps I left ADT too quickly.

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11 days ago

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captain11

6.8K Messages

11 days ago

@fbarancyk I just got on tech support chat and was connected to an agent in 1 minute.  (Monday, 2:10pm central. Told them I had a faulty cord on one of my SA camera and was ready to troubleshoot. Elapsed time: 3 minutes. To be fair, I didn't not troubleshoot but was logged in.  BTW, after being with ADT for 10 years, I wouldn't wish them on my worst enemy.  Also my cords, installed for a long time, are fine.

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fbarancyk

3 Messages

So which is the exception and which is the rule?

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11 days ago

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captain11

6.8K Messages

We have two data points, so unknown at this time. Note, I have seven cameras and all of the cords are fine and they work well. Also, placed 38 systems to date, and if something goes south, I can assure you I hear about it. I intervened 3 times in the last 14 years on others behalf; given my history with ADT its been a walk in the park with SimpliSafe.

My position is that the jury is still out on SS offshoring support. I have received excellent service, especially from the South American reps but it has been a mixed bag with the Philippines group. The US level two specialists are still there if needed.

(edited)

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11 days ago

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fbarancyk

3 Messages

Well for me they are 0 for 1 right up there with Xfinity, who I dumped for bad CS.

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11 days ago

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captain11

6.8K Messages

We certainly agree on Xfinity. I had them from 1987 to 2004 and place them in the same hell hole as ADT, Sirrius Radio and the Chicago Tribune.  ADT leads the list. We would need about 6 hours and a case of beer to discuss why.

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11 days ago

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