April 19, 2011
ADT plus Verizon equals Non-Working Alarm System: Complaint Leads to Arrest – of Homeowner!
In a recent report from Salisbury, MD, an ADT customer made the mistake of trying to combine newer phone technology with an older alarm system, and ended up being arrested when she pursued her complaints at the local Verizon store. Granted, she may have taken it a bit far: I'll let you be the judge.
A Snow Hill woman is facing trial after being arrested at a Verizon store following difficulties getting in touch with the company about problems with her phone service escalated. Ann Robinson's service works now, she said, but last month, the installation of a new Verizon device caused her ADT home security system to stop working.
Why All the Fuss?
"It began with this wireless phone -- a little box with an antenna," Robinson said. "I was told it was going to be compatible with my ADT." Once the box was installed and her landline phone service disconnected, Robinson said her home security system began to beep constantly. She contacted ADT, and disconnected her alarm system to stop the beeping the next day. After spending several hours over several days on the phone with Verizon trying to figure out how to get her home security system back up and running and straighten out her Verizon account, Robinson went to a local Verizon Wireless store to try to get help in person.
This is a common complaint – you change your phone service to a new technology, and your home alarm stops working. And your peace of mind goes out the window. That’s why Vonage (a great example of new technology) tells you on their web site to get cellular monitoring when you sign up with them. Cellular is the safest and most reliable method of connecting your home to the monitoring center – and it can’t be defeated with a $3 pair of wire cutters, or by your internet being down.
The Situation Escalates
After Robinson arrived at the store, a manager requested that she remove the sign on the back of her pickup truck that read "Verizon gives bad service,” and made the request, "as it could shed negative light on the business." Police told the store manager they could not intervene in the dispute unless Robinson's actions appeared disruptive to other customers. Police later asked Robinson to leave the store when they noticed other customers being distracted by her. Robinson returned to the store moments later - so she could retrieve documents she had been keeping on her account, she said - which is when police arrested her.
Don’t Let This Happen to You
This story is a sad tale of customer’s frustration reaching the boiling point. Some people write bad reviews (see my prior post on the ADT customer who was burglarized after their phone line was cut), or just tell their friends. Ms. Robinson took a more direct approach.
"It should never have gotten to the point where I went to jail," Robinson said. "I have been through an awful lot. ... I don't want this to happen to anyone else." Although Robinson says her Verizon service and her home security system now work together, she has placed a second sign on the back of her pickup. It reads, in part: "Verizon had me arrested. Why? Poor service."
It’s ironic that Verizon itself is testing an interactive alarm system based on self-monitoring (no 24-hour response center is involved). Some of the features are interesting, but the strategy seems to be missing one critical element: the system is not monitored! Where's the peace of mind that comes from knowing the police or fire department will be dispatched when needed?
The arrest story above reinforces what we have been saying since FrontPoint launched in 2007: the only safe and reliable alarm systems use cellular monitoring. That’s why FrontPoint is only used cellular monitoring on 100% of our systems – and is a major factor in why FrontPoint is the #1 ranked home alarm company in the US. Add in honest sales and advertising, no hidden fees, the best interactive, wireless home alarm technology at the best price, and world-class service. Our protection works, regardless of your in-home communication technology. And the reviews and comments we receive are great ones – just check us out, and see what our customers have to say: it won't land them in jail!