Alarm System Service & Support: Lyme, CT
Customer Service Matters
Customer service matters. When choosing a service provider for your home or business, it is important to understand the providers’ customer service capabilities. Does the company have a support team? Do they have an on-call technician if there is an emergency? Does the company make paying the bill easy? How hard is it to schedule service? We all want to support local and small companies. However, it is important that your local business can service your account in an efficient manner.
Homeowner Objectives
The homeowner, Brad, had an existing monitored ADT system in place at his home. The system had a combination of new devices and older devices that were “translated” to work with the new system. The homeowner had several issues with the system (constant low batteries, devices failing, etc.).
Brad had several conversations with ADT’s customer service trying to troubleshoot over the phone. After exhausting all options remotely, the customer and the provider scheduled an onsite service call for the following week. On the day of the service call, the homeowner got an alert that his “Virtual” service call was about to begin.
Security Solution
The Upgrade:
ATP Alarms and ATP Fire are family-owned with a full customer support team and licensed technicians in the field. Brad was told about ATP while venting to a local neighbor in Old Lyme Connecticut about his experience with a national provider. Brad reached out for a consultation and assistance regarding his home security.
System Options:
Brad had the option to continue to use the existing devices in his home that were causing issues. Instead, he chose to do a full system overhaul as he did not have confidence in the previous provider’s equipment. The homeowner found comfort knowing that ATP had a local office and a dedicated customer support team. Furthermore, he would continue to have the cell phone of his Security Consultant in case he needed to have assistance.
Tailored Solution:
Brad decided to have ATP install a brand new alarm system. The ATP Alarm team provided clear instructions on how to communicate future service needs.
Important Considerations:
When choosing a professional service company, here are some questions to consider:
- How long have you been in business?
- How many people are on your customer service team?
- If you (the person selling you the service) is away, how is my account serviced?
- Do you offer autopay?
- Do you offer remote support so I can limit on site service and the expense?
- If I needed a technician to come to my home, how much does it cost?
- How many licensed technicians do you have?
Your security is serious business. American Total Protection is here to help. We are a commercial and residential electronic security and fire safety company with offices in Connecticut and Florida.
We specialize in security alarms, electronic access control, video surveillance systems, fire alarm systems, sprinkler systems, fire extinguishers and fire suppression systems. While using best-in-class technology partners, we also offer unparalleled customer support and service. We employ only highly qualified technicians and staff to ensure your system’s stability and the best possible customer experience.
Contact us today for a no-cost evaluation of your total security and life-safety needs.
