Michael B.
You get what you pay for
This company is fine when your alarm is working. However, you get what you pay for. Since the service is so cheap, they cut corners on their staff. If you have any problems whatsoever, the Smith and Thompson people are very unprofessional. When our alarm went out this summer, I contacted S&T. One of their technicians called and said he had no answers other than to check out the outlet, so I did. It was fine. I also replaced the battery and AC adapter (something their Technician never even mentioned, which shows just how well trained these guys are lol). However, the alarm still did not work due to their wireless modem being inoperable. After S&T sent me a bill, I informed them I would not be paying for an alarm service where the alarm was inoperable. When I told them I would resume staying with them if they could get their wireless modem to work, I was informed that my account was not to be reactivated. I still have their modem, which apparently does not work. However, how hard is it to swap out a wireless modem? Apparently too hard for Smith & Thompson.
Response from Smith Thompson Home SecurityDec 18, 2014
Fortunately, every phone call and email is recorded and archived here, because the actual story is very different from this dishonest review. When a customer calls in with power loss to their system, like Mr. Buck did, we use process of elimination to determine what the problem is. We instruct the customer to check their power outlet, and to call us back if that is not the problem. If it turns out to be something as simple as an outlet, we just saved the customer a service call charge. If the outlet isn't the problem, we send a technician to repair the system. The problem is Mr. Buck didn’t call us back to let us know the power outlet wasn’t the problem. Oddly enough, he didn’t give us the opportunity to send him a technician to fix his system. Instead, Mr. Buck sent us an email using profanity telling us how incompetent we are. So in reality, Mr. Buck was the only one that was unprofessional. Our tech support manager immediately called him and left a voicemail to offer him tech support, and to send him a technician. We tried contacting Mr. Buck four times that day, but we never heard back from him. All phone calls are recorded here, so we have proof of every attempt we made to contact him. The wireless modem he is referring to was working just fine, it was turned off due to his past due account balance. When he called in months later to reactivate his service, and refused to pay his past due balance, we chose not to continue doing business. A major factor in our decision was the way he treated our staff during that original phone call, and the rude and profane language he used in his email. When customers are abusive to our staff (and in this case past due as well), we will not continue doing business.