LUCINDA O.
Communication could improve
I called, and was told to call back at 8am PST. I called at 8 and reached message center again. On the 3rd call, then they finally told me they don't open till 9am PST. I finally placed my order and I requested to have the invoice email to me. She said Ok, never got it. I called again requesting for it, and another person said it's on it's way again; still haven't got it. I got it in person after the technician finished the job. Only they could just communicate that instead of leaving me hanging. The technician got me going with the app. What he didn't tell me was how to change my password nor that other members of the household needs codes to use the app as well, having us unnecessarily running around trying to get it work, when all that could have been prevented by communicating all the information to us.
Response from The Monitoring CenterFeb 8, 2020
Hi Lucinda ... We do apologise for any inconvenience. We are a 24 hour alarm monitoring facility but our sales office does keep office hours. We are happy that your app is now up and running and are sorry that it was not explained fully to you on site, please rest assured that this will be reviewed with your technician to ensure it is communicated to customers moving forward. We do thank you for your feedback so that we can put corrective measures in place. Please do feel free to contact me directly if you need any further assistance ... Mirella, Sales Manager 1-866-247-4999 Ext 2235 or you can email me anytime at [email protected]. We thank you again for your feedback and would like to welcome you on board Lucinda :)