Hi Iain. This isn't really an answer.... this is you telling me that your guard was really busy... That doesn't give me any confidence that this won't happen again. If you want to offer you clients reasonable reaction times, regardless of the weather, you obviously need to hire more guards and vehicles... this really isn't rocket science. Imagine if the airbag in your car failed to deploy *sometimes*.
You've also completely failed to address the very real problem of complete and utter confusion in your control room; the inability to return calls when promised to an obviously panicking customer is just shitty... Maybe you guys should just rename your "Control Room" to just "Room". Also, and perhaps I'm just being pedantic, but I note a distinct lack of an actual apology for crappy service. I have no desire to waste my time meeting any of your staff other than the armed response officer who is responding, hopefully timeously, to my alarm activations. I'm not really sure why I pay you money any more... Do you know? Thoroughly unrestrained in Obs, Jonathan. On 14 January 2011 13:03, Iain Williamson <[email protected]> wrote: > Dear Jonathan, > > Thank you for your restraint shown whilst we concluded our investigation. > > I can confirm that the response time to your alarm activation on Tuesday 11th > January did take approximately 24 minutes from time of signal to arrival by > our Armed Response Officer. This is most certainly unacceptable, however > occasionally during times of high signal rates and adverse weather (including > high wind) there may be a response time that is longer than the norm. In this > case, the Armed Response Officer received a number of emergency signals > (including yours), and attended to each call starting with the geographically > closest and working outwards. > > ADT continues to have some of the best times in the industry, and averages a > 6-8 minute response time. The industry as a whole is regulated by SAIDSA, and > average response times are scrutinised regularly to ensure compliance. > > I have discussed the above in great lengths with both our Control Monitoring > Centre, as well as our Armed Response resources on the ground, including the > Area Manger. The Area Manager and his crew, including Armed Response Officers > and their Supervisors, would like to meet with you in the near future to > introduce themselves and answer any Operations related queries. Further, if > there are any concerns that require immediate intervention, please contact > Reaction Force Manager, Kobus Vivier on 078 801 1736. > > ADT Security remains firmly committed to Observatory, its residents and the > OBSNW, and continues to strive to increase the quality of service to all > clients. > > Kind regards, > Iain > > > > > Iain Williamson > Community Security and Liaison > Cape Town > > ADT South Africa > 5 Louwtjie Rothman Avenue > N1 City > Private Bag X104, N1 City, 7463 > > Tel: 086 12 12 303 > Fax: 086 12 12 305 > Email: [email protected] > Website: www.adt.co.za > > > > > A Tyco International Company > > Registered as a security service provider by the Private Security Industry > Regulatory Authority. Registration number 765528 > Managing Director : Rob Dale - Cape Town > "This email and any files transmitted with it are confidential and intended > solely for the use of the individual or entity to which they are addressed. > If you have received this email in error please notify the system manager by > email [email protected] or phone 086 12 12 300 and delete the email and > any copies of it. Please note that any views or opinions presented in this > email are solely those of the author and do not necessarily represent those > of the company. Finally, the recipient should check this email and any > attachments for the presence of viruses. The company accepts no liability for > any damage caused by any virus transmitted by this email." > > > > Disgusting response time from ADT > > I'm writing this email because I want to make sure that ADT subscribers know > what they're paying for. > > This afternoon at 5:28 I received a call from ADT informing me that my alarm > had gone off. I was in at my office in Camps Bay. As this was around the > time that my wife arrives home I immediately began to worry and told them to > send armed response immediately. > > I tried to phone my wife but her phone rang and rang... I got into my car and > started to drive home, quickly. After 10 minutes I phoned the ADT control > room to find out what the situation was, they didn't know what was going on > and couldn't tell me if their guy was there or not. > They said they would call back asap. They didn't. Another 10 minutes went by > and I phoned again, this time losing my patience... they were still unable to > tell me what was going on and I began to start assuming the worst and driving > even faster. > > 29 minutes after I received the first call I arrived home and checked the > house. Everything was fine. About 2 minutes later the ADT armed response > arrived and asked me if everything was okay. I promptly stripped my *@#$@%. > > Why did it take 30 minutes for armed response to get to my house? > Why was the control room unable to tell me what was going on? > Why does ADT still not have a dedicated vehicle in Observatory? > > Very angry in Observatory. > > -- > Jonathan Endersby > > -- > You received this message because you are subscribed to the Google Groups > "The Observatory Neighbourhood watch" group. > To post to this group, send email to [email protected]. > To unsubscribe from this group, send email to > [email protected]. > For more options, visit this group at > http://groups.google.com/group/obsnw?hl=en. > > ##################################################################################### > Scanned by MailMarshal - Marshal's comprehensive email content security > solution. > Download a free evaluation of MailMarshal at www.marshal.com > ##################################################################################### > -- Jonathan Endersby Connect. Share. Trust. www.trustfabric.com +27 82 414 3129 www.arbitraryuser.com tfid: arbitraryuser You have brains in your head. You have feet in your shoes. You can steer yourself any direction you choose. - Dr Seuss -- You received this message because you are subscribed to the Google Groups "The Observatory Neighbourhood watch" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/obsnw?hl=en.
