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Emerick Vkf Profile
Jul 15, 2013
Last activity on
Jul 15, 2013
comment to review:
DO NOT USE VIVINT
Jul 15, 2013
Don't let them in. Don't let them on your property and for goodness sake don't agree to anything. Oh! and record your support calls (*they* ask permission so it is OK, do it, you will need it).
I was excited about the equipment, especially the cellular call out in case the lines were out. I was looking forward to the internet based home automation stuff.
Our home burned to the ground in less than 24 hours after the cellular wireless system was installed. Oddly the point of origin was where the install tech had cut the prior system's wires. We have been assured this was purely coincidence.
The alarm did not go off until after my family had exited at 4AM.
If we had still been in the house when the alarm did finally work we would have all died there.
We called, even with children in the hospital and burns on our bodies, within 24 hours of that to request cancellation of the service, at which time we were told by support@***.com that the tech would look into what we needed to do, and that we should wait for a return call and a tech would verify the total destruction of our home and everything in it.
The tech couldn't believe he
ieve he had been called to verify the hole in the ground.
We waited and waited for a return call.
I called several days later, had an eerily similar conversation where I was asked for the same information, including the fire report which I sent. We were then informed that we had passed our window to cancel, but after pointing out that that is what I had tried to do I was *told* to wait ...I was put on hold while the tech talked to a 'supervisor'. Upon their return I was instructed to email everything I had so far and that they would send it to the "special cancellations department. They would then contact us within 48-72 hours to resolve the cancellation.
Fast forward through four repeats of exactly the same call:
- We can't help, too late - need to defer, sell to someone else or pay out in full...
- Then an explanation of the history, a chat with management, a request for the same info and a promise of a reply that will never come.
Now, roughly three months post fire, I received a call from billing asking me if I had had a chance to drop my payment in the mail. After explaining the history I was transferred back to support where we repeated the very same script, right down to the long pauses for supervisor discussions and a promise of review by special cancellations...etc.. I explained that we had done so, repeatedly. And since billing had found me there obviously was no issue with contact info. After a long pause to "walk over to 'special cancellations' personally" I was informed that they had reviewed our file and we could only defer, pay out or sell to another sucker, and that there would be no further follow up from special cancellations or anyone else.
Nothing against the install guy (unless he caused the fire)
Nothing against the equipment (except when we really needed it, it failed).
Support, in my opinion, isn't bad, it is criminal. I feel they intentionally attempt to string out and tack on and misdirect. I was told I could have "no more than' 3,6,9,and 12 months deferral (our home would take at least 12 mo. to rebuild).
I was told explicitly not to pay my bill. I was told I would be contacted.
I am especially uncomfortable with the extortion involved in forcing customers to push a service that they do not want or cannot use off on an unsuspecting friend to save themselves.
My options are these; Pay out the balance (2yrs, 364 days of a three year contract), trick a friend into installing a system (not mine...that is carbon atoms...a whole new one), or defer for however long the support crystal ball offers the next time *I call them*.
I will also patiently watch for more google hits on Vivint and Class Action.
Jul 18, 2013
You can't blame Vivint for your discretion. It was your decision to be frugal, and make the technician perform a hard wire takeover on someone else's equipment. Furthermore you can't blame them for someone else's equipment failing to detect the fire as fast as Vivint's could have.
These are all situations you yourself put you and your family into. I am sorry for your loss, and I understand entirely how it feels, having been homeless for three years after being kicked out of my house as a ***. However, those were your decisions that put your family in jeopardy, not Vivint's. When you say "I want you to take over this system" they tell you that they don't recommend it SPECIFICALLY for that purpose. They don't know how it was put into your home, or whether they did things right. They don't know how reliable the technician was, or the equipment, and we don't warranty it if anything happens to it. Those are all reasons to avoid it, yet persons who decide they want to save a few bucks put their families and their lives in danger just because they would rather be "smart with their money."
Fine, be smart with your money. Don't get used to having equipment in your h
is old used discarded junk. Because when it fails you're going to have to pay the upgrade fees to get new equipment anyways, and until you can afford it those are points of security that won't be there anymore. Use fresh equipment with newer technology, and take advantage of the free points that support gives you.
I'm not saying you are the cause for the fire, and you're such a horrible parent for putting your kids in danger; but what I am saying is the same way you fault the company, the company faults you. Utilizing discarded equipment is a horrible idea no matter how old it is. Anyone should know that. Electronics fail ALL the time. Would you build your house with 50 year old brick, and recycled mortar made from tooth paste, and super glue? No, so why do the same thing with your alarm system?
There are decisions in life that you make, and whether you realize it or not there is a point where those decisions become actions. Those actions can either work for or against you in life; but it's up to you to decide which side they'll take.
Ultimately you decided to have things work against you, then threw the blame at the first person that it seemed convenient to do so with; and that sir, is unfair. Blaming Vivint for your misguided opinion of what should be done in your home and with the equipment was the mistake, and that was no one's but your own. Again, I apologize for you and your family's loss; but the blame boomerang comes right back to you.
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