ALARM not triggered by sensor
ADT Sales person Mark Govender (Pinetown, Durban)

I’ve had to endure a troublesome new alarm installation for a long period. I expected a professional installation instead it’s been more “trial and error”. I paid 100% up-front in good faith with the expectation of quality work and competitive prices however neither has been true. I seek to have this customer service matter escalated in an attempt to restore customer confidence in ADT.

Events\Issues specific to the new installation are as follows:
19-Mar signed contract and paid R19,900

23-Mar new alarm system installed. Supplied 2 of 3 Optex HX-40 wireless sensors only. Charged for unnecessary parts.

24-Mar in the early morning at about 1am received a call from ADT for an UNKNOWN signal transmitted to the control room. IDS system settings needed to be changed. Later in the day while I was away from home the sensor in zone BAY was triggering false alarms. No choice but to call ADT to move sensor because I was leaving for Europe the next day hence callout incurred labour cost of R627.

18-Apr installed Optex HX-40 wireless sensor that was not supplied during the initial install.

22-Apr received billing for excessive response (2 legit panics before and 3 false alarms after new install)

10-May after SecureHome module install we found the Optex HX-40 wireless sensor (installed 18-Apr) FAILED to trigger the alarm. There was no warning or notification anywhere of the grievous shortcomings and gave a false-feeling that everything was working.

11-May received refund almost two-months later for the returned\unnecessary parts.

12-May IDS wireless receiver was moved to an elevated location as per recommendations. This effort yielded a 10% change in signal strength with no significant improvement. N.B. IDS wireless receiver was dropped from a significant height therefore damage to device is not fully known at this stage.

Sent email to my sales person informing him there is a basic expectation with the system to alert when there are intruders however with the above issues I am NOT CONFIDENT. Please discuss with your management and provide a reliable solution.

17-May IDS wireless receiver is replaced. Signal strength is up and down.

22-May onsite meeting with Optex and ADT personnel. Optex representative found Optex HX-40 wireless sensors DIP switch arrangement was incorrect\differed and IDS system global settings not configured i.e. tamper, trouble alerts etc. Sensors have been in Walk-test mode since the initial install as a result batteries have drained significantly. After everybody had finished I had to call them back again because the IDS system panel led would not stop flashing (system had to be powered-off)

23-May received quote for R4,457 (full price) to install a single Optex VXi wireless sensor (required to cover blindspot in zone BAY). Price of sensor is R1,000 more than everywhere else! Also, requested batteries to be replaced on all wireless sensors due to above reported problem.

Please endeavour to resolve.