L

Tue, Jan 21, 2020 2:16 AM

New system is basically worthless, how do I get help?

The keypad died 2 hours after setup. New batteries seemed to help but it died again the same day. The app and web portal won't accept my pin so I have no way to arm or disarm the system. I've sat on hold with support for over 20 minutes with no answer, and my email has gone unanswered for over 24 hours. This is unacceptable, I'm ready to ship it back and demand a refund and I haven't even been able to try it yet!

Advocate

 • 

2.8K Messages

3 y ago

Call when they open, 9 am ET, press #1 for sales.

2 Messages

I'll give sales a shot but I think it sucks if they answer the phone for sales and existing customers trying to reach support just get left to rot on hold. :/

1.2K Messages

3 y ago

So ship it back then.  What does complaining to other users accomplish?

1 Message

3 y ago

so far, they are the best for phone support. may have to wait depending on when you call. I have had the system for a year.

Advocate

 • 

2.2K Messages

3 y ago

You have 60 days from when it was ordered, but you'll have to call them to get a return shipping label.  If you just send it back, they might never recognize you returned it, which means getting a refund will be a challenge.